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Added 18 mins ago
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Assistant Server, Reign (Part-Time)
AccorHotel
Toronto, ON
- Part-time
The Assistant Server’s focus will be to act as a support in all areas of Guest service delivery. In principle, their function will be threefold; to prepare serving stations and work areas…
Added 33 mins ago
VI
Assistant Service Center Manager
Valvoline Inc
Winnipeg, MB
- $23.25 CAD / hour
As an Assistant Service Center Manager (ASCM) at Great Canadian Oil Change (GCOC), you will blend technical and
Added 1 hour ago
Key Holder - Jo Malone London - Parttime - Chinook Centre - Calgary AB
Estée Lauder Companies
Calgary, AB
We are looking for a dynamic and inspirational Key Holder to support the Store Manager and Assistant Manager to ensure the smooth efficient running of the Store. You will use your…
Added 1 hour ago
Assistant Store Manager
Pandora
Toronto, ON
The Assistant Store Manager (ASM) will be the ultimate Pandora Fan. As the ASM you will fully immerse yourself in our brand, culture, and product, taking immense pride in delivering…
Added 1 hour ago
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Assistant Store Manager
Pandora
Burlington, ON
- $25.7 to $32.1 CAD / hour
The Assistant Store Manager (ASM) will be the ultimate Pandora Fan. As the ASM you will fully immerse yourself in our brand, culture, and product, taking immense pride in delivering…
Added 1 hour ago
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Assistant Store Manager
Pandora
London, ON
- $25.7 to $32.1 CAD / hour
The Assistant Store Manager (ASM) will be the ultimate Pandora Fan. As the ASM you will fully immerse yourself in our brand, culture, and product, taking immense pride in delivering…
Added 1 hour ago
Assistant Store Manager
Pandora
Mississauga, ON
The Assistant Store Manager (ASM) will be the ultimate Pandora Fan. As the ASM you will fully immerse yourself in our brand, culture, and product, taking immense pride in delivering…
Added 1 hour ago
Assistant Store Manager
Pandora
Pointe-Claire, QC · Point Claire, QC
The Assistant Store Manager (ASM) will be the ultimate Pandora Fan. As the ASM you will fully immerse yourself in our brand, culture, and product, taking immense pride in delivering…
Added 1 hour ago
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Assistant Store Manager
Pandora
Montreal, QC
- $21 to $23.63 CAD / hour
The Assistant Store Manager (ASM) will be the ultimate Pandora Fan. As the ASM you will fully immerse yourself in our brand, culture, and product, taking immense pride in delivering…
Added 1 hour ago
VI
Assistant Service Center Manager
Valvoline Inc
Winnipeg, MB
- $23.25 CAD / hour
As an Assistant Service Center Manager (ASCM) at Great Canadian Oil Change (GCOC), you will blend technical and
Added 4 hours ago
SM
Manager, Finance, Performance & Analytics
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Reporting to the Vice President, Corporate Services & Chief Financial Officer, the Manager, Finance, Performance and Analytics supports the hospital's strategic objectives, performance…
Added 4 hours ago
LD
Pharmacy Assistant - Part Time
London Drugs Limited
Victoria, BC
- $18.25 to $22.09 CAD / hour
- Part-time
- Other
You will be responsible for assisting the Pharmacists and Pharmacy Manager with daily operations of the Pharmacy Department. Duties will include customer service, servicing the front…
Added 5 hours ago
HH
Administrative Assistant
Hamilton Health Sciences
Hamilton, ON
- Full-time
The Administrative Assistant is responsible to administratively support the Managers (Manager of Continuous Quality Improvement and the Manager of Education) of the Regional Base Hospital…
Added 7 hours ago
EL
MAC Fairview Assistant Store Manager
Estée Lauder Companies
Toronto, ON
- Full-time
We are seeking an inspirational and dynamic Assistant Store Manager to play a leading role in the success of the store/counter by supporting the Store Manager to lead, coach and develop our…
Added 7 hours ago
EB
MAC Cross Iron Mall - Keyholder Part Time - Calgary AB
ELC Beauty LLC
AB · Alberta, AB
- Part-time
We are looking for a dynamic and inspirational Key Holder to support the Store Manager and Assistant Manager to ensure the smooth efficient running of the Store. You will use your…
Added 7 hours ago
Assistant Manager, Import
Dollarama
Mont-Royal, QC
Working within Dollarama’s Consolidation Import team, the Assistant Manager will support the Senior Import Manager in overseeing all aspects of the consolidation import operations. This…
Added 8 hours ago
PV
assistant manager - retail
Pet Valu
Edmonton, AB
- Full-time
Evaluate customer service and store environments
Added 8 hours ago
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Full Time Baker - Admirals Thrifty Foods
Sobeys
Victoria, BC
- Full-time
Step in to manage departmental operations in the absence of the Bakery Manager or Assistant Manager.
Added 8 hours ago
OV
General Manager | Full-Time | Canada Life Place
Oak View Group
London, ON
- Full-time
Meets regularly with the Assistant General Manager to discuss overall facility issues.
Added 8 hours ago
LC
Merchandiser, Hourly Full Time Flexible Shifts
Loblaw Companies Limited
Ottawa, ON · Nepean, ON
- Full-time
Supports Front Store Manager/Assistant Front Store Manager in maintaining the quality and standards
Added 8 hours ago
7
Assistant Store Leader (Assistant Manager)
7-Eleven
Lethbridge, AB
- Full-time
…experience, we would love the opportunity to talk with you about our Assistant Store Leader Trainee role! We’re hiring immediately and are focused and dedicated to your success! We offer…
Added 8 hours ago
7
Assistant Store Leader (Assistant Manager)
7-Eleven
AB · Edmonton, AB
- Full-time
…experience, we would love the opportunity to talk with you about our Assistant Store Leader Trainee role! We’re hiring immediately and are focused and dedicated to your success! We offer…
Added 9 hours ago
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Assistant wealth management advisor
Archer
Montreal, QC
- Full-time
Reporting to an Advisor Manager, the Assistant Advisor acts as a strategic right-hand man. In addition to supporting the advisor in managing his or her clientele, he or she progressively…
Added 9 hours ago
SC
Produce - Assistant Department Manager Produce
Safeway Canada
Fort Saskatchewan, AB
- Full-time
The Assistant Produce Department Manager supports and assists the Produce Department Manager in the efficient and fiscally responsible operation of the department. In absence of the…
Added 9 hours ago
CB
Assistant Manager - Operations
Courtyard by Marriott
Toronto, ON
- Full-time
Interacts with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints seeking assistance from supervisor as…

