Manager, Program Management 360insights (Canada) Ltd. Whitby, Ontario, Canada Executive/ManagementAbout this positionAbout 360insights360insights orchestrates how brands engage and grow their complex partner ecosystems. Our unified platform brings together streamlined experiences, incentives, and services so brands can coordinate go-to-market efforts with clarity, consistency, and control. Built for organizations with indirect channels and complex global incentive programs, we are trusted by leading brands worldwide.We welcome talent from all backgrounds and are committed to equal opportunity regardless of race, religion, ethnicity, age, disability, sexual orientation, or gender identity. Accommodations are available throughout the hiring process upon request. Learn more about our DEIB vision on our website.This is an existing vacancy.This role leads a team of Program Managers responsible for delivering high‑quality, consistent client experiences across our platform and services. This role exists to ensure that our clients and their customers receive reliable, well‑managed support from our team of client facing Program Managers. You will balance people leadership, client delivery, and operational excellence, while continuously improving how work gets done.You are a hands‑on, thoughtful leader who knows how to coach teams, manage complexity, and use data to make better decisions.Ideal candidate will have prior experience managing a team of Customer Success Managers, Implementations Managers, Account Managers or similar.What you'll doLead and develop the Program Management teamLead, coach, and support a team of Program Managers through regular 1:1s, team meetings, and performance reviewsSet clear goals and expectationsSupport onboarding, training, cross‑training, and ongoing skill developmentCreate a team culture that values accountability, learning, collaboration and client excellenceOwn client delivery and service qualityOversee day‑to‑day operational delivery for client accounts, ensuring SLAs and service commitments are metAct as a senior escalation point for complex client or customer issues, guiding investigations through to resolutionSupport client calls, business reviews, and other meetings as requiredMonitor client satisfaction through regular reporting and proactive issue managementDrive operational excellence and scalabilityEvaluate operational performance across client activity, balancing client experience with organisational scalabilityIdentify inefficiencies, risks, and improvement opportunities, and lead practical solutionsReallocate workloads as needed to ensure team effectiveness and service consistencySupport resource planning for new and existing client implementations, including additional oversight for large‑scale launchesUse data to inform decisionsAnalyse performance data, trends, and feedback to identify areas for improvementPresent insights, risks, and recommendations to senior leadershipReview Statements of Work (SOWs)



and support required approval processesBuild strong internal partnershipsMaintain and evolve the team knowledge base, processes, and training materialsPartner with internal teams on cross‑functional initiatives and operational projectsContribute to the creation and adoption of best practices across the client baseWhat you'll bringExperience leading teams in program management, account management, or client operations rolesStrong understanding of customer experience and issue resolution capabilitiesProven ability to manage conflict and handle client escalations calmly and effectivelyClear and confident communication skills, both written and verbalConfidence working with data, including analysis and presentation to senior stakeholdersStrong working knowledge of Excel skillsExperience with ticket management or service desk tools (e.G., Zendesk or similar)Ability to leverage AI tools to enable the team and to improve efficienciesAll our job postings provide starting pay bands for transparency. In addition to base salary we offer bonus, stock options plus a wide range of benefits.About 360insights360insights orchestrates how brands engage and grow their complex partner ecosystems. Our unified platform brings together streamlined experiences, incentives, and services so brands can coordinate go-to-market efforts with clarity, consistency, and control. Built for organizations with indirect channels and complex global incentive programs, we are trusted by leading brands worldwide.We welcome talent from all backgrounds and are committed to equal opportunity regardless of race, religion, ethnicity, age, disability, sexual orientation, or gender identity. Accommodations are available throughout the hiring process upon request. Learn more about our DEIB vision on our website.This is an existing vacancy.This role leads a team of Program Managers responsible for delivering high‑quality, consistent client experiences across our platform and services. This role exists to ensure that our clients and their customers receive reliable, well‑managed support from our team of client facing Program Managers. You will balance people leadership, client delivery, and operational excellence, while continuously improving how work gets done.You are a hands‑on, thoughtful leader who knows how to coach teams, manage complexity, and use data to make better decisions.Ideal candidate will have prior experience managing a team of Customer Success Managers, Implementations Managers, Account Managers or similar.What you'll doLead and develop the Program Management teamLead,



coach, and support a team of Program Managers through regular 1:1s, team meetings, and performance reviewsSet clear goals and expectationsSupport onboarding, training, cross‑training, and ongoing skill developmentCreate a team culture that values accountability, learning, collaboration and client excellenceOwn client delivery and service qualityOversee day‑to‑day operational delivery for client accounts, ensuring SLAs and service commitments are metAct as a senior escalation point for complex client or customer issues, guiding investigations through to resolutionSupport client calls, business reviews, and other meetings as requiredMonitor client satisfaction through regular reporting and proactive issue managementDrive operational excellence and scalabilityEvaluate operational performance across client activity, balancing client experience with organisational scalabilityIdentify inefficiencies, risks, and improvement opportunities, and lead practical solutionsReallocate workloads as needed to ensure team effectiveness and service consistencySupport resource planning for new and existing client implementations, including additional oversight for large‑scale launchesUse data to inform decisionsAnalyse performance data, trends, and feedback to identify areas for improvementPresent insights, risks, and recommendations to senior leadershipReview Statements of Work (SOWs) and support required approval processesBuild strong internal partnershipsMaintain and evolve the team knowledge base, processes, and training materialsPartner with internal teams on cross‑functional initiatives and operational projectsContribute to the creation and adoption of best practices across the client baseWhat you'll bringExperience leading teams in program management, account management, or client operations rolesStrong understanding of customer experience and issue resolution capabilitiesA professional, confident demeanourProven ability to manage conflict and handle client escalations calmly and effectivelyClear and confident communication skills, both written and verbalConfidence working with data, including analysis and presentation to senior stakeholdersStrong working knowledge of Excel skillsExperience with ticket management or service desk tools (e.G., Zendesk or similar)Ability to leverage AI tools to enable the team and to improve efficienciesAll our job postings provide starting pay bands for transparency. In addition to base salary we offer bonus, stock options plus a wide range of advantages.The pay range for this role is:75,000 - 85,000 CAD per year(Whitby, Canada)Share this Job:FIRST NAME:LAST NAME:EMAIL:PHONE:I agree to receive messaging notifications regarding my applications at the phone number provided. MSG & Data rates may apply. MSG frequency varies. Reply help for help and stop to end. For more information view our terms of service and privacy policy.#J-18808-Ljbffr

📌 Manager, Program Management - C$75,000 - C$85,000 A Year (Winnipeg)
🏢 360insights
📍 Winnipeg