Hybrid Operations Lead, Virtual Services

FBC Farm and Small Business Tax Consultants; London; Hybrid; CAD 75,000 - 90,000; Full time

Benefits offered by this job

Health & dental benefits

RRSP matching

Hybrid work flexibility

Paid time off & professional dev

Job summary

Harvest is seeking an Operations Manager, Virtual Services to lead the national virtual service delivery model across Canada. The role oversees people, processes, and tools to support performance and roadmap execution in a hybrid London, ON or Calgary, AB setting.

You will collaborate with regional leaders and the Product Manager, Virtual Services to drive improvements, ensure high-quality Member experiences across channels, and sustain operational excellence.

Qualifications

• 5+ years of experience in operations, client service, or service delivery, including 3+ years leading teams.
• Experience managing hybrid, or multi-location teams and virtual service channels.
• Experience in tax, bookkeeping, accounting, or financial services operations (asset).
• Post-secondary education in Business Administration, Operations Management, Accounting, or a related field (equivalent experience will be considered).

Responsibilities

• Lead, coach, and develop the Virtual Services team, including hiring, onboarding, performance management, and recognition.
• Oversee day-to-day virtual service delivery across all channels (phone, email, and secure portal), ensuring a consistent, high-quality Member experience.
• Plan staffing, scheduling, and workload distribution to meet service levels, with peak tax-season focus.
• Establish, monitor, and report on KPIs, including response times, file turnaround, Member satisfaction, and retention; provide performance reporting.
• Identify operational risks, bottlenecks, and resource constraints that may impact service delivery or roadmap execution.
• Recommend operational improvements based on performance metrics, employee feedback, and Member feedback.
• Design, document, and improve virtual workflows, including document intake, remote data collection, file handoffs, and e-signature processes.
• Partner with Regional Operations, Tax, and Bookkeeping leaders to ensure smooth handoffs between virtual and in-office teams.
• Serve as the escalation point for complex Member concerns, resolving issues promptly and addressing root causes.
• Champion the effective use of virtual service technology and lead adoption of new tools and processes.
• Develop and execute training, communication, and change-management plans for the Virtual Services team.

Skills

KPIs & reporting

Workflow documentation

Budget management

Virtual collaboration tools

Education

Business Administration / Operations Management / Accounting

Tools

CRM systems

Practice management software

Microsoft Teams

Job description

Harvest is seeking an Operations Manager, Virtual Services to lead the national virtual service delivery model across Canada. The role oversees people, processes, and tools to support performance and roadmap execution in a hybrid London, ON or Calgary, AB setting.

You will collaborate with regional leaders and the Product Manager, Virtual Services to drive improvements, ensure high-quality Member experiences across channels, and sustain operational excellence.