OCH is currently seeking a dedicated Manager, Quality Standardization and Assurance to be responsible for supporting the implementation and ongoing operation of Ottawa Community Housing's (OCH) Quality Standardization Program. Under the guidance of the Senior Manager, Quality Standardization and Assurance, the Manager plays a key operational and delivery role in quality standardization, training and capability development, project coordination, and the deployment of daily quality management systems. The Manager ensures that quality standards are embedded into day-to-day operations, that improvement projects are executed with discipline and measurable outcomes, and that staff are equipped with the knowledge, tools, and routines needed to sustain quality performance consistently.

Manager, Quality Standardization and Assurance with OCH:

In this role, you will strengthen operational excellence by driving consistent quality standards, continuous improvement practices, and data-informed decision-making across OCH. You will help ensure safe, reliable, and efficient housing operations while building organizational capacity to adapt, innovate, and meet the evolving needs of tenants and communities.

As a Manager, Quality Standardization and Assurance, some of the things you will do include:

Quality Standardization and Assurance

• Support the implementation of OCH's multi-year Quality Standardization Roadmap, ensuring consistent quality standards are applied across assigned service areas.
• Contribute to the development and maintenance of standard operating procedures (SOPs) and quality-related policies that support housing excellence.
• Apply systems thinking methodologies to analyze workflows and organizational processes, supporting informed decision-making and a holistic approach to quality and service delivery
• Conduct and support quality audits, evaluations, and feedback loops to strengthen a culture of continuous improvement within assigned teams and service areas.
• Champion a tenant-centered approach to quality, focusing on delivering safe, well-maintained homes for OCH tenants.
• Stay informed of emerging methodologies and industry best practices, including LEAN, Agile, Six Sigma, and AI-driven approaches, and contribute ideas for evolving OCH's processes in response to innovations and trends.
• Lead the deployment and ongoing operation of daily quality management systems (DQMS) including visual management, huddles, escalation processes, and operational routines.
• Monitor adherence to DQMS and quality practices through site visits, observations, and performance reviews.
• Develop and maintain quality dashboards, scorecards, KPIs, and reporting tools.
• Analyze quality and operational data to identify trends, root causes, and improvement opportunities.
• Implement structured daily management routines, including huddles, visual management boards, shift-level reviews, and tiered escalation processes, that embed quality practices into front-line operations.
• Develop and maintain DQMS toolkits, templates, and reference materials that enable teams to manage quality proactively and independently within their daily workflow.
• Ensure that DQMS data and operational signals feed into broader quality reporting and performance management cycles, connecting front-line activity to organizational quality outcomes.

Training Design and Delivery

• Support and lead the design, development, and delivery of quality-related training programs for staff across assigned service areas, ensuring consistent understanding and application of quality standards, SOPs, and continuous improvement practices.
• Facilitate LEAN training sessions and support the employee certification pathway, tracking participation, completion, and competency outcomes.
• Create accessible, practical training materials, including guides, toolkits, job aids, and e-learning resources, that reinforce quality standards in day-to-day operations.
• Coach and mentor Quality Leads on training facilitation techniques, helping build internal capacity for quality program delivery across decentralized teams.

Project Coordination and Implementation Support

• Serve as a primary project support resource for quality standardization initiatives, contributing to project planning, coordination, scheduling, and execution across assigned service areas.
• Develop and maintain detailed project plans, work-back schedules, and implementation timelines, ensuring all milestones and deliverables are clearly defined, assigned, and tracked.
• Coordinate cross-functional project activities, facilitating working sessions, managing action logs, and ensuring stakeholder accountability throughout the project lifecycle.
• Support the rollout of new quality standards, SOPs, tools, and systems by preparing implementation guides, communications, and readiness assessments for impacted teams.
• Identify and escalate implementation risks, resource constraints, and scope changes to the Senior Manager in a timely manner, with recommended mitigation strategies.

People Management

• Provides leadership and overall management within areas of responsibility, including assigning, monitoring and evaluating project team's work and performance, setting work plans, priorities and expectations, coaching, developing and motivating staff, and ensuring effective service delivery.
• Lead and coordinate organizational transformation initiatives by facilitating complex discussions, engaging stakeholders, assessing impacts, and guiding decisions related to organizational structure, human capital, service delivery, and operating models to achieve strategic business outcomes. Ensures the timely investigation, response to, and documentation of all workplace incidents.

