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Customer Service & Operations Manager, English Language Program, Continuing Education

Job ID: 26155

Updated: June 22, 2022

Location: Main Campus

We would like to take this opportunity to acknowledge the traditional territories of the people of the Treaty 7 region in Southern Alberta. The City of Calgary is also home to Métis Nation of Alberta, Region III.

Position Overview

The English Language Program within University of Calgary Continuing Education is currently seeking a Full-time Regular Customer Service & Operations Manager.

University of Calgary Continuing Education houses one of Canada's largest and most successful continuing education departments. In support of the University of Calgary's core principles and financial objectives, Continuing Education is an academic unit with a mandate to respond to the needs of the community through the design, development and delivery of lifelong learning opportunities.

The English Language Program (ELP) provides second language learning solutions at the local and international level for individual, institutional, and business clients. High quality, customer-centered, comprehensive language programs for international adult learners are the core business of the ELP. This position reports to the Associate Director, International and works closely with Managers, Coordinators, Instructors and other staff in a cross-functional team environment that supports over 1000 English learners annually. The Customer Service & Operations Manager leads the ELP Operations Team and ensures excellence in ESL customer service, international student support, and program coordination and, when required, provides expertise to senior management, staff, instructors, UCalgary stakeholders, and prospective students.
Additionally, this program oversees the delivery of supports services for full-time international students in Continuing Educations’ International Professional Programs (IPP) and Calgary International Summer Program (CISP).

The ELP program occasionally requires the ability to work a variable schedule (evenings, weekends, and irregular work days).  Peak work periods are August, September, January, and April.  Time off during peak periods will be limited.

The Customer Service & Operations Manager will lead a team of Coordinators and ESL Student Supports  that serve the administrative, operational and customer service needs of revenue generating, term-based educational English language programs. The incumbent will ensure that direct reports have all the required knowledge and support to be successful in their roles, and that quality customer service and program coordination is provided to students, instructors, and staff in a consistent manner.

This position manages issues of varying complexity on a daily basis and handles a high volume of work covering a broad and diverse spectrum of issues.  The role requires the incumbent to take a pro-active part in initiating and contributing to the formulation and implementation of polices and processes as they relate to serving existing and prospective ELP students, clients, and sponsorship agencies. The incumbent must be able to effectively anticipate, independently plan and proactively implement administrative / operational solutions that are critical to the successful day-to-day functioning of the program coordination activities across the ELP team.

Position Description

Summary of Key Responsibilities (job functions include but are not limited to):

  • Manages a team of 4 Coordinators/ESL Student Supports (AUPE) including recruitment, orientation, supervision of work, training, mentoring, performance evaluation, time reporting, performance management (using the resources and tools available through HR), discipline, and termination (if required).
  • Ensures optimal individual and team functioning
  • Manage the work priorities of Coordinators, Student Supports, and temporary/casual staff.
  • Supports and guides staff on a day-to-day basis, providing coaching and mentoring when required
  • Develop and maintain efficient processes for recruitment, registration, program evaluation, customer service, program administration and instructor liaison.
  • Develop, implement and maintain customer service policies, procedures and standards.
  • Lead the administration of teaching and learning support including instructional supplies, facilities scheduling, and placement testing.
  • Manage student records (registrations, student teacher evaluations, and academic).
  • Collaborate with sponsorship agencies, governmental bodies, industry, and community organizations in meeting English language educational and operational needs for their students, members and employees
  • Identify, develop and maintain key internal and external contacts and resource information that is vital to support services to students and clients
  • Collaborate with other UCalgary units in delivering support services for English Language Program (ELP), International Professional Programs (ELP), Calgary International Summer Program (CISP) students.
  • Source and implement international student supports from internal departments and external vendors
  • Liaise with other UCalgary departments to ensure the Continuing Education’s core systems (Peoplesoft/Desire2Learn) and Continuing Educations core system (Destiny One) support ELP, IPP, and CISP students.
  • Ensure PCI compliance and ELP financial functions meet university standards.
  • Manage central team functions involving space, equipment, supplies, telecommunications and front office operations
  • Liaise with staff, instructors, professional associations, and governmental bodies to deliver quality educational programs
  • Establish and implement vehicles for on-going communication with students,  instructors, corporate and accrediting organizations
  • Lead and manage the ELP registration process, student needs and financial viability to meet the department mandate and strategies
  • Design, develop and update administrative protocols and logistical processes for course deliver
  • Monitor best practices and emerging trends in ESL service delivery
  • Ensures that University policy and procedures with respect to Freedom of Information and Protection of Privacy Act, Records Management, and Risk Management are adhered to
  • Lead the ELP Operations Team to ensure timely and efficient completion of course registrations, transfers/withdrawals, fee transactions  and letters of acceptance

Qualifications / Requirements:

  • An undergraduate degree in business, education, or other relevant area.
  • A minimum of 10 years of experience working in the post-secondary, international, language-training sector.
  • A minimum of 5 years of experience providing training and mentorship in program administration and delivery.
  • A proven track record of exceptional client relationships and customer service is required.
  • Knowledge and understanding of the educational and training needs of international students, immigrants and corporate professionals.
  • Strong and proven leadership skills, with the ability to motivate, guide and sustain a team through change.
  • Demonstrated ability to interpret strategic direction with the capability to operationalize plans, implement processes and document procedures for standardization.
  • Proven ability to make sound judgements, act decisively and provide clear direction on a wide range of issues.
  • Ability to perform multiple and complex tasks with attention to detail as well as excellent written and verbal communication skills is required.
  • Experience with governmental sponsorship and funding bodies is required.
  • Advanced understanding of the Destiny One course registration system and a strong understanding of the University's core business systems PeopleSoft, e-Procurement, and Desire 2 Learn are required.
  • Fluent in MS Office Suite UClass File Management system is required.
  • Strong file management and trouble shooting skills.
  • Ability to assess organizational requirements for employee development and advancement would be an asset.
  • Written and oral fluency in Japanese, Korean, or Spanish would be an asset.

Application Deadline:  July 6, 2022

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

Additional Information

This position is classified in the Management Career Band, Level 1 of the Management and Professional Staff Career Framework.

To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website.

The University strongly recommends all faculty and staff are fully vaccinated against COVID-19.

About the University of Calgary

The University of Calgary is Canada’s leading next-generation university – a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation’s most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canada’s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit

The University of Calgary has launched an institution-wide Indigenous Strategy in line with the foundational goals of Eyes High, committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Equity, Diversity and Inclusion ([email protected]) and requests for accommodations can be sent to Human Resources ([email protected]).

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.


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