Hybrid Virtual Services Operations Leader

Farm Business Consultants; London; Hybrid; CAD 75,000 - 90,000; Full time

Benefits offered by this job

Health benefits

RRSP Matching Program

Hybrid work

Paid time off

Professional development

Job summary

Harvest is seeking an Operations Manager for Virtual Services to lead the virtual delivery across Canada. You will supervise the team, set staffing plans, monitor performance, and drive improvements in processes and tools to ensure a consistent, high-quality Member experience.

You will collaborate with regional leaders and the Product Manager to align with the virtual services roadmap and budget, balancing day-to-day operations with strategic initiatives.

Qualifications

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

Responsibilities

• Lead, coach, and develop the Virtual Services team with hiring, onboarding, performance management.
• Oversee day-to-day virtual service delivery across channels to ensure high-quality Member experience.
• Plan staffing, scheduling and workload to meet service levels, especially tax-season peaks.
• Establish, monitor, and report KPIs; provide performance reporting for decision-making.
• Identify operational risks, bottlenecks, and resource constraints for delivery and roadmap.
• Design and improve virtual workflows and tools; ensure smooth handoffs with in-office teams.

Skills

Leadership

Team management

Operational excellence

Cross-functional collaboration

KPI reporting

Hybrid/remote team experience

Education

Business Administration / Operations Management / Accounting

Tools

Microsoft 365

CRM systems

Practice management software

Virtual collaboration tools (Teams)

Job description

Harvest is seeking an Operations Manager for Virtual Services to lead the virtual delivery across Canada. You will supervise the team, set staffing plans, monitor performance, and drive improvements in processes and tools to ensure a consistent, high-quality Member experience.

You will collaborate with regional leaders and the Product Manager to align with the virtual services roadmap and budget, balancing day-to-day operations with strategic initiatives.