Korn Ferry

AVP, Operational Learning & Performance

Toronto, ON, Canada

$180,000 to $210,000 USD / year · Full-time

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Job details

Pay: $180,000 to $210,000 USD / year
Job type: Full-time
Apply by: Nov 11, 2026
Posting language: English
Posted: Oct 12, 2026

Original job description

Locations: Toronto, CA or Waterloo, CA or Montreal, CA

Position Overview

Mandate

The Assistant Vice President, Contact Center Transformation & AI Enablement will lead a sizeable, cross-border organization focused on modernizing service operations. The role brings together contact center transformation, workforce management, quality, operational knowledge, performance enablement, and targeted learning to improve how work is planned, delivered, measured, and continuously improved.

This executive will shape the operating model for an increasingly digital and AI-enabled environment. Priorities include improving capacity and demand alignment, accelerating adoption of automation and interaction analytics, strengthening frontline execution, reducing avoidable service defects, and helping leaders translate real-time operational insight into better customer, employee, and productivity outcomes.

Principal Accountabilities

Contact Center Strategy & Transformation

Define and execute a multi-year transformation agenda for complex, high-volume service operations across multiple locations and delivery channels.
Redesign operating practices, roles, workflows, and governance to support greater use of automation, artificial intelligence, self-service, and advanced interaction analytics.
Assess current-state performance and identify opportunities to improve service levels, customer effort, productivity, quality, cost, and employee effectiveness.
Lead implementation of new capabilities while maintaining service continuity and disciplined operational control.

Workforce Management & Capacity Optimization

Strengthen forecasting, capacity planning, scheduling, intraday management, and performance routines across a distributed operating environment.
Connect demand, staffing, skills, and workload data to support better resource decisions and more resilient service delivery.
Partner with operations leaders to address capacity constraints, volume volatility, shrinkage, adherence, and productivity challenges.
Use operational scenarios and performance data to inform hiring, location, sourcing, and deployment decisions.

AI, Analytics & Digital Enablement

Advance practical use of AI and analytics across customer interactions, quality monitoring, knowledge access, coaching, and operational decision-making.
Establish governance, calibration, and controls so automated insights are reliable, explainable, and useful to frontline and senior leaders.
Translate data from multiple operational sources into clear priorities for intervention, investment, and process improvement.
Build adoption plans that help managers and employees incorporate new digital capabilities into everyday work.

