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Added 17 mins ago
R
Manager, Royal Mutual Funds Inc (RMFI) Surveillance
RBC
Toronto, ON
- Full-time
…relevant risks (e.g. market abuse and manipulation, suitability & sales practices) associated with the supported Capital Markets, Wealth Management businesses, Royal Mutual Funds Inc.…
Added 17 mins ago
Director, Performance & Innovation
The Canada Life Assurance Company
Winnipeg, MB · London, ON · Toronto, ON
The Director, Performance & Innovation, Health Products will establish how product performance is measured, understood, and actively managed across the Health Products portfolio. This role…
Added 17 mins ago
PM
Senior Account Director
PUSH Media
Toronto, ON
- $130,000 to $150,000 CAD / year
- Full-time
Added 32 mins ago
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CAD Specifier, Architectural Interiors
Teknion
Toronto, ON
- Full-time
Reports to: Director of Customer Experience, Architectural Interiors, North America
Added 33 mins ago
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Finance Director
Dexter
Ingersoll, ON
- Full-time
The Finance Director is the senior financial leader responsible for overseeing the accounting, financial planning, cost management, internal controls, and operational finance activities for…
Added 47 mins ago
AS
Director of Information Technology
Athletica Sport Systems Inc.
Kitchener, ON
- $120,000 to $150,000 CAD / year
- Full-time
Athletica is seeking a Director of Information Technology to join our leadership team in Waterloo. Reporting to the Chief Financial Officer, this role owns technology, systems, and data…
Added 47 mins ago
JR
Director of Marketing & Ecommerce
JRoss Retail Recruiters
Vancouver, BC · Greater Vancouver, BC
- Full-time
The company is seeking an experienced and commercially minded Director of Marketing & Ecommerce to join its Senior Leadership Team and help shape that next chapter. In this role, you will…
Added 1 hour ago
LC
Merchant, Canned (Hard Discount)
Loblaw Companies Limited
Brampton, ON
- Full-time
Manage the financial performance of your portfolio, including sales, margin, and market share, working closely with the Category Director to identify opportunities and address performance…
Added 1 hour ago
M
Director of Event Planning and Operations
Marriott
Calgary, AB
- Full-time
…executing all property events with a seamless turnover from sales to operations and back to sales while consistently delivering a high level of service. Ensures team maximizes revenue…
Added 1 hour ago
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Director, Global Services Operations & Excellence
Prosci
Remote, Canada
- Full-time
- Remote
Manage the delivery lifecycle from sales-to-delivery handoff through logistics, delivery, close-out and billing handoff.
Added 1 hour ago
A
Ecosystem Business Development Director -Cybersecurity
Accenture
Calgary, AB · Vancouver, BC · Ottawa, ON · Toronto, ON · Montreal, QC
- Full-time
A growth focused sales professional who has successfully created positive impact through year-onyear business expansion. You know – and have business development phases of a sales cycle,…
Added 1 hour ago
OI
Coordinator, Community Relations and Social Media – Edmonton Oil Kings
OEG Inc.
Edmonton, AB
- Full-time
Promotional Marketing: Creatively communicate the team’s promotional calendar, theme nights and community initiatives to drive awareness, excitement and ticket sales.
Added 1 hour ago
CB
Territory Sales Manager
Cornerstone Building Brands
Hamilton, ON
- Full-time
Understand sales budgets, targets and performance expectations, and prepare sales reports and updates for the Director of Sales.
Added 1 hour ago
CB
Territory Sales Manager
Cornerstone Building Brands
Kitchener, ON · Hamilton, Ontario
- Full-time
Understand sales budgets, targets and performance expectations, and prepare sales reports and updates for the Director of Sales.
Added 1 hour ago
AF
Outside Sales Representative
Action Furnace
Red Deer, AB
- Full-time
Reporting to the Director of Edmonton Operations, the Outside Sales Representative will be responsible for giving world-class in-home presentations and closing sales in homes. They will…
Added 1 hour ago
OS
Coordinator, Community Relations and Social Media – Edmonton Oil Kings
OEG Sports & Entertainment
AB · Edmonton, AB
- Full-time
Promotional Marketing: Creatively communicate the team’s promotional calendar, theme nights and community initiatives to drive awareness, excitement and ticket sales.
Added 1 hour ago
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Ecommerce Manager, DTC
Dermalogica
Toronto, ON
- Full-time
Commercial Performance & Sales Accountability: Own day-to-day DTC sales performance against targets, budgets and forecasts. Monitor results closely, identify gaps and emerging risks,…
Added 1 hour ago
DC
ECommerce Manager, DTC
Dermalogica Canada
Toronto, ON
- $85,000 to $95,000 CAD / year
- Full-time
Commercial Performance & Sales Accountability: Own day-to-day DTC sales performance against targets, budgets and forecasts. Monitor results closely, identify gaps and emerging risks,…
Added 2 hours ago
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Sales Manager - Home Envelope Products
Dakwakada
Whitehorse, YT
- Full-time
Reports to: President (initially); Director of Sales & Marketing upon appointment
Added 2 hours ago
A
Bilingual Sales Ops Specialist
Arctiq
Montreal, QC
- Full-time
Reporting to the Inside Sales Manager, the Sales Ops Specialist will be working with assigned Client Directors and their clients to provide sales and operations support. This individual…
Added 2 hours ago
Product Manager, Digital Banking (18 Month Contract)
EQ Bank | Canada's Challenger Bank
Toronto, ON
Reporting to the Director, Product and Channel Management, Digital Banking and working alongside senior management, the Product Manager is responsible for devising strategies and leading…
Added 2 hours ago
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Director, Capital Markets - Capital Allocation & Management
BMO
Toronto, ON · FCP
- Full-time
The Director, Financial Resource and Risk Integration help lead the translation of CAM's capital and resource framework into financial decision-making, with a focus on consistent financial…
Added 2 hours ago
OG
Residential Leasing Manager
Onni Group of Companies
Vancouver, BC
- Full-time
…insights to elevate our residential properties. If you have strong sales and leasing experience, a deep understanding of the local market, and a knack for creative problem-solving, we want…
Added 2 hours ago
G
Sales Director
Gordian
Canada
- Full-time
Gordian is seeking a dynamic Sales Player-Coach to join our Canadian team, focusing on business development for Gordian Facilities Capital Planning SaaS and services solutions. This…
Added 2 hours ago
NW
Sales Manager
Northerm Windows & Doors
Vancouver, BC
- $90,000 to $100,000 CAD / year
- Full-time
Reports to: President (initially); Director of Sales & Marketing upon appointment

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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