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Added 5 mins ago
LI
Director, Product Marketing
Loopio Inc.
Remote, Canada
- $136,000 to $175,000 CAD / year
- Full-time
- Remote
…critical leadership position on the Product Growth & Experience team and reports directly to the VP, Product Growth & Experience. This is a high-visibility, high-autonomy opportunity for…
Added 5 mins ago
T
Senior Wealth Operations Officer
TD
Toronto, ON
- Full-time
Assist Team Managers to run day to day operations and efficient workflow
Added 20 mins ago
Production Planner - FAL
Westerkirk
Calgary, AB
…overhaul (MRO) services. Our operations are supported by a team of skilled engineers, technicians, and industry professionals who are dedicated to upholding the highest standards of…
Added 20 mins ago
AI
Regional Lead Architect - Transportation, Western Canada
Architecture49 Inc.
Vancouver, BC
- Full-time
…the natural resources that are abundant across the West, our team thrives on designs that align with the goals our clients seek to achieve. Specializing in transportation infrastructure,…
Added 50 mins ago
Senior Manager, Strategic Sourcing
Scotiabank
Toronto, ON
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Added 50 mins ago
Staff Software Engineer, Messaging Experience
Braze
Toronto, ON
…empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet…
Added 50 mins ago
Senior Engineering Manager, Messaging Experience
Braze
Toronto, ON
…empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet…
Added 50 mins ago
Assistant Superintendent
Aecon
Toronto, ON · North York, ON
…Women in Trades and diversity programs, as well as our Employee Resource Groups (ERGs), to ensure we are building with top talent and harnessing our collective strengths within every aspect…
Added 50 mins ago
B
Staff Software Engineer, Messaging Experience
Braze
Toronto, ON
- Full-time
…empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet…
Added 50 mins ago
HL
Director of Endow Manitoba - Winnipeg Foundation
Harris Leadership Strategies
Winnipeg, MB
- Full-time
…foundations.The successful incumbent will be a strategic, people-focused leader and relationship builder with strong communication, financial, analytical, project management, and…
Added 1 hour ago
MP
Accounts Payable Clerk
Mastronardi Produce
Kingsville, ON
- Full-time
…the industry. We are constantly pushing boundaries to be a leader in fresh produce innovation. We seek individuals that demonstrate our PRIDE values (Passion, Respect, Innovation, Drive,…
Added 1 hour ago
S
Project Archaeologist, Field Lead
Stantec
ON · Stoney Creek, ON
- Full-time
We are seeking to hire full-time personnel for the role: Project Archaeologist, Field Lead, to join our Archaeology team in Ontario. An individual in this role will be highly organized and…
Added 1 hour ago
VE
Spécialiste mise en route / Commissioning Specialist
Veolia Environnement SA
Montreal, QC
- Full-time
Veolia Group is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia…
Added 1 hour ago
VE
Gestionnaire de Projets Municipal / Project Manager Municipal
Veolia Environnement SA
Montreal, QC
- Full-time
Veolia Group is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia…
Added 1 hour ago
VE
Ingénieur(e) d'exécution de projets/Execution Project Engineer
Veolia Environnement SA
Montreal, QC
- Full-time
Veolia Group is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia…
Added 1 hour ago
CI
Manager, RF Systems Engineering
Calian in Space & Technology
Saskatoon, SK
- Full-time
…energized by solving real-world challenges, we want you on our…
Added 1 hour ago
TI
Business Development Officer – Prairies
Talent Innovation Canada
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Join a team committed to strengthening Canada’s position as a leader in technology development and innovation. This role is not a traditional business development position. Instead, it…
Added 1 hour ago
IE
Manager, Supply Chain & Innovation
IMAX Enhanced | Streaming & Consumer Technology
Mississauga, ON
- Full-time
For more than 50 years, IMAX has been a global leader in entertainment technology, redefining how stories are experienced on the world’s biggest screens. Our mission is to power…
Added 1 hour ago
A
Project Manager/Leader - Senior
Akkodis
Toronto, ON
- Contract
Sources, selects and on-boards team members in various disciplines, clarify roles and responsibilities and set task/deliverable/performance expectations for resources that are both OPS…
Added 1 hour ago
B
Senior Engineering Manager, Messaging Experience
Braze
Toronto, ON
- Full-time
…empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet…
Added 1 hour ago
S
Formateur, Transport
Sysco
Montreal, QC · Sysco Grand Montreal
- Full-time
Sysco is the global leader in foodservice distribution. With over 71,000 colleagues and a fleet of over 13,000 vehicles, Sysco operates approximately 333 distribution facilities worldwide…
Added 1 hour ago
B
Project Manager
BGIS
Toronto, ON
- Full-time
BGIS is a global leader in integrated facility management services. With a combined team of over 10,000 globally, BGIS relentlessly focuses on delivering innovative service solutions that…
Added 1 hour ago
S
Vice President, Operations
Safehaven
Toronto, ON
- Full-time
…management, strategy and system innovation. As the senior operations leader, the Vice President, Operations is accountable for driving operational excellence across both clinical and…
Added 1 hour ago
C
Manufacturing Automation Manager/Team Leader
Ciena
Ottawa, ON · Quebec, QC
- $146,600 to $234,200 CAD / year
- Full-time
As the global leader in high-speed connectivity, Ciena builds the critical infrastructure powering the AI era. We’re a technology company shaping the future of networking, guided by…
Added 1 hour ago
C
Pluggable Material Lead
Ciena
Ottawa, ON
- Full-time
As the global leader in high-speed connectivity, Ciena builds the critical infrastructure powering the AI era. We’re a technology company shaping the future of networking, guided by…

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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