As a Manager, Quality Standardization and Assurance, you can look forward to:

• Meaningful work that improves tenant lives through safe, stable housing
• The opportunity to help build stronger, more inclusive communities across Ottawa
• A role with a purpose-driven, award-winning housing organization
• An inclusive culture where you can be your authentic self and feel you belong
• Career growth through training, mentorship, and development
• Opportunities to engage in DEI initiatives, peer programs, and volunteering
• Competitive compensation with a Total Rewards package and pension to support your health, wellbeing, and family
• Pride in contributing to work that makes a lasting difference in your city

What you bring:

Education & Experience:

A typical candidate will have the following qualifications and experience. Exceptional candidates with different qualifications will be considered at the discretion of the employer if demonstrated experience, knowledge, and ability warrant.

• Completion of a post-secondary program in Quality Management, Business Administration, Engineering, or a related field.
• A minimum of five (5) years of experience in a quality management, quality assurance, or continuous improvement role, preferably in housing, real estate, or a similar sector.
• Demonstrated experience supporting or leading quality standardization or continuous improvement projects, including project planning, implementation, and post-implementation review.
• Experience designing and delivering training programs for staff, including development of training materials, facilitation of sessions, and evaluation of learning outcomes; experience with LEAN, Six Sigma, or continuous improvement certification programs is an asset.
• Experience establishing and monitoring project KPIs and performance metrics, including the use of dashboards, scorecards, and reporting tools to track outcomes and communicate results.
• Experience deploying or operating daily quality management systems or structured daily management routines (e.g., visual management boards, tiered escalation, front-line huddles) is a strong asset.
• Experience applying LEAN Thinking principles in an organizational or operational context; LEAN designation or equivalent certification is considered an asset.
• Familiarity with systems thinking methodologies and their application to process and quality improvement.
• Experience working collaboratively across different organizational levels and functions.
• Experience in a unionized environment is an asset.
• Experience contributing to the development and application of standard operating procedures and the execution of quality audits.
• Knowledge of continuous improvement methodologies (Six Sigma, LEAN) and their practical application in a service-oriented environment.
• Knowledge of daily quality management systems (DQMS) and structured daily management routines including visual management, tiered escalation, and front-line huddle frameworks.
• Solid understanding of project management principles and practices, including project planning, scheduling, risk management, and lifecycle documentation.
• Knowledge of training design and adult learning principles, including curriculum development, facilitation techniques, and evaluation of learning effectiveness.
• Proficiency in quality management systems, performance measurement frameworks, KPI design, data analysis, and reporting tools.
• Understanding of relevant housing, safety, and industry regulations to ensure quality initiatives meet compliance requirements.
• Knowledge of change management concepts and strategies for implementing new standards and systems across diverse operational teams.

Skills and abilities:

• Strong attention to detail and ability to support operational excellence through disciplined planning and execution.
• Demonstrated ability to design, develop, and deliver effective training programs, including the creation of practical materials, facilitation of sessions, and evaluation of learning impact.
• Proven project management skills, including the ability to develop work plans, manage timelines, coordinate cross-functional activities, and maintain accurate project documentation from initiation through to completion.
• Ability to establish, monitor, and report on project success metrics and KPIs, translating data into clear performance narratives for operational and leadership audiences.
• Experience deploying or operating daily quality management systems, including structured daily routines, visual management tools, and front-line quality monitoring mechanisms.
• Excellent organizational abilities, proactive in nature, and capable of managing competing priorities and multiple workstreams simultaneously.
• Ability to work collaboratively with diverse stakeholders, fostering cross-functional teamwork and open communication.
• Solid analytical and problem-solving skills, with an ability to interpret performance data and support evidence-based decision-making.
• Strong verbal and written communication skills to effectively engage and influence others at all levels of the organization.
• High level of discretion and professionalism when handling sensitive information.
• Commitment to OCH's mission of providing safe, well-maintained homes, aligned with organizational values.
• Ability to support change adoption at the operational level, helping teams navigate transitions effectively and sustain new practices over time.
• Proficiency in English, oral, reading and writing is required
• Proficiency in French, oral, reading and writing is an asset

Other requirements:

Satisfactory Criminal Records Check.

Valid "G" driver's license or equivalent and may require access to a vehicle for business purposes.

Ability to work outside of normal business hours to attend meetings and meet deadlines.

Work conditions:

This is a temporary full-time (36.25 hrs per week) hybrid position with on-site attendance as required.

Other details about the role:

Affiliation: Management

Salary: $94,651.72 - $118,800.04 per year

BUILD YOUR FUTURE. INSPIRE CHANGE. MAKE AN IMPACT.

Apply now!

Location:

Ottawa

Salary Range:

$94,651.72 - $118,800.04

Pay Type:

Annually

Department:

Tenant Services

Employment Type:

Full-time

Closing Date (DD/MM/YY):

07/08/2026

Position Type:

Temporary

ID:

810