Job Information
Serco Service Navigation Manager (Greater Edmonton Area) in null, Alberta
Position Description & Qualifications
As Serco expands its programs and partnerships in Canada, we are seeking an experienced Service Navigation Manager to lead a dedicated team of Service Navigators in Alberta. In this role, you will provide strategic and operational leadership to ensure seamless, relationship-based navigation that connects Job Seekers to essential community services and reduces barriers to success.
Position Summary
The Service Navigation Manager leads and supports the Service Navigator team, ensuring consistent, trauma-informed practices aligned with program goals and provincial standards. This role fosters strong community partnerships, monitors system trends, and maintains an effective Wraparound Supports Referral Network. Working closely with Case Managers and Program Leadership, the Manager drives seamless coordination, reduces service fragmentation, and enhances the Job Seeker experience.
Purpose
In this role you will:
Provide daily supervision, coaching, and performance support to Service Navigators.
Ensure consistent, high-quality navigation practices aligned with program standards.
Monitor referral patterns, caseload distribution, and team capacity.
Support complex cases through guidance, joint problem-solving, or direct involvement.
Maintain and expand relationships with wraparound service providers.
Stay current on eligibility criteria, access processes, and system changes across community supports.
Review documentation in Compass and internal systems for accuracy and completeness.
Lead team meetings, case reviews, and training sessions to build skill and consistency.
Collaborate with Case Manager supervisors to ensure seamless coordination between case management and navigation.
Identify system gaps, emerging trends, and barriers; escalate insights to Program Leadership.
Support quality improvement initiatives, workflow development, and process refinement.
Represent the navigation function in cross-agency meetings, community tables, and partnership discussions.
Qualifications
To be successful in this role, you will need:
Bachelor’s degree in Social Services, Human Services, or a related field (required).
5–7 years of experience in employment services, community resource coordination, or navigation leadership.
Minimum 3 years in a supervisory or team leadership role.
Strong knowledge of wraparound services, referral networks, and trauma-informed practices.
Detailed understanding of Alberta employment support programs and the employability sector. Experience in other jurisdictions may be considered.
Ability to work effectively with culturally diverse populations and community partners.
Excellent organizational and time-management skills to ensure timely service delivery.
Strong communication and interpersonal abilities for team leadership and stakeholder engagement.
Proficiency with digital tools and platforms, including Compass and other case management systems.
Experience in quality improvement initiatives and workflow development is considered an asset.
Ability to manage and resolve disputes ensuring positive outcomes and maintaining strong relationships.
Strong problem-solving and decision-making skills for complex, multi-party situations.
Strong ability to motivate, mentor, and support staff in high-stress environments.
Company Overview
Serco Canada Inc. strives to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves the Canadian Federal and Provincial governments and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.
Pay Transparency
Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.
Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple provinces, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.
To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us .
Serco complies with all applicable federal, provincial, and local leave laws This is a Canada-based role and this position is for an existing vacancy, unless stated otherwise in the job description. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com .