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Added 6 mins ago
IF
Senior Developer
iA Financial Group
Montreal, QC · Quebec, QC
- Full-time
…foundations and practices that support development, operations, and delivery teams. You will help implement high-performing, standardized, and sustainable solutions that enhance the…
Added 6 mins ago
M
Manager Engineering
Manulife
Waterloo, ON
- Full-time
As a Manager Engineering, you will lead technology teams in delivering secure, reliable, and user-centered solutions that support business objectives. You will translate technical and…
Added 6 mins ago
CH
Senior Data Warehouse Developer
Calgary Homeless Foundation
Calgary, AB
- Full-time
…Working in alignment with governments and collaboratively with service providers and community partners, we help translate complex system needs into coordinated, efficient ground-level…
Added 21 mins ago
Director of Programming and Operations
University of Guelph
Guelph, ON
Lead the development and execution of annual and multi-year strategic plans for programming, facilities, marketing, communications, sponsorships, and business operations.
Added 21 mins ago
Manager, Estates and Trusts - Ottawa
Scotiabank
Ottawa, ON
…leverage technology and data to modernize processes, improve service delivery and build a high-performing, knowledgeable and resilient…
Added 21 mins ago
VC
Plastic Surgeon, LGH
Vancouver Coastal Health
Vancouver, BC
- Full-time
VCH is a world class innovator in medical care, research and teaching, delivering service to more than one million BC residents. At VCH, we embrace thinking boldly, taking smart risks, and…
Added 21 mins ago
RE
Investigations Manager
Real Estate Council of Ontario
Toronto, ON · Etobicoke, ON
- $120,000 to $160,000 CAD / year
- Full-time
…intelligence capability, enhances operational visibility through service standards, KPIs and reporting, and leads a high-performing, engaged, and accountable hybrid investigations…
Added 21 mins ago
U
Burlington Driver Helper
UPS
Burlington, ON
- Part-time
…lifting, lowering and carrying packages. This position ensures the delivery of exceptional customer service through efficiency and…
Added 21 mins ago
U
Burlington Driver Helper
UPS
Burlington, ON
- Part-time
…lifting, lowering and carrying packages. This position ensures the delivery of exceptional customer service through efficiency and…
Added 21 mins ago
U
Seasonal Driver Helper - Waterloo
UPS
Kitchener, ON
- Temporary
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 21 mins ago
PP
Business Development Coordinator
Peakhill Project Advisory
Toronto, ON · Greater Toronto Area, Canada
- $50,000 to $65,000 CAD / year
- Full-time
Peakhill Project Advisory (PPA) is a full-service development and project management firm, based in Toronto. We provide expert advisory from feasibility through delivery to hand-over,…
Added 36 mins ago
I
Senior Business Analyst – ACMS Project
IntelliPro
St. John's, NL
- $70 to $75 CAD / hour
- Contract
…Certification Management System (ACMS). The successful candidate will lead business analysis activities throughout the project lifecycle, including requirements gathering, business process…
Added 36 mins ago
CH
Senior Data Warehouse Developer
Calgary Homeless Foundation
Calgary, AB
- Full-time
…Working in alignment with governments and collaboratively with service providers and community partners, we help translate complex system needs into coordinated, efficient ground-level…
Added 51 mins ago
T
Assistant Branch Manager Trainee
TD
Brampton, ON
- Full-time
…with our customers by performing a broad range of customer service transactions and providing information and advice on services, products, and solutions to existing or prospective TD…
Added 51 mins ago
Field Services - Project Lead
Wenco (a Hitachi Construction Machinery subsidiary)
Richmond, BC
As Project Lead, Field Services, you will be accountable for safe, consistent and predictable delivery of our field service projects across the region, including system implementations,…
Added 51 mins ago
US
Downtown/Uptown Package Delivery Driver
UPS Supply Chain Solutions
Toronto, ON · CA - TORONTO HUB (ONTOR)
- Full-time
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Don Valley Package Delivery Driver
UPS Supply Chain Solutions
Toronto, ON · CA - TORONTO HUB (ONTOR)
- Full-time
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 51 mins ago
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Bradford Driver Helper
UPS Supply Chain Solutions
Toronto, ON · CA - TORONTO HUB (ONTOR)
- Part-time
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 51 mins ago
NP
SCADA Engineer
Northland Power Inc.
Toronto, ON
- Full-time
Lead SCADA/control system upgrade projects, including development of technical requirements for contracts, budgets, schedules, risk management plans, and the overall technical approach. The…
Added 51 mins ago
Associate Dean, Academic Engagement, Library
University of Saskatchewan
Saskatoon, SK
…Engagement has the opportunity to shape the future of what service delivery, instruction, and community engagement look like at the University of Saskatchewan. This position serves as a…
Added 1 hour ago
M
Senior Manager, Commercial Management – Ontario Line
Metrolinx
Canada
- Full-time
…cross-functional departments (e.g. Legal, Operations, Project Delivery Team, Finance etc.) to ensure progression of projects and programs into operational…
Added 1 hour ago
PC
Manager, Learning & Development
Provincial Credit Union
Charlottetown, PE
- Full-time
We’re looking for a Manager, Learning & Development to lead and strengthen how our people learn, grow and develop. This is an opportunity to shape learning across the organization, build…
Added 1 hour ago
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T&O Senior Data Analyst, Financial Data
BMO
Toronto, ON · FCP
- Full-time
Lead requirements gathering sessions with Finance, Regulatory, Risk, and Technology stakeholders.
Added 1 hour ago
BB
Field Technical Service Representative (Full Time)
Best Buy Canada
AB
- Full-time
Grow your career in development roles (senior field service agent, field services team lead).
Added 1 hour ago
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Investment Associate, Private Wealth
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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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