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Added 1 hour ago
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Talent Acquisition Partner
BPA
Laval, QC
- Full-time
You'll also work alongside a multidisciplinary HR team that includes our Vice President, HR Business Partners, Business Analyst, HR Coordinators and Senior Health & Safety Advisor.
Added 1 hour ago
HR
RAM Specialist, Senior
Hitachi Rail
Toronto, ON
- Full-time
The Senior RAM Specialist will report directly to the RAM Engineering Manager and work with the RAM team in performing RAM activities and will work collaboratively with other design team…
Added 1 hour ago
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Technical Recruiter
Swoon
Toronto, ON · Greater Toronto Area, Canada
- $55 CAD / hour
- Contract
Technical Recruiter – AI & Enterprise Technology
Added 1 hour ago
HR
Technical Safety Specialist
Hitachi Rail
Burnaby, BC
- Full-time
…work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring…
Added 1 hour ago
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Intermediate Electrical Engineer
Kleinfelder
Calgary, AB
- Full-time
…Electrical Engineer will report to the Electrical Engineering Manager, providing mentorship to Junior staff and being supported by Senior Electrical…
Added 1 hour ago
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Intermediate Electrical Engineer
Kleinfelder
AB · Edmonton, AB
- Full-time
…Electrical Engineer will report to the Electrical Engineering Manager, providing mentorship to Junior staff and being supported by Senior Electrical…
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Intern, Associate Technical Account Manager
Yardi
Toronto, ON
- Volunteer
…Prepare to tackle real-world challenges, embrace cutting-edge technology, and gain insights into the thriving real estate and technology…
Added 1 hour ago
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Intern, Associate Technical Account Manager
Yardi
Toronto, ON
- Volunteer
…Prepare to tackle real-world challenges, embrace cutting-edge technology, and gain insights into the thriving real estate and technology…
Added 1 hour ago
RT
Information Technology Product Manager
Rang Technologies Inc
Toronto, ON
- $95 to $100 CAD / hour
- Contract
Position: Senior Specialist - IT Product Manager
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Information Technology Product Manager
Mindlance
Toronto, ON
- $80 to $85 CAD / hour
- Contract
Job Title: IT Product Manager/Information Technology Product Manager/Product Manager/Technical Product Manager
Added 1 hour ago
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IT Internal Auditor
Husky Technologies
Bolton, ON
- Full-time
…model. You will be part of a global team and report to the Senior Manager; IT Audit located in Bolton. The Senior Manager, IT Audit reports to the VP, Internal Audit, who reports to the…
Added 1 hour ago
FC
Project Manager, Construction & Store Development
FIKA Company
Toronto, ON · Greater Toronto Area, Canada
- $80,000 to $100,000 CAD / year
- Full-time
We are hiring a Project Manager to take that work over - and to take it over quickly. The goal is a complete handover of site execution within 90 days.
Added 1 hour ago
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IT Cloud & DevOps Engineer
Survalent
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Build the technology powering critical utility infrastructure. Survalent is seeking a Cloud & DevOps Engineer to design, secure, and optimize cloud environments across Azure, AWS, and OT…
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Program Manager
TechDoQuest
Toronto, ON
- Full-time
The Senior Director, Global Delivery Lead will oversee the successful execution of large scale programs and projects across multiple regions. This role requires a strategic thinker with a…
Added 1 hour ago
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AVP, Operational Learning & Performance
Korn Ferry
Toronto, ON
- $180,000 to $210,000 USD / year
- Full-time
Partner with senior leaders across operations, technology, customer strategy, data and analytics, risk, human resources, and transformation.
Added 1 hour ago
NC
Pump Technician
Nikkiso Cryogenic Industries
Red Deer, AB
- Full-time
…Boasting a vast portfolio of innovative solutions, cutting-edge technology, and expert services, the company stands tall as a go-to service provider for a wide range of clients. The company…
Added 2 hours ago
Project Manager, Construction and Store Development
Fire & Flower Inc.
ON
We are hiring a Project Manager to take that work over - and to take it over quickly. The goal is a complete handover of site execution within 90 days.
Added 5 hours ago
DT
Manager Software Engineering
DXC Technology
ON · TWCON - Teleworker/Offsite - CAN - ON
- Full-time
Contribute to the execution of the software engineering strategy, supporting the alignment of technology with business goals.
Added 5 hours ago
HR
Senior Project Manager
Hitachi Rail
Toronto, ON
- Full-time
The Senior Project Manager has the overall projects supervision and is responsible for their project P&L.
Added 5 hours ago
HR
Technical Safety Specialist
Hitachi Rail
Toronto, ON
- Full-time
…work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring…
Added 5 hours ago
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Quality Assurance Manager
GagaMuller
Regina, SK
- Full-time
With a proven track record working alongside global technology leaders and data center developers, we combine local expertise with global standards to ensure projects are delivered on time,…
Added 5 hours ago
OE
Senior Modernization Project Manager
Otis Elevator Co.
Winnipeg, MB
- Full-time
Otis Elevator Company is searching for a highly motivated Modernization Project Manager to oversee coordination of activities on multiple modernization installation projects. This is a…
Added 5 hours ago
HR
Senior Construction Manager
Hitachi Rail
Mississauga, ON
- Full-time
…work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring…
Added 5 hours ago
R
Senior BDR, Inbound (87k OTE)
RestoReach
Canada
- Full-time
Previous experience working in restaurant technology, restaurant services, or restaurants themselves is a major bonus.
Added 5 hours ago
TI
Senior Project Manager (IT)
Teckhorizon Inc
AB · Edmonton, AB
- Contract
The client is seeking an experienced Project Manager to lead AI delivery and enablement initiatives across multiple ministries. The role focuses on enterprise AI licensing and consumption…

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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