Sr. Customer Operations Project Manager

OpenText; Southwestern Ontario; On-site; CAD 90,000 - 120,000; Full time

Job summary

A technology company in Southwestern Ontario is seeking a Senior Customer Operations Project Manager to manage self-service solutions and contribute to the KCS strategy. The ideal candidate will have over 5 years of project management experience, familiarity with KCS best practices, and strong communication skills. This role offers the opportunity to impact customer experience positively and implement innovative support solutions.

Qualifications

• 5+ years’ experience managing projects in a high-tech fast-paced industry.
• In-depth knowledge of KCS best practices with KCS Certification and experience implementing a KCS Program.
• Ability to communicate technical concepts succinctly to different audiences.

Responsibilities

• Manage the delivery of self-service solutions and oversee project lifecycle.
• Develop key performance indicators (KPIs) and track project progress.
• Collaborate across functions to establish success metrics.

Skills

Project Management

KCS Best Practices

Communication Skills

Relationship Building

Analytical Skills

Education

University degree or college diploma (BA or MA) in Computer Science

Business Analyst and/or Project Management training

Tools

JIRA

SmartSheet

Job description

Hiring Manager: Naeem Mohammed

Talent Acquisition Advisor: Smijeet Kurup

Job Code Level: TNP3

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YOUR IMPACT:

As a Senior Customer Operations Project Manager in Digital Support Platforms, manage the delivery of self-service solutions, initiated from sound analysis of the available data. You will be responsible for identifying critical self-service opportunities and collaborating across functions to establish success metrics, define requirements, and oversee the planning and implementation within current and future support platforms and portals. In this capacity, you will contribute to the development and global deployment of our Knowledge Centered Services (KCS) strategy. You will also participate in a variety of projects and initiatives related to the delivery of customer support through various mediums. The goal of the Digital Support Platforms team is to ensure customers can access self-service content and, when needed, have a flawless support case experience.

WHAT THE ROLE OFFERS:

• Planning and executing on KCS strategy, making sure that best practices are in place across all our support teams.
• Administering a global KCS program in an Enterprise and Premium Support setting.
• Analyzing self-service consumption and support data to identify top support ticket drivers, developing strategies to eliminate through customer self-service, automation and AI.
• Managing the full project lifecycle for self-service initiatives, from initiation to closure.
• Developing key performance indicators (KPIs), tracking progress and reporting on project status to stakeholders.
• Ensuring self-service solutions deliver tangible benefit to customers and ultimately eliminate or greatly reduce the need for assisted support.
• Identifying and mitigating potential risks and issues to the success of the project.
• Managing multiple projects and deliverables concurrently with incomplete information or ambiguous instructions
• Exercising skillful decision making based on your experience, interpretation and evaluation to select the right course of action, informing and escalating to stakeholders appropriately.

WHAT YOU NEED TO SUCCEED:

• University degree or college diploma (BA or MA), preferably in Computer Science or equivalent.
• Business Analyst and/or Project Management training based on BABOK/PMBOK standards.
• 5+ years’ experience managing projects in a high-tech fast-paced industry.
• Familiarity with industry best-practices for measuring self-service success and deflection in an Enterprise Software Support setting.
• In-depth knowledge of KCS best practices from the Consortium for Service Innovation, with KCS Certification and 3+ years’ experience implementing and operating a KCS Program in an Enterprise Software Support setting.
• Experience working in shared collaboration and tracking tools, such as JIRA, Octane, SmartSheet.
• Ability to communicate technical concepts and solutions clearly, tailoring messages to technical and non-technical audiences.
• Great written and verbal communication skills in English. Experience writing using a corporate style guide for customer-facing content.
• Strong relationship and team building skills, with the ability to negotiate and resolve conflicts.

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.

Join us on our mission to drive positive change through privacy, technology, and collaboration. At OpenText, we don’t just have a culture; we have character. Choose us because you want to be part of a company that embraces innovation and empowers its employees to make a difference.

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.