Director, Programs & Service Experience

The Director, Programs & Service Experience is a senior leadership role responsible for connecting organizational strategy, program and service design and development, implementation planning, and client experience to ensure Mitacs delivers high-impact programs and services that meet stakeholder needs.

The role provides leadership for Program Management and Service Design & Development and is accountable for ensuring programs and services are effectively translated from concept to execution. By bringing together planning, implementation readiness, service design, client insights, and operational coordination, the Director ensures Mitacs programs and services are scalable, effective, client-centred, and aligned with organizational priorities.

Working closely with Business Development, Program Development, Service Delivery, Research, Marketing, Finance, Operational Excellence and Technology & Product Management teams, the Director drives cross-functional collaboration to support successful program launches, stakeholder adoption, operational excellence, and long-term program impact.

The Director serves as a key organizational leader in shaping and delivering Mitacs programs and services across the client lifecycle.
Key Responsibilities

Program Strategy, Planning and Enablement

- Provide strategic leadership for the planning, implementation, and continuous evolution of Mitacs programs, services, funding opportunities, and strategic initiatives.

- Translate organizational priorities into executable implementation strategies, operational plans, governance frameworks, policies, and standards.

- Lead operational readiness, implementation planning, launch coordination, stakeholder engagement, training, and adoption activities.

- Advise senior leaders on implementation feasibility, risks, dependencies, organizational impacts, and resource requirements.

- Lead cross-functional planning and execution across Program Development, Business Development, Service Delivery, Finance, Marketing, Research, and Technology teams.

- Monitor program performance, risks, and outcomes to drive continuous improvement, operational excellence, and program impact.

- Support enterprise transformation initiatives through effective implementation planning, change readiness, and adoption.

Client Experience & Service Design Leadership

- Champion a client-centered approach across the organization, ensuring stakeholder needs, insights, and feedback inform decision-making, program design, and service delivery.

- Establish client experience goals, standards, and measures to strengthen satisfaction, engagement, and long-term stakeholder relationships.

- Lead the design and continuous improvement of end-to-end client and participant experiences across Mitacs programs and services.

- Oversee service design activities, including journey mapping, service blueprinting, testing, and implementation support.

- Partner closely with Product Management and organizational leaders to align service experiences, business processes, policies, and digital capabilities with organizational priorities.

- Leverage client feedback, operational data, research, and emerging trends to identify and prioritize improvement opportunities.

- Ensure service improvements enhance scalability, efficiency, consistency, and organizational outcomes while promoting accountability for client experience results across the organization.

Team Leadership & Development

- Lead and develop high-performing teams responsible for Program Management and Service Design & Development.

- Foster a collaborative, inclusive, and accountable culture focused on service excellence, innovation, and continuous improvement.

- Provide coaching, mentorship, and development opportunities to support employee growth and succession planning.

- Ensure team structures, capabilities, and resources align with organizational priorities and future needs.

- Lead teams effectively through change, promoting engagement