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Added 4 mins ago
PI
Director, Building Science and Resiliency
Pinchin in Canada
Richmond, BC
- $150,000 to $200,000 CAD / year
- Full-time
Pinchin is seeking a Director to lead our Building Science & Resiliency teams across British Columbia, including Property Condition Assessment, Building Envelope, Structural Engineering,…
Added 4 mins ago
Executive Director, Sales Enablement - North America
Capco
Toronto, ON
15+ years of consulting and financial services experience, ideally gained through client-facing consulting, business development, strategic sales or delivery roles.
Added 19 mins ago
C
Senior Consultant, Public Affairs
CIBC
Toronto, ON
- Full-time
…communications for senior leaders in the bank. You report to the Senior Director, Public Affairs, and will work with partners across the…
Added 19 mins ago
FH
Director, Clinical Operations (Community & Hospital)
Fraser Health
New Westminster, BC
- Full-time
The Director, Clinical Operations provides leadership and direction on strategies, planning, design, implementation, delivery and assessment of assigned clinical department/service within…
Added 19 mins ago
C
Manager, Housing and Rent Supplement Administration
Cota
Toronto, ON
- Full-time
Assist the Director, Housing and Scarborough Services in overseeing the data integrity within the Arcori system to ensure finance and applicable managers have access to accurate and timely…
Added 20 mins ago
B
Senior Associate/Principal, Private Markets Risk
BCI
Victoria, BC
- $140,000 to $170,000 CAD / year
- Full-time
…Corporation (BCI) is the provider of investment management services for British Columbia’s public sector and one of the largest asset managers in Canada. BCI seeks investment opportunities…
Added 34 mins ago
J
Gestionnaire des installations / Facility Manager
JLL
Dorval, QC · Montreal, QC · CAN-CLIENT Montreal-Pharmascience - Royalmount (RMT)
- Full-time
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best,…
Added 34 mins ago
YT
Manager of 1st Stop Woodlawn – Residential Support and Client Services
YWCA Toronto
Toronto, ON
- $87,217 to $100,475 CAD / year
- Temporary
…Resources policies of the Association and in consultation with the Director, Shelters and Clinical…
Added 49 mins ago
Director of Programming and Operations
University of Guelph
Guelph, ON
The Director oversees Fitness & Recreation, Client Services, Facilities, Events, Marketing and Communications, Sponsorships, External relations, Business operations, and IT functions.
Added 49 mins ago
R
Manager, Royal Mutual Funds Inc (RMFI) Surveillance
RBC
Toronto, ON
- Full-time
Support the Associate Director in managing daily alerts escalation and resolution timeline
Added 49 mins ago
Senior Director - Cancer Care Program
Nova Scotia Health and IWK Health
Halifax, NS
Reporting to the Vice President of Operations, the Senior Director, Cancer Care will be responsible for the overall planning for cancer services in Nova Scotia to support the clinical,…
Added 49 mins ago
LK
Interim Director, Financial Planning & Analysis
LHH Knightsbridge
Toronto, ON
- Contract
Our client a North American professional services organization with multiple locations is seeking an experienced financial planning & analysis professional to lead a small team through a…
Added 50 mins ago
YT
Manager of 1st Stop Woodlawn – Residential Support and Client Services
YWCA Toronto
Toronto, ON
