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Manager, Diagnostic Survey Delivery

Department: Research - HR Division
Location: London, ON

Position Title: Manager, Diagnostic Survey Delivery
Department: Research – HR Division 
Reports to: Senior Director, Organizational Effectiveness 
Location: London, ON

McLean & Company, a division of Info-Tech Research Group, is an HR research and advisory firm providing practical solutions to human resources challenges by providing executable research, tools, diagnostics, and advisory services that have a clear and measurable impact on our members' businesses. 

McLean’s research practice offers a truly unique work experience. Our analysts spend their days consuming and distilling data, new ideas, and member needs into practical resources and advice that our clients can actually use. See your impact across small businesses right up to global corporations. No matter where you are in your career, each day will bring a new set of diverse problems to solve and something new to be learned. Are you up for the challenge?

McLean is a place where your voice will be heard – a place where you see the impact of your work on our members. It is a place where you will find community and collaboration, where you will work with diverse individuals with their own unique stories and experiences. McLean is a place where success is celebrated by the whole team – a place where you are encouraged to stretch and grow.

Position Summary  

The Manager, Organizational Effectiveness leads a team responsible for the project management of HR diagnostics that drive measurable value for McLean & Company client organizations. The Manager prioritizes workload, enforces process, and ensures high-quality, timely product delivery.

Major Responsibilities

  • Responsible for the successful launch and delivery of a full range of HR diagnostics, including McLean & Company’s Employee Engagement, New Hire, Exit, 360 Feedback, and Employee Experience Monitor surveys.
  • Understand and work with proprietary survey software to determine how to deliver on the custom diagnostic needs of clients and to investigate complex technical and/or logistical issues in survey delivery.
  • Manage and maintain quality assurance/control process.
  • Address complex client issues, or coach staff through issues, to achieve a positive resolution. Manage and maintain a high standard of customer service.
  • Lead team of four Project Coordinators. Coach and develop direct reports.
  • Identify opportunities and implement initiatives for process improvement.

Education and Experience 


  • Undergraduate degree, ideally in Business or Psychology
  • 5+ years of experience or exposure to HR
  • Proficiency in Microsoft Suite, specifically Excel, Word, and PowerPoint


  • CHRP/CHRL designation
  • Project management experience, or experience overseeing a project team
  • Experience with employee engagement surveys and/or research
  • Experience with survey software
  • Experience with quality assurance practices


  • Organization and Attention to Detail: Scopes and manages the implementation of multiple complex projects at one time.  Effectively prioritizes.  Manages team that codes surveys and builds reports.  Reviews client data, spreadsheets, and reports for errors and makes corrections.
  • Problem-Solving Skills: Able to review complex scenarios to propose, clearly communicate, and manage team in executing a solution. Take into account technical, logistical, and resource requirements and constraints.
  • Customer Service: Resolves variety of client issues and escalates as necessary. Coaches direct reports on effective client management. Demonstrates agility to go where the client wants to go. Builds rapport. Balances professionalism and friendliness. 
  • Verbal and Written Communication: Effective in communicating how we can meet clients' needs, and managing client expectations. Communicates frequently over the phone with clients.  Required to explain results and complex concepts in a clear, concise manner.  Coaches team in this area.
  • Project Management: Manages the delivery of a large number of surveys at any time. Assigns and manages distribution of team’s workload.
  • People Management: Builds strong, trusting relationships with direct reports. Takes directive approach when helping employees to learn new tasks, and coaching approach to encourage development of skills. Positive attitude.

ITRG is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, or any other legally protected factors. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.

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