Manager, Quality Assurance and Operations

Located on the Trent-Severn Waterway in the heart of the Kawartha tourism region, Peterborough is a unique community known for its exceptional quality of life and beautiful setting. Peterborough has it all – a multitude of recreational opportunities, a diverse industrial, commercial and agricultural base, quality health care and excellent schools – including two outstanding post-secondary institutions. Peterborough is just one hour from the Greater Toronto area.

Position Description

The Manager, Quality Assurance and Operations plays a key role in advancing divisional transformation, operational excellence, and continuous improvement across Social Services. The position provides strategic oversight of quality assurance frameworks, administrative operations, and divisional workplans, ensuring alignment with provincial mandates, corporate priorities, and service delivery standards. Through data-informed decision-making and cross-functional collaboration, the Manager drives innovation, service integration, and performance accountability across a broad range of programs. 

As a people leader, the Manager supervises a team of 13 unionized staff and fosters a culture of excellence, adaptability, and continuous learning. The role provides strategic direction, supports staff development, and ensures effective coordination across administrative, quality assurance, and training functions. By developing staff, guiding performance, and modelling collaborative leadership, the Manager contributes to a resilient, high-performing division that delivers responsive and equitable services to the community.

Qualifications and Other Pertinent Details

Requires a university degree in Business Administration, Public or Health Administration, Human Services, or an approved equivalent combination of education and experience. A minimum of five years of progressive leadership experience in social services is required, including strategic planning, operational oversight, and performance management. Experience in a municipal or provincial government setting is preferred. Candidates must demonstrate advanced skills in project planning, business process development, change management, and service delivery within a human services environment. Strong leadership, team-building, and management capabilities are essential, along with a proven ability to apply core competencies such as customer service and continuous improvement. A professional designation or certification in quality assurance, continuous improvement, or public sector leadership is considered an asset. 

Must be able to work independently using diplomacy and sound judgement. Must have a good working knowledge of word processing, spreadsheet, and presentation software applications. Must have an understanding and working knowledge of performance, change and conflict resolution management systems and strategies. Must possess creative/innovative focus on service delivery; a commitment to customer service and continuous improvement; a respect for the diversity of opinions, perspectives, and ideas; and be comfortable with a certain level of ambiguity and changing priorities and demands. Requires excellent communication and public relations skills to develop positive working relationship within the Corporation, with other Consolidated Municipal Service Manager (CMSMs), with service agencies and the community. Must have a valid Driver’s licence and provide own transportation to fulfil the responsibilities of the position. Frequent local travel to fulfil the requirements of the position is required.

Salary

$124,072.00

Application Information

Qualified applicants are invited to submit 1 file containing a résumé and cover letter (ensure your name is in the title of the document), quoting file number 25-P-137 on the file as well as in the subject line, no later than 11:59 p.m. on January 7, 2026, to, People & Culture, recruiting@peterborough.ca. 

The City of Peterborough is an organization that strives to embrace the spirit of inclusion, diversity, equity and accessibility. We are an equal opportunity employer committed to building an inclusive and barrier-free environment in which all individuals have access to the City's goods, services and facilities. If contacted for an employment opportunity, please advise People and Culture if you require an accommodation.

The personal information submitted for employment is collected under the Freedom of Information and Protection of Privacy Act and will be used to determine eligibility for employment. We thank you for your application but advise that only those selected for an interview will be contacted.