- Temporary
…Resources policies of the Association and in consultation with the Director, Shelters and Clinical…
Added 1 hour ago
E
Sample Management Coordinator - Eurofins BioPharma Product Testing Toronto, inc.
Eurofins
Toronto, ON
- Up to $42,000 CAD / year
- Full-time
Reporting directly to the Quality Assurance Director, the Sample Management Coordinator is responsible for managing and coordinating both stability and non-stability samples received at…
Added 1 hour ago
MU
Director of Facilities - Custodial, Grounds, Logistics and Mail and Related Services
McMaster University
Hamilton, ON
- Full-time
Reporting to the Associate Vice-President, the Director, Facilities Services - Custodial, Grounds, Logistics, Mail and Related Services, provides strategic leadership, operational…
Added 1 hour ago
LH
Physiotherapist
Lifemark Health Group
Regina, SK
- Full-time
…deeply committed to delivering compassionate, timely, and truly client-centred medical, physiotherapy, and rehabilitation services that empower individuals to overcome bone, joint, and…
Added 1 hour ago
S
Vice President, Operations
Safehaven
Toronto, ON
- Full-time
…Etobicoke, North York, Woodbridge, and Aurora facilities, as well as client…
Added 1 hour ago
CH
Administrateur de bureau
Cardinal Health
Dorval, QC · Canada-Dorval
- Full-time
…indispensable pour communiquer, apporter un soutien et fournir des services à des particuliers, des employés ou des partenaires qui ne parlent pas français, en particulier lorsqu’ils se…
Added 1 hour ago
TN
Homemaker
Tla’amin Nation
BC · qathet, British Columbia
- Full-time
- Temporary
Report to H&CC Coordinator or designate information related to client's availability for services
Added 1 hour ago
P
Director, Global Services Operations & Excellence
Prosci
Remote, Canada
- Full-time
- Remote
In this role, you will build and lead Prosci's new Global Services Operations & Excellence team: the operational engine behind our training and advisory delivery worldwide and the owner of…
Added 1 hour ago
PRIMARY CARE NURSE PIT STOP Program Permanent
Winnipeg Regional Health Authority
Winnipeg, MB
Under the direction of the Director of Primary Care the Primary Care Nurse (PCN) respectfully works with diversity including sexual and gender minorities, and across all ethnicities and…
Added 1 hour ago
A
Ecosystem Business Development Director -Cybersecurity
Accenture
Calgary, AB · Vancouver, BC · Ottawa, ON · Toronto, ON · Montreal, QC
- Full-time
…relationships with key Accenture account personnel, most significantly client account leads (CALs), to identify opportunities to solve client pain points and growth objectives utilizing a…
Added 1 hour ago
E
Sample Management Coordinator - Eurofins BioPharma Product Testing Toronto, inc.
Eurofins
Toronto, ON
- $42,000 CAD / year
- Full-time
Reporting directly to the Quality Assurance Director, the Sample Management Coordinator is responsible for managing and coordinating both stability and non-stability samples received at…
Added 2 hours ago
T&
Director, Capital Investment & Decision Support
Turner & Townsend
Vancouver, BC
- Full-time
Turner & Townsend is a global professional services company with over 22,000 people in more than 60 countries.
Added 2 hours ago
MS
Administrative Coordinator
Marberg Staffing
Toronto, ON
- $34 to $38 CAD / hour
- Temporary
Administrative Coordinator for not-for-profit community services client, downtown Toronto.

