Operational Lead – Customer Care, Exporter Engagement & Small Business – Inbound Sales & Service

Application deadline:April 10 2026

Join the EDC Team!

At EDC we support Canadian businesses to succeed globally. We provide the financial tools andexpertisethey need to explore new markets reduce risks all towards the goal of making Canada and the world better through trade. #LI-Hybrid

Position:Operational Lead Customer Care Exporter Engagement & Small Business Inbound Sales & Service

Employment Type:Permanent

Compensation Details:

• Cust. Care (Program Mgr) 18: Salaries typically range from $96 557 to $128 743 annually based on qualifications and experiences plus a performance-based incentive.

Location:

• Export Development Canadaoperatesin a hybrid work environment with a current requirement of two in-office days per week increasing to three days per week in September 2026(subject to change).

• This role can be performed from EDCs headquarters in Ottawa.
• Relocationassistanceis available for candidates who meet the eligibility criteria.

About EDC:

At Export Development Canada (EDC) we empower Canadian businesses to succeed globally. As afinancialCrown corporation we offer innovative financial solutions and expert insights to help businesses explore new markets mitigate risks and achieve growth.

Why Join EDC

• Comprehensive Benefits:EDC offers a competitive compensation & benefits package work-life balance & the opportunity to help make Canada and the world better through trade.

• Work-Life Balance:EDC offers a competitive compensation package & work-life balance. We have hybrid work options 3 to 4weeks paid vacation a corporate closure period summer early Fridays & no meeting Fridays.

• Professional Development:Take advantage of our continuous learning opportunities including training programsworkshopsand language training.

• Inclusive Culture:Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas strengths & backgrounds to succeed.

• Wellness Programs:Access to wellness initiatives mental health support and fitness programs to keep you healthy and happy.

• Community Engagement:Participatein volunteer opportunities and give back to the community through our various social responsibility programs.

Team Overview:

The Customer CareTeam (CCT) Exporter EngagementTeam (EET) and Small Business National Accounts(SBNA)teams work together to deliver seamless service support and growth for Canadian exporters.

TheCustomer CareTeamprovides service and operational support to customers across all market segments. The team resolves technical issuesassistswith navigation of digital tools handles policy administration inquiries and ensures customers receivetimelyandaccuratesupport throughout their journey.

TheExporter EngagementTeamacts as the primary inbound contact point for prospects and partners. The team triages inquiries educates new exporters on EDC solutions and qualifies leads generated through marketing partner channels and digital pathways ensuring highpotentialopportunities are directed to the right teams quickly.

Small Business National Accounts focuses exclusively on small business customersprospectsand partnerssupportingexporterslongterm growth through proactive account management renewals and crosssell opportunities. The team manages highergrowth and more complex customer needs within the Small Business portfolio using both dedicated account management and a pooled servicing approach to ensure customers receive the right level of support.

Together these teams form a connected support and salesgroupthat helps Canadian companies navigate exporting with confidence. They ensure customersand prospects receive the guidanceexpertise and support they need at every stage of their relationship with EDC.

What you will be doing:

The Operational Lead owns the design governance and ongoing maintenance of operational processes across the Customer Care Team (CCT) Exporter Engagement Team (EET) and Small Business National Accounts (SBNA). The role is accountable for ensuring workflows SLAs tools and knowledge assets are clearly defined documentedversion controlled and operationally effective.

As the owner of process standards and documentation the Operational Leadrepresentsfrontline operational needs in enterprise initiatives manages downstream impacts and leads operational readiness and execution as systems processes and business priorities evolveensuring consistent scalable execution across teams.

In this role you will:

Operational ProcessLead& Governance

• Accountable for design governance and maintenance of operational processes across CCT EET and SBNA

• Define and govern process maps workflows routing logic SLAs and operational standards

• Ensure processes align with business priorities regulatory requirements and customer experience objectives

Knowledge Assets & Documentation

• Own governance maintenance and version control of frontline operational documentation

• Ensure scripts templates workflows process maps and knowledge articles areaccurate current and controlled

• Act as system of record for approved operational processes and standards

Technology & Systems Enablement

• Primary operational point of contact for Technology teams supporting CCT EET and SBNA

• Translate frontline operational needs into business and system requirements

• Assess operational impacts dependencies and downstream effects of system changes

• Lead operational readiness and validation for technology and system launches

Operational Change & Launch Readiness

• Own operational readiness and execution for new tools systems workflows and process changes

• Define operational scope readiness criteria success measures and handoffs

• Coordinate execution across teams to ensure consistent adoption and continuity

Frontline Representation & Stakeholder Engagement

• Represent frontline operational needs in enterprise initiatives and cross-functional forums

• Manage downstream impacts and dependencies to protect frontline execution

What we are looking for

• University degree in Business Administration Commerce Operations or a related field.

• Minimum 7 years of experience in operational support service delivery operations presales operations or a similar role.

• Strong understanding of frontline workflows in service support sales or account management.

• Understanding of EDCs business and products

• Demonstrated experience gathering business requirements and coordinating with technology teams.

• Ability to translate strategy and technical requirements into operational execution.

• Proventrack recordcoordinating cross-functional initiatives involving business and technology stakeholders.

• Strong communication documentation and stakeholder alignment skills.

• Ability to manage multiple priorities assess operational impacts and bring structure to fast-paced environments.

• Experience working with knowledge bases workflows and operational tools.

• High degree of ownership autonomy and ability to drive execution end-to-end.

What will make you stand out

• Frontline experience or business experience within EDC ( Managementunderwriting operations) or comparable experience in a similar environment.

• Experience with technology enablement launch readiness or change management.

• Knowledge of EDC systems and tools such as ServiceNowCISC3or CX platforms.

• Bilingual in English and French.

Eligibility:

EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.

This position is open to individuals who meet all the essential criteria outlined above and submit their applications by the closing date. Ready to make a difference This is your chance to join a dynamic growing team and leave your mark on our organization development finance and the world.

Apply today!

Want to learn more about EDC Check our website here

EDCs Commitment to Employment Equity

Export Development Canada (EDC) is dedicated to fostering employment equity and building a diverse workforce. We are committed to creating a safe and inclusive environment that respects people from all cultures backgrounds and abilities. At EDC we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow develop succeed and be their truest selves.

We actively encourage applications from women Indigenous peoples visible minorities persons with disabilities and members of the 2SLGBTQI community.

Your application must clearly demonstrate how you meet all the requirements. We thank all applicants interest in a career at EDC; however only those selected for an interview will be contacted. Please note that qualified candidates may be considered for similar roles at this level within EDC.

EDC recognizes that disclosing the need for accommodations can be a personal matter. Please know that as an organization we are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs. Our aim is to ensure you have a comfortable and positive experience throughout the recruitment process so please do not hesitate to contact us directly for any accommodation requests at . We are here to support you every step of the way.