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About the Role

Lead the operations, quality, and performance of the Supporting Youth to Work team, providing leadership, coaching, and oversight to a team of Youth Coaches. Ensure services are delivered consistently, effectively, and across extended operating hours to meet the needs of young people. Maintain a high-quality, youth-friendly service experience while ensuring program integrity, service standards, and strong partnerships. Act as the first point of escalation for complex situations, supporting staff through coaching, quality reviews, performance monitoring, and continuous improvement initiatives.

Responsibilities

Lead, coach, support, and develop a team of Youth Coaches.
Conduct regular coaching sessions, team meetings, quality reviews, and performance discussions.
Support recruitment, onboarding, training, and ongoing development of staff.
Foster a positive, inclusive, collaborative, and youth-centered team culture.
Provide guidance on service delivery, program expectations, and professional development.
Oversee daily service operations and ensure appropriate coverage across digital support channels.
Manage team schedules and workload distribution to meet service demands and evening coverage requirements.
Monitor service standards, response times, quality indicators, and team productivity.
Act as the primary escalation resource for staff regarding complex, urgent, or high-risk situations.
Represent WCG at community events and public engagement.
Maintain strong working relationships with Employment Ontario service providers and community partners.
Coordinate referral processes, warm handoffs, and service escalation pathways.
Create and maintain feedback loops between the Youth Team and the Service Provider Network.

Requirements

Experience leading or supervising staff.
Experience supporting youth through employment, education or training services.
Strong coaching, communication, and problem-solving skills.
Strong digital literacy and virtual service delivery experience.
Commitment to equity, diversity, inclusion, belonging, and accessibility.
Experience leading, coaching, and developing teams that deliver youth-focused services and achieve performance outcomes.
Significant experience working with youth, including supporting employment, education, career exploration, training, or life-transition goals.
Experience within Employment Ontario or workforce development programs.
Experience leading digital service delivery, virtual customer support, or online engagement teams.
Knowledge of youth-serving systems, employment services, community resources, and referral networks.
Experience with quality assurance, service design, coaching frameworks, and performance management.
Post-secondary education in social services, business, community development, employment services, education, leadership, or a related field, or an equivalent combination of education and experience.
Lived experience navigating employment, education, career transitions, or employment support services considered an asset.

Skills

Coaching
Communication
Problem-solving
Digital literacy
Virtual service delivery
Quality assurance
Service design
Coaching frameworks
Performance management

Location

Onsite - Toronto, ON

Work Type

Permanent
Onsite

Experience Level

Management
Supervisory

Education Level

Post-secondary education in social services, business, community development, employment services, education, leadership, or a related field, or an equivalent combination of education and experience.

Salary/Compensations

$80,000 to $85,000 per year

Benefits

Comprehensive and flexible health and dental benefits
RRSP Matching program of 2.5% base earnings
Ongoing learning and development opportunities
Generous time-off policies that promote work/life balance

About the Company

Partnering with governments and local agencies across Canada to create sustainable employment opportunities for people, businesses and communities.
Believes in the power of work to transform lives.
Strengthened by diversity.
Committed to achieving a workplace that is equitable and representative of Canada’s diverse population.
Actively work to attract, develop, and retain employees from diverse and equity-deserving backgrounds who have exceptional ability and the desire to make a difference.
Continuously strive to support individual needs and differences in a work environment that is built on inclusivity and respect for everyone.
Committed to providing an accessible, barrier free recruitment and selection process.

Equal Opportunity

Commitment to equity, diversity, inclusion, belonging, and accessibility.
WCG is strengthened by diversity.
We are committed to achieving a workplace that is equitable and representative of Canada’s diverse population.
We actively work to attract, develop, and retain employees from diverse and equity-deserving backgrounds who have exceptional ability and the desire to make a difference.
We continuously strive to support individual needs and differences in a work environment that is built on inclusivity and respect for everyone.
WCG is committed to providing an accessible, barrier free recruitment and selection process.
If contacted for an employment opportunity, please advise us if you require accommodation in advance of any part of the recruitment and selection process.