Prosci

Director, Global Services Operations & Excellence

Remote, Canada

Remote

Compensation: $125,100 - $155,600 CDN is the projected range of annual base salary for this role depending on the candidate’s overall qualifications and experience. · Full-time

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Job details

Pay: Compensation: $125,100 - $155,600 CDN is the projected range of annual base salary for this role depending on the candidate’s overall qualifications and experience.
Job type: Full-time
Workplace: Remote
Posting language: English
Posted: Nov 3, 2026

Original job description

In this role, you will build and lead Prosci's new Global Services Operations & Excellence team: the operational engine behind our training and advisory delivery worldwide and the owner of the client experience it produces. You will shape the team's charter, structure and operating model, and use it to turn delivery strategy into predictable, scalable and profitable execution across North America, EMEA and APAC. You also partner with the VP, Global Service Delivery, so they can focus on strategy, client relationships and growth.

Since our founding in 1994, Prosci has been laser-focused on change. By combining our deep understanding of people with a proven methodology rooted in the creation of the ADKAR® Model, we’ve helped countless people and organizations thrive. Our solutions empower customers with lasting change resiliency through a unique blend of training, advisory services, and licensing options, including Kaiya™, Prosci's expert change management AI tool.

At Prosci, we are a purpose-driven organization full of passionate, curious, and results-oriented people. Working at Prosci means being part of a dynamic team that is dedicated to our purpose of creating a world where change is done right. Join us and be part of a culture that thrives on continuous learning, growth, and making a difference.

Check out our website for more about our team and approach: https://www.prosci.com/about.

Key Responsibilities

Key role responsibilities include but are not limited to the following:

Run delivery operations and capacity

Plan global capacity and resources for instructors and consultants.
Forecast demand two or more quarters ahead.
Schedule and staff public, virtual, onsite and advisory engagements across time zones.
Manage the delivery lifecycle from sales-to-delivery handoff through logistics, delivery, close-out and billing handoff.
Set up escalation paths and resolve delivery issues quickly, including cancellations, instructor gaps and client escalations.

Drive performance, quality and financials

Define and report delivery KPIs: utilization, on-time delivery, cancellation and reschedule rates, CSAT/NPS, cost per delivery and delivery margin.
Build and maintain operational dashboards for the VP and leadership team.
Partner with Finance on delivery forecasts, budgets, cost control and revenue recognition.
Review quality and financial results together so efficiency gains never come at the expense of the client experience.

Raise service delivery excellence

Define what excellent Prosci delivery looks like and build a global delivery quality framework, including standards, session observations and quality audits.
Establish and lead the instructor and consultant quality program: onboarding, certification, performance reviews, coaching and exit decisions.
Own the client experience from booking through post-session follow-up.
Run the client feedback loop: collect, analyze and act on feedback, and share insights with Product and Content.
Track excellence metrics such as first-time-right delivery, repeat bookings and quality scores by instructor and consultant.
Ensure clients receive a consistent Prosci experience in every region and format.

Build and lead the Global Services Operations & Excellence team

Define the team's charter, scope and operating model, including how it works with regional delivery teams and the VP, Global Service Delivery.
Design the team structure and roles, build the hiring plan, and recruit and onboard the founding team. [CONFIRM: planned team size and hiring phases]
Bring existing operations, scheduling and quality activities into the team, with clear ownership and a smooth handover.
Set the team's operating rhythm: planning cycles, governance forums, reporting cadence and decision rights.
Design, document and improve global delivery processes and SOPs, balancing global standards with regional needs.
Own or co-own delivery systems (PSA/ERP, scheduling, LMS, BI) and drive adoption.
Identify and implement automation and AI opportunities that let delivery scale without growing headcount at the same rate.
Lead, coach and develop a distributed team as it grows, building its capability and a culture of operational discipline and service excellence.
Represent Service Delivery in cross-functional forums and stand in for the VP where needed.
Lead change within the team and delivery network, applying the Prosci Methodology.

Based on this role’s scope and responsibilities, we are seeking candidates with the following minimum qualifications, skills, attributes, and competencies. Preferred qualifications are also noted.

Competencies

Drives Results: builds a team that delivers against agreed operational and financial targets.

Customer Focus: builds a client-first mindset in the team and delivery network.

Collaboration: builds strong working partnerships across Sales, Finance, Product and Content, and People.

Leads Change: builds the team's ability to adopt and sustain change.

Builds Effective Teams: forms a new team with a shared purpose, clear roles and strong accountability.

Develops Others: builds the team's skills through coaching and feedback.

Decision Quality: builds sound, data-informed decision making in the team.

Technical Skills

Hands-on experience with PSA/ERP and BI tools, such as Certinia, Salesforce, Kantata, Power BI or Tableau.
Strong financial acumen: delivery margin, forecasting, budgets and working with Finance.
Capacity planning, scheduling and utilization management for a delivery workforce of employees and/or contractors.
Process design and improvement; Lean, Six Sigma or ITIL knowledge is a plus.
Experience applying automation or AI to operational workflows (preferred, but not required).

