Manager, Program Management in Whitby, Ontario at 360insights (Canada) Ltd.

About 360insights

360insights 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 do

Lead and develop the Program Management team

• Lead, coach, and support a team of Program Managers through regular 1:1s, team meetings, and performance reviews
• Set clear goals and expectations
• Support onboarding, training, cross‑training, and ongoing skill development
• Create a team culture that values accountability, learning, collaboration and client excellence

Own client delivery and service quality

• Oversee day‑to‑day operational delivery for client accounts, ensuring SLAs and service commitments are met
• Act as a senior escalation point for complex client or customer issues, guiding investigations through to resolution
• Support client calls, business reviews, and other meetings as required
• Monitor client satisfaction through regular reporting and proactive issue management

Drive operational excellence and scalability

• Evaluate operational performance across client activity, balancing client experience with organisational scalability
• Identify inefficiencies, risks, and improvement opportunities, and lead practical solutions
• Reallocate workloads as needed to ensure team effectiveness and service consistency
• Support resource planning for new and existing client implementations, including additional oversight for large‑scale launches

Use data to inform decisions

• Analyse performance data, trends, and feedback to identify areas for improvement
• Present insights, risks, and recommendations to senior leadership
• Review Statements of Work (SOWs) and support required approval processes

Build strong internal partnerships

• Maintain and evolve the team knowledge base, processes, and training materials
• Partner with internal teams on cross‑functional initiatives and operational projects
• Contribute to the creation and adoption of best practices across the client base

What you'll bring

• Experience leading teams in program management, account management, or client operations roles
• Strong understanding of customer experience and issue resolution capabilities
• A professional, confident demeanour
• Proven ability to manage conflict and handle client escalations calmly and effectively
• Clear and confident communication skills, both written and verbal
• Confidence working with data, including analysis and presentation to senior stakeholders
• Strong working knowledge of Excel skills
• Experience with ticket management or service desk tools (e.g., Zendesk or similar)
• Ability to leverage AI tools to enable the team and to improve efficiencies

All 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.