Senior Customer Advocate- Mission Control Center

OpenText; Waterloo; On-site; CAD 70,000 - 100,000; Full time

Job summary

OpenText is seeking a Senior Customer Advocate to be part of the Mission Control Center. This role focuses on preventing critical escalations by analyzing customer issues and driving long-term improvements through structured problem management. The ideal candidate will possess strong analytical, communication, and collaboration skills, ensuring proactive identification of risks to enhance customer success.

Qualifications

• 3+ years of experience in technical support or problem management.
• Strong understanding of problem management processes.
• Excellent communication skills across technical and business audiences.

Responsibilities

• Identifying and tracking at-risk customers through support cases.
• Driving improvements to resolve recurring issues.
• Facilitating structured problem analysis and driving corrective actions.

Skills

Analytical skills

Communication

Collaboration

Problem management

Education

ITIL, Lean Six Sigma certifications

Tools

AI or analytics tools

Job description

Hiring Manager: Brad Bosley

Talent Acquisition Advisor: Laura DeLuca

Job Code Level: TEP3

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At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

THE OPPORTUNITY

As a key member of the OpenText Mission Control Center (MCC), the Senior Customer Advocate plays a vital role in preventing critical escalations and driving long-term improvement through structured problem management and trend analysis. You will help ensure customer success by proactively identifying risks, analyzing recurring issues, and enabling corrective action before problems escalate.

This role requires strong analytical skills, cross-functional collaboration, and effective communication with both technical experts and senior business stakeholders.

YOUR IMPACT

• Detecting and tracking at-risk customers through analysis of critical support cases, especially during go-lives, updates, or expansion
• Investigating why escalations occurred and driving improvements so future issues can be handled via standard support
• Facilitating structured problem analysis (5 Whys, Root Cause Analysis)
• Translating known errors into widely accessible knowledge through documentation, enablement, and internal awareness
• Driving permanent corrective actions and applying a fleet-wide approach to eliminate systemic issues across all customer environments
• Supporting AI-first initiatives to identify patterns, automate RCA documentation, and drive proactive issue detection
• Communicating clearly with both technical and executive stakeholders, and building trust across internal teams
• Managing priorities in a fast-paced environment with attention to detail and follow-through

WHAT YOU NEED TO SUCCEED

• 3+ years of experience in technical support, problem management, or operational risk roles
• Strong understanding of problem management processes and methodologies
• Familiarity with AI or analytics tools for risk detection and pattern recognition is a plus
• Proven ability to distill patterns into actionable insights and drive continuous improvement
• Experience collaborating across Support, Engineering, and Operations teams
• Self-starter with strong prioritization and execution skills
• Excellent verbal and written communication across technical and business audiences
• Familiarity with OpenText products and services is a plus
• Certifications in ITIL, Lean Six Sigma, or related disciplines preferred

About OpenText Mission Control Center

The Mission Control Center (MCC) operates with one principle: in customer mission-critical moments, failure is not an option. It is a global, cross-functional organization that supports the entire OpenText product portfolio and engages during the most complex, high-impact customer escalations.

MCC is built on a three-pillar strategy to ensure customer success:

• We protect customers by coordinating internal resources, advocating on their behalf, ensuring transparent communication, and driving resolution when the stakes are highest.
• We prevent future risk by proactively monitoring high-risk lifecycle events and identifying early signals of critical issues.
• We improve by analyzing incident and escalation trends and feeding insights back into OpenText’s products and processes for lasting change.

ONE LAST THING
OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.