Program Delivery Manager at Kids Help Phone

​​​​Job title

Manager, Program Delivery

Department

Service Programs

Reports to

Director, Service Programs & Innovation Implementation

Salary range

$67,000-$72,000

Job type

Full-Time, Permanent, Hybrid working 2-3 days per week

Location

Ontario

Posting period

Sunday May 10, 2026

The opportunity

Are you motivated by the chance to help ensure all young people in Canada can access mental health support and Feel Out Loud? Kids Help Phone (KHP) is Canada’s Unlock The Hope Youth Charity. We’re the first and Canada's only national 24/7, free, confidential, and multilingual e-mental health service for youth and a global leader in innovation for youth and their well-being.

Reporting to the Director, Service Programs & Innovation Implementation, the successful candidate will support Service Programs. It’ll take courage, collaboration, innovation, resilience and trust. If you’re interested in transforming e-mental health solutions with KHP, you can explore this opportunity today!

The responsibilities:

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Program Leadership

• Work with senior management to identify, roadmap, and implement strategies for ongoing program delivery and achievement of programmatic goals.
• Manage and achieve annual workplans to strengthen services to young people, including working in partnership with other organizations and internal teams.
• Provide management support to team members as required, including recruiting and training employees and supporting growth opportunities for employees in line with Culture Amp results and organizational capabilities
• Work collaboratively with the M&P teams to develop necessary processes and ensure the journey of a young person or community through KHP’s programs is seamless and impactful

Program Operations

• Work closely with the I&R Lead to appropriately maintain the KHP Resource Database, including the use of best practices for resource evaluation
• Oversee moderators of the Peer-to-Peer Community, with the support from the Clinical Practice Specialist team
• Ensure seamless delivery of Counsellor in the Classroom program, leading relevant team members and managing stakeholders as required.
• Work collaboratively across the M&P team to plan and implement the standardization of program assets and operating procedures to achieve program objectives, scalability, and streamlined consistency
• Work collaboratively with managers across Service Programs team to ensure the end-to-end experience of a user or program participant is smooth and impactful
• Collaborate with the clinical operations team to gain clinical oversight on program delivery where required
• Identify risks and opportunities across program delivery and develop and implement mitigation strategies.

Program Strategy & Planning

• Develop and manage budget for projects and programs and be accountable for delivering against established funding goals/objectives
• Develop required processes to support workflows across teams, improving quality of programs and experience of users/program participants
• Collaborate across the Service Programs Team to identify opportunities to consolidate processes and scale program delivery efforts reaching more youth in equitable ways
• Embed new innovations into the delivery team, building new processes or adapting initiatives as required
• Monitor program impact and report on results internally and externally to ensure a high level of program quality and impact.

Education and Knowledge

• Post-secondary degree or diploma in relevant discipline (e.g. public health, social work, education, applied social sciences, communications)
• Strong understanding of the mental health landscape for youth in Canada

The qualifications

• Post-secondary degree or diploma in relevant discipline (e.g. library science, product management, public health, social work, education, applied social sciences, communications)
• 3-5 years of experience working in project and/or program management or delivery
• 2-3 years of people management experience.
• Ability to create roadmaps and workplans to accomplish program objectives
• Demonstrated ability to scale programs, track results and effectively communicate progress and outcomes.
• Strong written and verbal communication skills required
• Can prioritize effectively to manage multiple initiatives and changing priorities across multiple programs, while remaining flexible and accountable to timelines
• Effectively utilizes data and analytics to continually enhance processes and activities that serves youth and communities
• Ability to represent an organization through presentations, media or external facing communications
• Able to work effectively in a flexible working environment
• Ability to collaborate across various internal teams to implement activities
• Strong analytical and problem-solving skills with an ability to see the bigger picture
• Previous experience with using CRM
• Previous experience in database management

Preferred / Advantageous:

• French language proficiency
• Knowledge and experience in grant reporting
• Salesforce experience is an asset

Don’t meet every qualification listed? Studies often report equity-deserving people are less likely to apply for jobs unless they meet every requirement. KHP is dedicated to building a more diverse, inclusive and authentic workplace, so if you’re excited about this role, but your experience doesn’t align with every qualification, we welcome you to apply anyway. You may have the qualifications / experience for this role or other opportunities at KHP!

The application process

To apply for this opportunity, you can tap the “Apply” button on this page and follow the on-screen instructions.

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About KHP, Canada’s Unlock The Hope Youth Charity

Kids Help Phone (KHP) is Canada’s only free, national, 24/7, multilingual and confidential e-mental health service for youth to get help and Feel Out Loud. Since 1989, KHP has been the empowering, trusted changemaker giving young people’s feelings, big and small, a non-judgmental place to go through personalized well-being solutions. A made-in-Canada, global leader, KHP continually evolves by blending data, innovation and technology with real human support and clinical knowledge to unlock the hope young people need to thrive in their world. Explore help for all the feelings at KidsHelpPhone.ca.

Inclusion, Diversity, Equity and Accessibility (IDEA)

KHP has a role to play in effecting social change and advancing equity. This is why the practice of IDEA is critical to us. KHP has a long history of celebrating and advancing IDEA through our tailored programs, services, policies, initiatives and task forces with contributions and leadership from teams across the organization. We will not waver on these commitments and will continue leading the way in making the workplace, and the world young people live in, more inclusive, diverse, equitable and accessible.

We believe it’s critical that our services empower everyone who interacts with us to bring their authentic selves to an environment of mutual respect. An open and diverse community can foster the inclusion and amplification of voices that have been, and continue to be, underrepresented.

As such, we welcome applicants from equity-deserving communities (e.g. Indigenous Peoples, racialized persons, persons with disabilities, women, 2SLGBTQ+ individuals, etc.). We strongly believe that alleviating the underrepresentation of equity-deserving groups will help create a stronger KHP and help us better support the needs of youth from coast to coast to coast.

To learn more about how we are committed to advancing IDEA, you can explore KHP’s IDEA 2023–2027 Strategy and Action Plan.

Accommodations

KHP welcomes applications from people living with disabilities. Reasonable accommodations are available upon request during any phase of the application / hiring process. If you’re contacted about an opportunity, you can reply and let us know if you require accommodations at any time.

Compensation and benefits

Salaries at KHP are determined by candidate experience, qualifications and specific skill sets, as well as market and operational considerations. Potential additional benefits at KHP include:

Candidate verification

The successful candidate for this opportunity will be asked to complete a background screen, which may include criminal, credit, employment and educational checks. All offers of employment are conditional on the receipt of satisfactory results of any applicable check.

Privacy

KHP cares about your privacy! We’re required to save select information about opportunities, applications and interviews for set periods of time. To learn more, you can explore KHP’s Privacy Policy or contact us using our general form.

Message to agencies

KHP doesn’t accept unsolicited phone calls, referrals and / or resumes from any source other than directly from candidates. KHP won’t consider unsolicited phone calls, referrals and / or resumes from vendors including and without limitation, search firms, staffing agencies, fee-based referral services and recruiting agencies. The submission of unsolicited referrals and / or resumes by anyone other than a candidate directly to KHP is deemed gratuitous. KHP won’t be obligated or bound in any way to pay a referral or any other fee if a person referred to us from a source other than a direct candidate is subsequently hired.