Working with AI at Prosci

As a people leader building a new team, you embed AI in how it works from the start to make delivery operations faster, more consistent and more scalable. You encourage experimentation, share what works and help people build confidence with new tools. You uphold Prosci's data security, confidentiality and intellectual property governance in every use of AI.

Qualifications

8+ years in service delivery, professional services or training operations, including 3+ years leading multi-region operations.
Experience building a new operations, service excellence or similar function from the ground up, including org design, hiring and setting up operating rhythms.
A track record of measurable improvement, such as higher utilization, lower delivery cost, faster time-to-deliver or better client satisfaction.
Experience building delivery quality or client experience programs, including standards, facilitator quality reviews and feedback loops.
Experience leading managers or coordinators across time zones.
Clear communication, moving comfortably between VP-level strategy and day-to-day problem solving.
Bachelor's degree or equivalent experience.
Preferred: background in training, education, consulting or learning services; experience scaling from mid-size to global; experience across North American, European and Asia-Pacific markets.
Preferred: Lean, Six Sigma, ITIL or PMP credentials; familiarity with change management; Prosci certification is a plus.

Additional Information

Travel Requirements: This role requires 20% travel.

Work Location: This is a remote role.

Compensation: $125,100 - $155,600 CDN is the projected range of annual base salary for this role depending on the candidate’s overall qualifications and experience. This role is eligible for inclusion in our bonus program.

Benefits: Through our experience and strategic focus on the people side of change, we know that by taking care of our people, we are taking care of our business. In addition to the compensation detailed above, we offer comprehensive wellness benefits, including generous flexible paid time off, holidays and volunteer time, medical, dental, vision, life insurance and long-term disability programs, RRSP with company matching, and access to LinkedIn Learning. Our “mostly virtual” culture is vibrant with many opportunities to collaborate with colleagues from around the world, get involved in employee-led interest and resource groups, and to meet up with team members at in-person local or market-wide events.

We hope you're interested in making a difference with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply. Prosci is an equal opportunity employer that is committed to inclusion and diversity. Employment opportunities at Prosci are available to all applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. You can learn more about our efforts to build a more inclusive, equitable and diverse organization:

https://www.prosci.com/about/dei

If you require assistance due to a disability applying for open positions, please submit a request to: applicantsupport@prosci.com.

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More about this job

Responsibilities

The Director will build and lead a new Global Services Operations & Excellence team to manage delivery strategy, capacity planning, and operational execution across global regions. They will also define quality frameworks, manage financial performance, and drive service excellence through data-informed decision-making and process automation.

Requirements

Candidates must have 8+ years of experience in service delivery or operations, including at least 3 years in a multi-region leadership role. A bachelor's degree is required, along with strong financial acumen and experience in building operational functions from the ground up.

Skills

Service delivery
Operations management
Capacity planning
Financial forecasting
Quality assurance
Team leadership
Change management
Process improvement
Strategic planning
Client experience management
Data analysis
Performance reporting
Automation
AI implementation
Cross-functional collaboration
Budget management

Benefits

Flexible paid time off
Holidays
Volunteer time
Medical insurance
Dental insurance
Vision insurance
Life insurance
Long-term disability programs
RRSP with company matching
LinkedIn Learning access

Remote locations

Canada

Remote locations (standardized)

Canada

Visa sponsorship

Not detected in the job text

Keywords

Service Delivery
Operations Excellence
ADKAR Model
Change Management
Capacity Planning
KPIs
CSAT
NPS
PSA
ERP
Salesforce
Certinia
Kantata
Power BI
Tableau
Lean
Six Sigma
ITIL
PMP
AI
Automation
Global Operations
Financial Acumen
Resource Management
Client Experience
Strategy
Governance
SOPs
Professional Services
Training Operations

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