Sr. Client Operations Program Manager

Socket.dev; Southwestern Ontario; On-site; CAD 79,000 - 118,000; Full time

Job summary

OpenText is hiring a Client Operations Program Manager, Training, Process & Enablement to drive business readiness and enablement across our Global Technical Support organization. You will partner with leaders to identify opportunities, coordinate impactful programs, and create scalable solutions that improve employee and customer experiences.

You will contribute to process documentation, training material development, and governance activities while supporting adoption of new tools and ways of

Qualifications

• Bachelor’s degree in Business, Communications, Education, Organizational Development, Information Technology, or related field, or equivalent practical experience.
• 2-4 years of experience in program coordination, business operations, process improvement, training, change management, project coordination, or related area.

Responsibilities

• Coordinate readiness activities, training schedules, and rollout support efforts.
• Prepare stakeholder communications and adoption materials.
• Assist in documenting and analyzing existing workflows and business processes.
• Gather requirements and translate business needs into actionable solutions.
• Support cross-functional initiatives and stakeholder meetings.

Skills

Organizational skills

Project coordination

Written & verbal communication

Analytical thinking

Collaboration across teams

Change management

Process improvement

Education

Bachelor's degree or equivalent

Tools

Microsoft 365

Job description

OPENTEXT - THE INFORMATION COMPANY

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

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

YOUR IMPACT

A Client Operations Program Manager, Training, Process & Enablement Business Readiness at OpenText is more than just a role, it's an opportunity to help shape how our Global Technical Support organization operates, learns, and evolves. As a key contributor, you will play an important role in driving operational excellence by supporting business readiness initiatives, improving processes, enhancing training programs, and enabling the successful adoption of new tools, technologies, and ways of working.

In this role, you will partner with leaders and cross-functional teams across the business to identify opportunities for improvement, coordinate impactful programs, and create scalable solutions that enhance both employee and customer experiences. Your work will directly influence how teams adapt to change, build new capabilities, and deliver exceptional service to customers around the world.

If you are passionate about process improvement, organizational effectiveness, continuous learning, and driving meaningful business outcomes, this role offers a unique opportunity to grow your expertise while making a measurable impact across a global organization.

WHAT THE ROLE OFFERS

Program Coordination & Execution

• Support the planning, coordination, and execution of operational and transformation initiatives.
• Assist in developing project plans, timelines, meeting cadences, and status reporting.
• Track action items, risks, dependencies, and milestones to help ensure successful delivery.
• Coordinate activities across multiple teams and stakeholders.
• Prepare project updates, presentations, and communications for leadership reviews.

Process Improvement Support

• Assist in documenting and analyzing existing workflows and business processes.
• Participate in process mapping exercises and identify opportunities for improvement.
• Gather data and stakeholder feedback to support continuous improvement efforts.
• Help track operational metrics and identify trends requiring attention.
• Contribute to process improvement recommendations and implementation activities.

Business Readiness & Change Enablement

• Support business readiness activities associated with process, system, and organizational changes.
• Assist in preparing stakeholder communications and adoption materials.
• Coordinate readiness activities, training schedules, and rollout support efforts.
• Collect feedback from stakeholders and help monitor adoption effectiveness.
• Participate in change impact assessments and readiness planning exercises.

Training & Enablement Development

• Create and maintain training materials, job aids, knowledge articles, process guides, and reference documentation.
• Translate operational and technical information into easy-to-understand content.
• Support delivery of training sessions, workshops, and knowledge-sharing activities.
• Assist with maintenance of learning resources and training repositories.
• Gather feedback and recommend updates to improve learning effectiveness.

Documentation & SOP Management

• Develop and maintain Standard Operating Procedures (SOPs), workflow documentation, and process guides.
• Ensure documentation is accurate, current, and aligned with organizational standards.
• Support governance activities by maintaining documentation repositories and version controls.
• Partner with subject matter experts to capture and document business knowledge.

Collaboration & Stakeholder Support

• Build strong working relationships with business, operations, and technical teams.
• Participate in stakeholder meetings and facilitate follow-up actions.
• Gather requirements and assist with translating business needs into actionable solutions.
• Support cross-functional initiatives and contribute to a positive team environment.

WHAT YOU NEED TO SUCCEED

• Bachelor’s degree in Business, Communications, Education, Organizational Development, Information Technology, or a related field, or equivalent practical experience.
• 2-4 years of experience in program coordination, business operations, process improvement, training, change management, project coordination, or a related area.
• Strong organizational and project coordination skills, with the ability to manage multiple priorities and deliver high-quality results in a fast-paced environment.
• Excellent written and verbal communication skills, with experience creating documentation, presentations, training materials, and process guides.
• Strong analytical, problem-solving, and critical thinking abilities, with attention to detail and a focus on continuous improvement.
• Proven ability to collaborate effectively across cross-functional teams and build strong working relationships with stakeholders.
• Proficiency with Microsoft 365 applications and collaboration tools.
• Exposure to project management, change management, process improvement, or operational excellence methodologies.
• Experience working in customer support, operations, software, SaaS, or technology-driven environments is an asset.
• Familiarity with process mapping tools, knowledge management systems, learning platforms, and continuous improvement frameworks such as Lean, Six Sigma, or Agile is preferred.
• Demonstrated interest in professional development through project management, change management, or process excellence certifications.

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 commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 contact us at [e-mail]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation

At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range

$56,500 - $84,700; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure

As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.