Director, Online Services

Title: Director, Online Services
Reports To: Vice President, Data Strategy & Digital Solutions
Location: Flexible to any ACCES Location
 

ACCES Employment is a leader in connecting qualified jobseekers from diverse backgrounds with employers across the Greater Toronto Area (GTA), Ontario and Canada. ACCES helps more than 42,000 job seekers each year at seven locations in the GTA. As a charitable not-for-profit organization, ACCES provides job search services that connect newcomers, jobseekers, youth, women, and refugees to jobs that reflect their skills and experience. We provide 35+ customized job search programs that meet the unique needs of our jobseekers. Our vision is to achieve a fully inclusive labour force that reflects the diversity, skills, and experience of Canada's population.

We are looking for skilled talent who thrive in a flexible and innovative environment. ACCES offers an excellent benefits package, a RRSP matching program, and an Employee & Family Assistance Program.

Scope:

This role is responsible for the procurement and strategic use of platforms and other digital tools in service delivery, the staff training strategy to ensure program teams have the knowledge and skills to use these platforms/tools independently, ensuring an AI-based virtual assistant (VERA) remains an accurate and viable doorway to services, and leading the optimization of Salesforce to promote process efficiencies, data quality, and compliance.

Key Responsibilities Include:

• Function as a primary liaison between program teams and technical resources to develop solutions that meet business needs.
• Proactively and collaboratively facilitate analysis of business procedures to develop sustainable solutions for enterprise applications and integrated systems.
• Lead project management for all Salesforce optimization projects, including clear capture of business requirements, provision of functional deliverables, milestone planning, initial testing, user acceptance testing, follow-up, and change management.
• Work collaboratively with IT and other departments to implement solutions that pursue service excellence.
• Identify and manage risks by developing and implementing risk mitigation measures.
• Oversee the training strategy and resources to ensure program staff are equipped to use platforms/tools in service delivery.
• Lead the successful integration of platforms/tools in program delivery, including honing processes to efficiently administer user accounts/licenses, providing program teams with data insights on platform/tool use, and ensuring that platforms/tools positively contribute to the achievement of programs’ learning objectives.
• Ensure VERA (AI-based virtual assistant) is a viable doorway to ACCES’ programs and services, including overseeing the maintenance and accuracy of VERA, as well as collaboratively collecting internal stakeholder feedback to identify and execute strategic enhancements.
• Manage and support direct reports, including recruitment, supervision, performance management, engagement, and training. Direct reports include Salesforce Database Administrators and platform specialists.
• Procure and oversee the work of vendors to ensure efficient and cost-effective acquisition of technology purchases; oversee warranties and service agreements.
• Stay informed on new or emerging trends and technologies that provide clear benefits to the organization, partners, and/or clients.
• Contribute to funding proposals and opportunities to share ACCES’ work with the broader sector.
• Other duties as assigned, including support of site activities.
• Ability to travel between ACCES locations, as needed.
• Flexibility to work occasional evenings and weekends.

Education, Training, and Experience:

• University/college degree.
• Minimum 5 years’ experience in project management; experience with technical projects is an asset.
• Minimum 3 years’ experience in managing direct reports.
• Previous experience in the not-for-profit sector and working in a diverse community is an asset.
• Proficient use of Microsoft Office Suite with in-depth knowledge of Word, Excel, PowerPoint, and online collaboration tools.

• Demonstrated leadership experience, a collaborative decision-maker, and an open and effective communicator (verbal and written).
• Excellent interpersonal skills and the ability to work effectively with roles across the organization.
• Guided by a commitment to customer service and timely follow-through.
• Ability to manage multiple current projects and a broad portfolio through strong time management skills, agility, problem-solving skills, a pro-active approach, and a sense of urgency.
• Strong analytical skills with ability to identify recommendations and opportunities from data.
• Acute attention to detail and big-picture thinking are required.
• Excellent negotiating and cost-control skills.
• Knowledge of data governance practices, business technology, application services, and data protection.
• Ability to work effectively independently and in a team, set priorities, identify needs, and provide direction and leadership to a project team.

Equity, Diversity, and Inclusion are central to our mission, values, and operations. We foster an inclusive workplace where every employee feels a sense of belonging. Our diverse team generates innovative solutions to complex challenges, supporting our vision for an inclusive labour market in Canada. We recognize the value of workplace diversity and leverage it to develop services that meet the broad needs of our clients. Through partnerships and effective service delivery, ACCES promotes equity for marginalized populations.

Accessibility and Accommodation: ACCES Employment is also committed to developing inclusive, barrier-free selection processes and work environments. Please advise our HR representative or hiring manager of any accommodation measures that are required. Information received relating to accommodation measures will be addressed confidentially.