Manager, Service Analytics & Projects

CPA Ontario; Ontario; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A professional services organization in Ontario is seeking a Manager of Service Analytics & Projects. This role involves leading workforce planning, reporting, and continuous improvement initiatives to enhance member services. You'll work cross-functionally to improve operational efficiency and utilize data analytics for insightful decision-making. The position offers a hybrid work environment and emphasizes ongoing learning and career growth.

Benefits

Hybrid work environment

Diversity and inclusion initiatives

Career advancement opportunities

Wellness programs

Qualifications

• 5+ years in workforce management, reporting, or operations.
• Experience with large, complex datasets to uncover insights.
• Proven track record of delivering digital initiatives.

Responsibilities

• Forecasting and scheduling workforce needs for service level agreements.
• Developing analytics capabilities to track KPIs.
• Managing IVR and live chat initiatives for service improvement.

Skills

Data analytics

Workforce management

Project management

SQL proficiency

Change leadership

Education

Bachelor’s degree or equivalent

Tools

Databricks

Azure

Power BI

Job description

Overview

Drive Impact Through Insightful Service Analytics and Strategic Projects

CPA Ontario is seeking a Manager, Service Analytics & Projects to lead workforce planning, reporting, and continuous improvement initiatives that elevate member and student services. You will oversee workforce forecasting, manage IVR and live chat initiatives (including AI chatbot integration), and build robust reporting frameworks that provide actionable insights across multiple disciplines.

With a focus on analytics, operational efficiency, and member engagement, you will collaborate cross-functionally to optimize service delivery, reduce low-value interactions, and strengthen the utilization of digital services, professional development resources, and thought leadership offerings. Your work will directly contribute to improved member satisfaction, more meaningful interactions, and higher NPS scores.

What You’ll Be Doing

• Forecasting and scheduling workforce needs to ensure the Customer Service Centre meets SLAs during periods of peak volume.
• Developing and enhancing reporting and analytics capabilities to track KPIs, monitor quality trends, and uncover insights that drive efficiency and training opportunities.
• Managing IVR and live chat initiatives, including the integration of AI chatbot functionality, to improve responsiveness and service delivery.
• Collaborating with the Member Experience and Marketing teams to translate insights into programs that reduce low-value calls and enhance digital service utilization.
• Leading cross-functional projects that strengthen member engagement across digital services, benefits, career resources, professional development, and thought leadership offerings.

Who You Are

• A post-secondary graduate with a bachelor’s degree or equivalent education.
• An experienced leader with 5+ years in workforce management, reporting, or operations.
• Skilled in data analytics with proficiency in SQL and experience working with large, complex datasets to uncover insights and inform decision-making.
• Accomplished project manager with a proven track record of delivering digital initiatives and driving operational improvements.
• Technically adept, with experience in platforms such as Databricks, Azure, and Power BI to support reporting, automation, and performance tracking.
• A change leader who challenges the status quo, embraces AI-driven solutions, and drives continuous improvement in service delivery and member engagement.

What We Offer

• A fast-paced environment. Collaboration, innovation and passionate professionals are at our core. We relentlessly pursue what’s next to unlock the full potential of you and us together.
• Hybrid work environment. As part of our Hybrid work culture, we include a portion of remote work within an overall approach that places a high value on in-office teamwork and collaboration.
• Diversity and inclusion. We recognize the value in our differences and prioritize inclusivity to bring together the best talent to protect the public, advance the profession and enable CPAs to lead business and society forward.
• Ongoing learning and career growth. We want your career to skyrocket. We support career advancement and professional development opportunities with learning investments to promote your future growth. Thrive with us.
• Focus on your well-being. With industry leading benefits and wellness programs, including a healthy lifestyle allowance, mental health resources and more, we’re committed to your well-being.

Who We Are

We protect the public. We advance the profession. We enable CPAs to lead business and society forward. We ensure that our over 103,000 members and over 18,000 students meet the highest standards of integrity and expertise. We help them stay ahead of global market trends and abreast of regulatory change. CPAs represent a globally recognized, premium designation. Our Chartered Professional Accountants are valued by organizations in all industries for their financial expertise, strategic thinking, management skills and leadership. We believe that success happens whe

We Appreciate Your Interest In CPA Ontario And This Position

CPA Ontario is an inclusive employer. Accommodation is available under the Ontario Human Rights Code. If you require a disability-related accommodation to participate in the recruitment process, please email [e-mail] with “Accommodation Required” in the subject line to provide your contact information. A member of the Recruitment team will contact you within 48 hours.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Business Development, Analyst, and General Business

Industries: Accounting, Non-profit Organizations, and Higher Education