Director Customer Service jobs

Lead Operations. Drive Impact.

You're the kind of leader who can balance strategy with execution, people with performance, and today's priorities with tomorrow's vision. If building high-performing teams, improving services, and creating meaningful outcomes sounds like your kind of challenge, keep reading.

Help Us Build What’s Next.

At Brightisle, we’re reimagining how people access and manage their own care and supports. We’re looking for a collaborative, results-driven Director of Operations to lead our Navigation Team for Individualized Funding Services to help turn that vision into reality.

This role located in the Halifax Metro Area in Nova Scotia is ideal for a leader who is an expert collaborator, thrives in a high-performance environment and who enjoys building teams, improving systems, supporting managers, and making a meaningful difference in people’s lives.

About Us

Brightisle is a leading provider of health and community care services. With more than 1,000 employees and over 25 years of experience, we are committed to improving lives through innovative, person-centered care and support services. Our values guide everything we do:

• Everyone Matters
• Be Honest and Kind
• Make it Happen
• Find a Better Way
• Have Fun

What You'll Do

You will provide strategic support, accountability and operational leadership for a growing service supporting participants, families, service providers. Collaborating on strategy with Brightisle leadership, Seafair team members, several partner organizations, and working directly with managers and support teams, your key responsibilities include: Leading Managers and teams composing the Navigation team for an Individualized Funding Service. Orchestrating and ensuring that onboarding, offboarding, hand-offs and escalations are delivered in accordance with operating standards and planned workflows.

• Ensuring an empathic, clear, problem-solving, and coaching-oriented approach is embodied by the Navigation team in their interactions with participants, families and services providers.
• Working with the Brightisle team and project partners to drive proficient use of the Navigation team’s technology stack.
• Driving operational performance, service quality, participant experience and seamless partner collaboration. Using data and KPIs to monitor performance, identify opportunities, and support continuous improvement.
• Overseeing operational planning, workforce resources, budgets, and service delivery processes, with support from managers and administrative and technical team members.
• Supporting the implementation and ongoing optimization of technology-enabled service models, workflows, and frontline tools.
• Guiding the development and ongoing improvement of practical operating procedures, training approaches, and service delivery supports.
• Ensuring teams have clear expectations and tools for maintaining accurate participant records, service reports, training records, and escalation logs.
• Promoting privacy-aware, participant-centred practices across service delivery.
• Supporting local office readiness and operational continuity in partnership with managers and administrative supports.
• Building strong relationships with staff, participants, families, service providers, and external partners.

What You Bring

• A degree in health, social sciences, business, communications, or a related field, or an equivalent combination of education and experience.
• 7+ years of progressive operational leadership experience in healthcare, community services, social services, or a related sector.
• Experience leading operational teams in structured, service-focused environments.
• Experience helping teams turn service requirements into practical workflows, training approaches, and frontline tools.
• Comfort working in service environments where privacy, documentation, reporting, and escalation practices matter.
• Strong background in performance management, operational planning, and continuous improvement.
• Excellent leadership, communication, and stakeholder management skills.
• Experience with individualized funding, seniors’ services, disability supports, or technology-enabled service delivery is considered an asset.
• Experience working with multi-partner, multi-stakeholder projects is considered an asset.
• Experience managing culture and performance for in-person and remote teams is considered an asset.
• Experience managing call centre operations considered an asset.

Who You Are

You're a collaborative and accountable leader who knows how to balance operational excellence with compassion. You can see the big picture while staying connected to the realities of frontline service delivery. Most importantly, you're passionate about creating services that make a meaningful difference in people's lives.

Why Brightisle?

This is a full-time permanent leadership opportunity with a growing organization that's committed to innovation, quality, and people. We offer competitive compensation, comprehensive benefits, RRSP matching, professional development opportunities, a wellness allowance, flexible work arrangements and a workplace culture that values both performance and purpose. The salary range for this role begins at $105,000 annually, with the final offer reflecting your experience, qualifications, and overall fit for the position.

Ready to Make an Impact?

Apply now by submitting your resume and cover letter. We’d love to hear from you before someone else incredible beats you to it. The posting will remain open until we have found the one!

At Brightisle, we believe our strength comes from the diversity of our people and the communities we serve. We are committed to fostering an inclusive, respectful, and equitable workplace and are committed to providing an accessible recruitment process and work environment. If you require accommodation at any stage of the hiring process, please let us know by emailing us at HR@brightisle.ca and we will work with you to meet your needs.

Work Location: In person