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Added 2 mins ago
General Duty Nurse (N2) - B2B Medicine/Transplant
Winnipeg Regional Health Authority
Winnipeg, MB
Shared Health leads the planning and coordinates the integration of patient-centered clinical and preventive health services across Manitoba. The organization also delivers some…
Added 2 hours ago
Software Development Manager, AWS ElastiCache
Amazon
Vancouver, BC
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SM
GOAPRDJP000001045 – Project Manager (IT) – Senior
S M Software Solutions Inc
AB · Edmonton, AB
- Internship
Job Title: GOAPRDJP000001045 – Project Manager (IT) – Senior
Added 2 hours ago
AC
Senior Manager, Financial Information and Control
Alimentation Couche-Tard
Laval, QC
- Full-time
…role in the company. The main responsibilities of the senior manager within this group are as…
Added 4 hours ago
KF
AVP, Operational Learning & Performance
Korn Ferry
Toronto, ON
- $180,000 to $210,000 USD / year
- Full-time
…operations, workforce management, operational transformation, shared services, business process outsourcing, or a comparable high-volume service…
Added 4 hours ago
District HRPD Manager
PCL Construction
Toronto, ON
…employee-owned, every employee has a stake in our success, and that shared commitment drives how we work, grow and lead in the construction…
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Business Development Manager (Everclean)
Kandor
ON
We are a trusted name in professional janitorial and facility services across the GTA and beyond. As we grow, we're looking for a Business Development Manager who brings the grit, hustle,…
Added 6 hours ago
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Assistant Lodge Manager
Dexterra
Edmonton, AB
- Up to $31 CAD / hour
- Full-time
The Assistant Lodge Manager supports the Project in the day-to-day operations of a remote-workforce accommodation site and helps ensure the safe, efficient, and consistent delivery of camp…
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Clinical Psychologist, Subacute Inpatient Unit (Signing & relocation bonus available)
Nova Scotia Health and IWK Health
Halifax, NS
…Mi’kma’ki and providing care to those across Atlantic Canada is a shared privilege with the original inhabitants who have lived here for many thousands of years prior to colonization. There…
Added 8 hours ago
IP
Account Manager - Sales
Integrated Power Services
AB · Alberta, Canada
- $80,000 to $100,000 CAD / year
- Full-time
…people and moments that matter most, welcome to Integrated Power Services! We believe your value extends far beyond your job title because the best work comes from people who feel…
Added 8 hours ago
IP
Account Manager - Sales
Integrated Power Services
AB · Edmonton, AB
- Full-time
…people and moments that matter most, welcome to Integrated Power Services! We believe your value extends far beyond your job title because the best work comes from people who feel…
Added 8 hours ago
MF
Funding and Data Officer
McConnell Foundation
Toronto, ON
- Full-time
…and any other database maintenance requests by the Funding…
Added 8 hours ago
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Manager, Product Management
Sphera
ON · Simcoe, ON
- Full-time
Sphera is a leading global provider of enterprise software and services that enables companies to manage and optimize their environmental, health, safety and sustainability. Our mission is…
Added 8 hours ago
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Sales Development Representative (Canada)
FreeWill
Remote, Canada
- Full-time
- Remote
Curious about company culture and management at FreeWill? Check out the 2025 Best Manager Ever podcast featuring Anthony Sottile, FreeWill's VP of Partner Success on either Spotify or Apple.
Added 8 hours ago
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HR Internship
McConnell Foundation
Montreal, QC
- Temporary
Collaborates, building partnerships and working collaboratively with others to meet shared objectives.
Added 11 hours ago
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Manager, Machine Learning Engineering - Agent Factory
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Vancouver, BC · Canada, BC, Vancouver
- Full-time
…each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds…
Added 13 hours ago
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Workplace System Administrator
Riverside Natural Foods Ltd. (Home of MadeGood)
Toronto, ON
- Full-time
…invest in the creation of a Workplace Service and Innovation Manager position. Besides leading the IT helpdesk operations, this position also leads the effort in optimizing the overall…
Added 13 hours ago
SM
GOAPRDJP000001045 – Project Manager (IT) – Senior
S M Software Solutions Inc
AB · Edmonton, AB
- Internship
Job Title: GOAPRDJP000001045 – Project Manager (IT) – Senior
Added 13 hours ago
SM
GOAPRDJP000001045 – Project Manager (IT) – Senior
S M Software Solutions Inc
AB · Edmonton, AB
- Internship
Job Title: GOAPRDJP000001045 – Project Manager (IT) – Senior
Added 13 hours ago
SM
GOAPRDJP000001045 – Project Manager (IT) – Senior
S M Software Solutions Inc
AB · Edmonton, AB
- Internship
Job Title: GOAPRDJP000001045 – Project Manager (IT) – Senior
Added 13 hours ago
Workplace System Administrator
Riverside Natural Foods Ltd.
Toronto, ON
…invest in the creation of a Workplace Service and Innovation Manager position. Besides leading the IT helpdesk operations, this position also leads the effort in optimizing the overall…
Added 14 hours ago
Principal Product Manager - Vertical Partnerships
Constant Contact
ON
We have an opening for a Principal Product Manager who will shape and grow Constant Contact's partner ecosystem through product innovation and strategy. This is not a Sales or Business…
Added 15 hours ago
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Plant Manager
Carlisle
Crossfield, AB
- Full-time
The Plant Manager is accountable for the site team, overall manufacturing processes, and the physical facility. This includes accountabilities for Safety, Quality, Delivery, Cost, People,…
Added 15 hours ago
CC
Plant Manager
Carlisle Construction Materials
Crossfield, AB
- Full-time
The Plant Manager is accountable for the site team, overall manufacturing processes, and the physical facility. This includes accountabilities for Safety, Quality, Delivery, Cost, People,…
Added 15 hours ago
M
Senior Manager of Software Engineering
Morningstar
Toronto, ON
- Full-time
Lead the North America engineering teams supporting Morningstar Plan Advantage and Fiduciary Services.

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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