Performance, Quality & Frontline Effectiveness

Modernize the quality and performance framework, moving toward risk-based monitoring and more comprehensive insight into customer interactions.
Give leaders actionable visibility into performance at the operation, team, role, and employee level.
Connect quality findings, customer feedback, productivity results, and workforce data to identify root causes rather than isolated symptoms.
Improve manager coaching and performance routines so interventions are focused, timely, and measurable.

Operational Readiness, Knowledge & Capability

Ensure frontline teams are prepared for new products, processes, policies, technologies, and operating-model changes before implementation.
Oversee the operational knowledge framework, including governance, content ownership, maintenance, and digital access at the point of need.
Align onboarding, role readiness, upskilling, and reinforcement with the specific performance requirements of contact center and service operations.
Use early-tenure, proficiency, quality, and productivity data to refine readiness and capability interventions.

Leadership & Enterprise Partnership

Lead a large, geographically dispersed, multidisciplinary team spanning operational transformation and enablement capabilities.
Build a commercially minded, evidence-based culture focused on execution, measurable outcomes, and continuous improvement.
Partner with senior leaders across operations, technology, customer strategy, data and analytics, risk, human resources, and transformation.
Create shared accountability for service performance, workforce capability, adoption, and customer outcomes.

Candidate Profile

Background & Experience

At least 15 years of progressive experience in contact center operations, workforce management, operational transformation, shared services, business process outsourcing, or a comparable high-volume service environment.
Significant leadership experience within a large, complex, multi-site operation, including accountability for transformation, performance improvement, or workforce optimization.
Demonstrated success implementing technology-enabled change, automation, AI, analytics, or digital service capabilities in an operational setting.
Experience leading sizeable, distributed teams and influencing outcomes across a matrixed organization.
A record of effective partnership with senior leaders in operations, technology, customer experience, workforce management, data, and transformation.
Experience in a regulated industry is preferred; financial services exposure would be useful but is not required.
Experience with learning, quality, or knowledge management is valuable when combined with a strong operational foundation.
Ability to operate in more than one language would be advantageous.

Leadership Capabilities

Deep understanding of contact center operating models, workforce levers, service performance measures, and the practical drivers of frontline productivity and customer outcomes.
Ability to connect AI and digital capabilities to specific operating problems, adoption requirements, controls, and measurable business value.
Strong analytical judgment with the ability to synthesize workforce, quality, customer, and operational data into decisive action.
Credibility with senior stakeholders and the ability to gain alignment across functions without relying on direct authority.
A pragmatic, delivery-oriented approach to transformation, supported by clear communication, disciplined governance, and sustained follow-through.

Vacancy Status: Yes

Artificial Intelligence tools may be used in connection with the recruitment process for this position.

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More about this job

Responsibilities

Lead a cross-border transformation of high-volume contact center operations, including workforce management, capacity optimization, AI and analytics adoption, quality, performance, and operational knowledge. Build and lead a geographically dispersed team while partnering across the enterprise to improve customer outcomes, productivity, service quality, and operational resilience.

Requirements

Requires at least 15 years of progressive experience in contact center operations, workforce management, operational transformation, shared services, outsourcing, or a comparable high-volume service environment, along with significant leadership experience in complex, multi-site operations. Candidates should have a record of technology-enabled operational change and strong analytical, stakeholder, and team leadership capabilities; regulated-industry experience is preferred, and financial services experience is useful but not required.

Skills

Contact Center Transformation
Workforce Management
Capacity Planning
Forecasting
Operational Performance Improvement
Artificial Intelligence Enablement
Automation
Operational Analytics
Quality Management
Frontline Coaching
Learning And Readiness
Change Management
Service Operations
Stakeholder Management
Team Leadership

Visa sponsorship

Not detected in the job text

Keywords

Contact Center Operations
Contact Center Transformation
Workforce Management
Capacity Planning
Forecasting
Scheduling
Intraday Management
Artificial Intelligence
Automation
Self-Service
Interaction Analytics
Quality Monitoring
Digital Enablement
Performance Management
Risk-Based Monitoring
Service Levels
Customer Experience
Productivity
Operational Readiness
Onboarding
Upskilling
Change Management
Continuous Improvement
Shared Services
Business Process Outsourcing
Financial Services
Governance
Root Cause Analysis
Multi-Site Operations

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