Venor is proud to partner with our client, Brightisle, in the recruitment of an Operations Director. Brightisle is a leading provider of health and community care services in Newfoundland and Labrador and are energized by the challenge to improve our collective health and well-being and to make care better. As part of a collaborative initiative involving government, community, and sector partners, Brightisle is supporting the implementation of an innovative service model focused on enhancing access to community-based supports. This work brings together technology, service excellence, and person-centered approaches to improve outcomes and strengthen independence, choice, and inclusion for the individuals and families served. (https://www.seafair.ca/news/owncare-novascotia)

We are looking for an experienced operations leader who thrives in a high-touch service workplace and is energized by the opportunity to build a program from the ground up. The ideal candidate brings a solid track record leading structured, performance-driven service teams - ideally within healthcare, social services, disability services, or another frontline human-services setting - along with the judgment to navigate government partnerships and a multi-stakeholder consortium. This individual will be a warm, relational leader who leads with data as much as empathy. This role is for someone who is comfortable setting (and holding) teams accountable to service-level metrics, while creating a genuinely supportive environment for staff delivering emotionally demanding, high-touch work. It’s key that this person has confidence operating independently, paired with strong relationship-building skills,



as will comfort with ambiguity in a program that will continue to take shape well past its launch date next year.

This permanent, full-time role is based out of Brightisle's new Halifax office.

What you'll be doing:

- Provide overall leadership and direction for Navigation and Individualized Funding Services, ensuring high-quality, participant-centred service delivery across all channels.
- Lead, mentor, and support Managers overseeing Navigators, System Administrators, and operational teams within a structured, performance-driven environment.
- Build a team culture that is warm, supportive, and informal, while maintaining clear expectations and consistent service standards.
- Partner with Human Resources on recruitment, onboarding, performance management, and retention strategies.
- Develop and implement training programs to prepare staff to deliver high-quality service in an evolving environment.
- Support Managers and Navigators in resolving complex or escalated participant situations with sound judgment and responsiveness.
- Monitor key performance indicators, including service levels, response and resolution times, and participant satisfaction, using data to drive accountability and continuous improvement.
- Oversee quality assurance, including call monitoring, documentation audits, and coaching frameworks.




- Develop and execute strategic and operational plans to support the implementation and scaling of the program model and its supporting technology platform.
- Oversee budget management, workforce planning, and resource allocation, ensuring participant funding is administered within approved budgets and compliance requirements.
- Lead the integration and ongoing effectiveness of telephony, CRM, and case management systems, in collaboration with technology partners.
- Act as a key operational liaison with provincial partners and consortium collaborators, supporting strong relationships and alignment.

What you'll bring:

- Bachelor's degree in health, social sciences, business, or a related field, or an equivalent combination of education and experience.
- 7+ years of progressive leadership experience in operations, ideally within healthcare, social services, disability services, community care, or another frontline human-services environment.
- Proven experience leading structured, service-focused teams with clear performance expectations.
- Demonstrated success in strategic planning, program implementation, and operational execution - comfort building a program from the ground up is a strong asset.
- Strong experience managing service levels, performance metrics, budgets, and continuous improvement initiatives.
- Experience working with seniors and/or individuals with intellectual disabilities is an asset.
- Experience implementing or operating technology-enabled service models is an asset.
- Exceptional leadership, communication, and stakeholder management skills, with the ability to build trust and navigate complex, multi-partner relationships, including government partners.
- A relational, empathetic leadership style, balanced with the resilience and flexibility to

📌 Operations Director (Halifax Regional Municipality)
🏢 VenorTalent
📍 Halifax Regional Municipality