We are committed to pay transparency and equity. The hiring range for this role is $110,000 - $120,000 annually.
We wake up to a different alarm.
The issues impacting our communities here in the GTA keep us awake at night. But it’s also what gets us up each day, determined to fight local poverty and its interconnected challenges, and to make this region everything it can be for everyone who calls it home. We believe in the power of community, of people coming together, doing what it takes to build and transform neighbourhoods where everyone can thrive. Any Way We Can.
United Way Greater Toronto is currently seeking a Director, Operations to join our team in a 1-year contract role.
How you will make a difference:
Reporting to the Chief Financial and Operating Officer (CFOO), the Director, Operations will provide strategic direction and team leadership for the development and implementation of comprehensive end-to-end processes, data and services across Account Services, Customer Service. Ensure and improve the performance, productivity, efficiency, and organizational effectiveness of operations that are flexible, responsive and aligned with the organization’s dynamic business objectives and change plans.
POSITION OVERVIEW:
As a key enabler to UWGT’s strategic objectives, you’ll lead a team of approximately 25 experienced fundraising and operations specialists to deliver key operational support and customer service programs to internal staff, partners in the United Way Movement, donors and volunteers across Canada.
Account Services and Operations ensures the successful delivery of various fundraising platforms and related reporting to support our impact with partners and in community. You’ll oversee the UWGT-built @work employee giving platform, as well as other technology solutions that make giving fast and easy. You’ll oversee a bilingual service desk and ensure our fundraisers have the processes, training and technology they need to ensure success.
MAJOR RESPONSIBILITIES:
- Develop and implement strategies to align capacity, skills, knowledge and performance standards to provide excellence in internal customer service and external donor experience, while enabling the execution of giving and engagement plans through UWGT’s various platforms (UnitedWay@work, Salesforce CRM, third party platforms, Assistance, Donation Line, etc.).
- Develop and implement annual work plans and budgets that support department goals. Set team objectives. Integrate and schedule work in collaboration with SMT partners to ensure effective enterprise-wide use of resources and timely completion of projects and tasks.
- Lead a team of Senior Managers, Managers, Associate Managers, Support staff and seasonal contract staff providing leadership, motivation, coaching and mentoring to obtain a high level of co-operation and contribution consistent with a high-performing team; facilitate knowledge and expertise sharing and communications; promote integration both within the department and across departments.
- Create and drive operational excellence programs that ensure processes and production are executed in a timely, efficient and effective manner with high quality results; Monitor adherence to policies and procedures.
- Oversee the tracking and monitoring of campaign results and provide analysis of fundraising and community investment programs and initiatives. Oversee the production of accurate reports for both internal and external stakeholders.
- Develop and recommend solutions, being proactive in taking initiative and the lead for identifying, analyzing and resolving issues.
- Manage a continuous improvement program for operational systems, business processes and procedures including optimizing use of the CRM system, documentation, training and support materials to most effectively and efficiently provide operational support for UWGT’s strategic objectives.
- As new strategies and projects emerge, participate in the operational aspects of implementation including making recommendations for system, measurement, reporting and process changes.
- Manage relationships and contracts with external partners and suppliers.
- Participate as a member of the Senior Management Team, contributing to the leadership of the Office of the Chief Financial & Operating Officer, its department and the organization as a whole.
What you bring to the role:
- 5 - 10 years’ work-related experience
- Degree in Business Administration, Management or equivalent experience
- Strong people manager with proven experience motivating, mentoring and coaching a diverse team
- Ability to translate organization strategies into actionable work plans
- Ability to design and implement processes and services that meet the needs of multiple stakeholders
- Highly developed analytical skills with ability to conduct research and use independent judgement to problem solve
- Ability to influence, negotiate and manage contentious issues to resolution with multiple stakeholders
- Ability to plan, coordinate and organize multiple projects concurrently and work across departments to deliver results
- Proven organizational abilities and the ability to manage competing priorities and meet deadlines under pressure
- Proven ability to take initiative and carry projects to completion with minimum supervision
- Excellent teamwork, interpersonal and service skills including the ability to work respectfully and inclusively with a diverse employee population
- Strong communications skills (written and verbal)
- Experience with a variety of online platforms including e-commerce and cloud-based software platforms
- Project management and data management experience is a must
- Experience with negotiating and managing vendor contracts and service level agreements
- Strong communication and facilitation skills (both written and verbal), with ability to present and articulate ideas to both technical and non-technical audiences
- Previous experience within the not-for-profit and/or social services sector is an asset
- Willingness to actively contribute to the organizational Reconciliation and Equity framework through participation in learning opportunities and implementing anti-oppressive and anti-racist learnings into action internally and externally
Being part of our team:
- Competitive total compensation package including:
- Salary
- Comprehensive benefits
- Defined benefit employer-matching pension
- Life insurance
- Short-term and long-term disability benefits
- Employee and family assistance program (EFAP)
- Generous paid time off package including vacation, personal and cultural days, summer hours and hybrid work environment
- Commitment to the well-being and work-life balance for our employees
- Collaborative, high-performing, team focused on long-term and collective success
- Largest United Way world-wide
- Work with the GTA’s top philanthropic leaders
Please apply no later than July 2, 2026.
As part of our recruitment process, United Way Greater Toronto offers accommodation for applicants with disabilities. If we contact you about an opportunity, please let us know if you require accommodation.
UWGT is committed to the ethical and responsible use of emerging technologies, including artificial intelligence (AI). While we currently do not use AI for decision-making that produces legal or similarly significant effects, we may use analytics or automation tools to improve donor engagement, personalize experiences, or optimize internal processes.
As per our recruitment policy, internal candidates are encouraged to let their current manager know that they have applied for another role.
About United Way Greater Toronto:
As the largest non-government funder of community services in the GTA, United Way Greater Toronto reinforces a crucial community safety net to support people living in poverty. United Way’s network of agencies and initiatives in neighbourhoods across Peel, Toronto and York Region works to ensure that everyone has access to the programs and services they need to thrive. Mobilizing community support, United Way’s work is rooted in ground-breaking research, strategic leadership, local advocacy and cross-sectoral partnerships committed to building a more equitable region and lasting solutions to the GTA’s greatest challenges.
Diversity & Inclusion:
United Way is committed to creating an inclusive workplace that reflects our diverse community to ensure we’re best equipped to serve it. We encourage candidates from diverse backgrounds and those who may need accommodation to apply to join our team. Our commitment to excellence in diversity goes beyond promoting equity. By incorporating a variety of experiences and perspectives, we create opportunities for innovative solutions and maximize the impact of our work.
Building community takes a community and together, with you, we will shape a stronger, brighter GTA for everyone who lives here. Any Way We Can.
Learn more about our work at unitedwaygt.org.
