Manager, Community Support and Information

We’re not your typical non-profit. We bring swagger to everything we do. That means we move with purpose in every step, driven by our commitment to putting our community at the centre of our work. Every day, we ask ourselves to see possibility where others see limits. Because people with Parkinson’s and care partners deserve better. Better care, more inclusive research and access to treatment and supports that make living well possible.

Our culture is ambitious, bold and collaborative. Every role is a chance to spark real change and contribute to lasting impact. If you’re passionate about applying your knowledge, skills and passion to a role that challenges the status quo – we'd love to meet you.

Working at Parkinson Canada is more than just a job—it’s a movement.

At Parkinson Canada, we envision a world where no one is limited by Parkinson’s. Today, more than 120,000 people in Canada are living with this complex and deeply personal condition. We’re inspired every day by the courage and strength of our community. Every individual has their own unique experience with Parkinson’s — no two journeys are alike.

Our mission is to empower and inspire people living with Parkinson’s and their care partners to live fully and courageously. Through community support, advocacy, and research, we encourage others to see a diagnosis not as a dimming of light, but a spark for a new beginning.

Move forward. Together. On Mission.

Job Overview

The Manager, Community Support and Information is responsible for end-to-end management of Parkinson Canada’s client support services. This includes overseeing a multi-channel helpdesk model that integrates people, clinical and non-clinical expertise, automation, and supporting systems to deliver high-quality, consistent, and scalable information and navigation services.

The role leads service operations, systems and process management, workforce planning, quality assurance, knowledge enablement, and performance management. The Manager also ensures community-facing communications related to support services are accurate, consistent, and aligned with operational capacity across teams and channels.

What You Will Be Doing

Service Operations and Systems Management

• Oversee the Support and Information service operating environment, including the helpdesk platform (e.g., Zendesk or similar), in collaboration with digital/technology partners
• Convert service workflows, quality standards, role/escalation models, and staffing approaches into clear requirements for system configuration, automation, and reporting
• Ensure the system supports a hybrid model that combines automation and non-clinical navigation with clinical/specialist escalation for higher-risk inquiries
• Monitor demand, workload distribution, and performance using dashboards and service data
• Identify operational risks and bottlenecks, and lead improvements that strengthen quality and scalability

Team & Capacity Management

• Provide direct people leadership for the S&I team, including workload planning, scheduling, coaching, and performance management
• Define roles and protocols to ensure appropriate use of clinical versus non-clinical expertise, supported by clear escalation pathways
• Build team capability through structured onboarding, training, and ongoing support
• Foster a compassionate, accountable, and quality-focused team culture

Quality Assurance and Client Experience

• Establish service quality standards, protocols, and performance indicators
• Oversee quality assurance practices (e.g., case review, documentation standards, and data integrity)
• Drive a consistent client experience across channels through monitoring, feedback, and targeted improvements
• Ensure service delivery aligns with privacy, risk management, and organizational policies

Knowledge Management and Peer Support Collaboration

• Collaborate with Knowledge Management to ensure the S&I knowledge base supports frontline work, escalation pathways, automation, and client-facing platforms
• Contribute service data and operational insights (including emerging trends) to inform content prioritization, maintenance, and improvements
• Collaborate closely with the Peer Support team to align service workflows and escalation pathways, ensuring seamless navigation and coordinated client support

Qualifications

• Bachelor’s degree in a relevant field, or an equivalent combination of education and experience
• Minimum 5 years’ experience in client services, information and referral (S&I), helpdesk/contact centre, or navigation services
• Demonstrated experience managing service operations (people, workflows, and performance)
• Experience working in complex service environments with multiple channels, roles, and/or escalation pathways
• Experience partnering on service technologies, automation, or digital platforms (hands-on technical configuration not required)
• Strong operational judgment, including using service data to inform planning and continuous improvement
• Experience in health, social services, or community-based organizations is an asset

If you’re ready to make a meaningful difference for people living with Parkinson’s—and want a role with real impact and room to grow—this role is for you.

Parkinson Canada is committed to providing an inclusive, barrier‑free experience for applicants. Accommodation is available upon request throughout the recruitment, selection, and assessment process. Should you require accommodation please contact us at .

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Please note that the successful candidate will be required to complete a standard Criminal Record Check.