Youth Service Manager

Job Description

Location: Onsite - Toronto, ON 

About the role 

At WCG, we believe in the power of work to transform lives. As the Youth Service Manager, you will lead the operations, quality, and performance of the Supporting Youth to Work team, providing leadership, coaching, and oversight to a team of Youth Coaches delivering digital engagement, resource navigation, outreach, and employment-related support to youth. You will ensure services are delivered consistently, effectively, and across extended operating hours to meet the needs of young people when they need support most.

You will be responsible for maintaining a high-quality, youth-friendly service experience across all channels, while ensuring program integrity, service standards, and strong partnerships with Employment Ontario providers and community organizations. As the first point of escalation for complex situations, you will support staff through coaching, quality reviews, performance monitoring, and continuous improvement initiatives. Operating within WCG's policies and delegation of authority, you will also serve as a key spokesperson and champion for youth services.

What you'll do

• 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.

Qualifications

What you bring

• 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.

Preferred

• 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.

For complete job requirements, see the full Job Description here.

Additional Information

What we offer

• Competitive salary of $80,000 to $85,000 per year
• 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
• A diverse and inclusive workplace with a track record of high employee engagement and teamwork
• The opportunity to do work that makes a difference!

Diversity, Equity, Inclusion and Belonging Matter

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.

Passion and Lived Experience Matter!

If you don’t quite have the above credentials but feel passionate about this role and your ability to do it successfully, please APPLY ANYWAY! Tell us in your application why you believe you would be a great fit. We believe in developing talent and have a wide range of opportunities to support passionate team members as they grow towards their employment goals.