Senior Director, Strategy, Performance and Service Excellence
Technology is reinventing higher education and at OCAS we play a vital role in helping shape this evolving landscape. We deliver dependable technology systems and business services to support our industry partners and create new pathways for learners exploring and applying to Ontario’s public colleges.
Recently named a Waterloo Area Top Employer for the eleventh consecutive year, we’re looking for innovators who can bring their expertise and passion to our growing team.
The Senior Director, Strategy, Performance and Service Excellence at OCAS is a key leadership role responsible for advancing organizational transformation and strengthening how strategy is translated into action across the organization. Reporting to the President and CEO, you will provide enterprise-wide direction for strategic and corporate planning, performance management, customer experience, service excellence, and Contact Centre operations.
This role is central to ensuring OCAS remains aligned with its refreshed strategic plan, delivers measurable results against enterprise priorities, and continuously improves service delivery for Ontario’s public colleges, applicants, and other interest holders. You will bring strategic insight, operational leadership, and a strong commitment to service excellence in a complex, evolving environment.
As a member of the OCAS team, you will work with remarkable individuals and colleagues who support each other in achieving high performance.
In this role, you will:
- Provide senior leadership for OCAS’s organizational transformation
- Ensure alignment with the refreshed strategic plan and advance key organizational priorities that support long-term sustainability and effectiveness
- Oversee the annual strategic and corporate planning processes across the organization
- Ensure organizational priorities, departmental plans, and business activities are aligned and focused on delivering value to Ontario’s public colleges
- Lead the Strategy, Performance and Service Excellence department by setting direction, clarifying accountabilities, and aligning priorities across teams
- Ensure the department effectively enables organization-wide execution and continuous improvement
- Champion OCAS’s service excellence agenda across customer experience, service standards, and service delivery performance
- Oversee Contact Centre operations, issue resolution processes, interest holder feedback mechanisms, and continuous improvement initiatives
- Ensure services are responsive, effective, and aligned with the needs of Ontario’s public colleges, applicants, and other interest holders
- Translate organizational strategy into business plans, workplans, KPIs, performance measures, and accountability frameworks
- Enable effective progress monitoring, organizational alignment, and informed decision-making through clear planning and performance structures
- Oversee enterprise performance reporting, strategic monitoring, organizational dashboards, and governance reporting
- Provide leadership with actionable insights that strengthen accountability and support achievement of strategic objectives
You should have:
- A Master’s degree in business administration, public administration, organizational leadership, strategy, performance management, higher education, or a related field
- A minimum of 7 years of senior leadership experience in strategy, corporate planning, organizational performance, service excellence, administration, or a related area
- At least 5 years of experience working within Ontario colleges
- Demonstrated ability to translate organizational strategy into practical plans, priorities, business plans, KPIs, and performance metrics
- Strong understanding of how planning and performance frameworks support execution, accountability, and enterprise alignment
- Experience designing and overseeing performance measurement frameworks, progress monitoring approaches, and organizational reporting processes
- Ability to use performance insights to inform decision-making and guide strategic action
- Experience leading customer-facing service delivery functions, including the establishment of service standards and operational performance measures
- Demonstrated success driving service excellence and continuous improvement in a complex organizational environment
- Proven experience leading organizational transformation initiatives and supporting the adoption of new ways of working across teams and functions
- Strong ability to lead multidisciplinary teams and build alignment among diverse internal and external interest holders
- Excellent communication, critical thinking, and relationship-management skills
- Demonstrated ability to advise senior leaders, influence decision-making, and support organization-wide change
Why OCAS?
- Enjoy a flexible hybrid work model, with three days each week in our Guelph office and two days working remotely.
- Join a collaborative team that is passionate about technology, innovation, and continuous improvement.
- Work in an environment where new ideas are welcomed and better ways of working are encouraged.
- Start with 22 vacation days, plus a paid company shutdown during the holiday season.
- Plan for the future with a defined benefit corporate pension plan.
- Access comprehensive benefits, including vision, dental, extended health care, life insurance, and more.
- Give back through paid volunteer time and opportunities to support local charities in your community.
Position reports to: President and CEO
Salary range: $128,000 - $170,000
OCAS is committed to fostering a diverse and inclusive workplace. We welcome and encourage applications from diverse candidates, including people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
