Head Coach, SmartLife
CNIB Foundation, Canada

Full Time, Contract (1 year)

Calgary, AB

Reports to: Manager, CNIB SmartLife Operations

Direct Reports: Yes

Join us in our mission to change what it is to be blind in Canada.

Founded in 1918, CNIB is one of Canada’s oldest charities. We believe our new strategic plan, The Way Forward, will once again revolutionize the way we serve and support our community from coast to coast. Working with us means that you'll be part of an ambitious, diverse team that's committed to changing what it is to be blind today.

We're looking for a mission-driven Head Coach, SmartLife who is passionate about creating more accessible, inclusive, and equitable communities across Canada where people with low vision have unlimited opportunities and can experience life free from barriers and discrimination.

• Recruit, train, develop, and supervise CNIB SmartLife Coaches and Assistant Coaches in your region, and across Canada, ensuring a consistently high standard of operational procedure, product knowledge, sales expertise, customer service, programmatic development and execution, and more.
• In collaboration with the Smartlife Management Team, develop and execute upon marketing strategies that engage and inform consumers and promote new and emerging technology solutions, technology programs and technology initiatives through CNIB Smartlife Centers.
• Recommend additions and deletions to the SmartLife product portfolio and SmartLife services that optimize the client experience and ensure the program is continuously relevant.
• Provide expertise in the development, and implementation of, policies, Standard Operating Procedures (SOP’s), training and education materials, etc. that support all CNIB SmartLife Coaches from coast to coast.
• Consult, and work alongside, the CNIB SmartLife Coaches to evaluate current opportunities and offer guidance on possible solutions to challenges.
• Ensure CNIB’s Contact Centre and other points of client contact are knowledgeable on SmartLife associated programs, technology products, and customer service.
• Lead regular SmartLife meetings with Coaches / Assistant Coaches across your geographic region to provide direction and leverage learnings.
• Develop relationships and partnerships, both across the CNIB group, as well as outside CNIB, to ensure that CNIB SmartLife products and services can be delivered efficiently.
• Drive community engagement through regional learning workshops conducted by SmartLife Coaches.
• Ensure each location is appropriately managing inventory and procurement.
• Representation of CNIB Smartlife at regional internal and external technology events and initiatives, virtually and in-person.
• Provision of knowledge, access, and resources for, and working in collaboration and consultation with, other CNIB, Vision Loss Rehabilitation Canada and Deafblind Community Services departments.

Requirements

Education and Certifications

• Degree or diploma in related field, or equivalent work experience.

Experience and Qualifications

• 5 years experience with accessible and assistive technologies, program development and implementation, retail sales, and excellent customer service provision.
• Significant people leadership and management, including volunteer engagement and experience.
• Knowledge of Salesforce and Shopify point-of-sale are considered an asset.
• A proven record of strong demonstrated leadership and management skills and delivery of customer-focused initiatives in a complex organizational structure.
• Excellent verbal and written communication and superior interpersonal skills.
• Excellent understanding of, and demonstrated track record of product sales, sales support, and exceptional customer service provision.
• Portrays the appropriate professional image.
• Extensive knowledge in accessibility and adaptive technologies.
• Extensive experience in training people with sight loss on utilizing accessible and assistive technologies.
• Experience in developing and delivering training workshops and presentations.
• Excellent relationship/team builder and networking skills with a variety of internal and external stakeholders.
• Excellent proficiency in all Microsoft Office applications.
• Excellent organizational and planning skills to work to concurrent and/or conflicting deadlines.
• Highly flexible and able to respond to new tasks.
• Excellent analytical, problem definition and problem-solving skills.
• Proven time management, planning, coordinating and organization skills; proactive in initiating multiple projects on an ongoing basis.

Job Rewards and Benefits