Sr. Manager, Client Operations Program Management

Socket.dev; Southwestern Ontario; On-site; CAD 92,000 - 138,000; Full time

Job summary

OpenText is seeking a Sr. Manager, Client Operations Program Management to shape the future of our global Technical Support organization. You will lead curriculum owners, instructional designers, and program managers to build scalable learning programs that accelerate onboarding and strengthen capabilities across client-facing teams.

You will drive strategy, governance, and continuous improvement, delivering measurable outcomes in readiness, enablement, and client satisfaction on a global scale.

Qualifications

• Proven experience leading enterprise-wide training, enablement, readiness, or capability-building programs.
• Strong knowledge of adult learning principles, instructional design, and knowledge management.
• Experience developing scalable onboarding and continuous learning programs for global audiences.
• Ability to drive governance, documentation, and continuous improvement in operations.
• Excellent communication, stakeholder management, and influencing skills.

Responsibilities

• Lead support readiness, enablement, and process transformation initiatives from concept to execution.
• Collaborate with GTS leadership, Product Management, Development, Client Success, and HR to align readiness outcomes.
• Manage cross-functional programs and influence stakeholders at all levels without direct authority.
• Implement change management communications to support adoption and organizational alignment.
• Provide reporting on readiness, program performance, and process maturity.
• Drive a culture of continuous learning, operational excellence, and innovation.

Skills

People leadership

Program management

Stakeholder management

Adult learning principles

Knowledge management

Learning technologies

Analytics / KPIs

SaaS / Enterprise software knowledge

Tools

LMS platforms

Knowledge management tools

AI-enabled learning tech

Learning technologies

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

At OpenText, the Sr. Manager, Client Operations Program Management is more than a leadership role. It is an opportunity to shape the future of our global Technical Support organization and directly influence the experiences of both our employees and customers.

Reporting to the VP, Global Technical Support Strategy & Operations, you will drive the strategy and execution of support readiness, enablement, and operational excellence initiatives across a global team. Your work will ensure our support professionals are equipped with the knowledge, skills, tools, and processes needed to consistently deliver exceptional client outcomes.

In this role, you will lead a team of curriculum owners, instructional designers, and program managers to build scalable learning programs that accelerate onboarding, enhance performance, and strengthen capabilities across client-facing teams. You will also champion process governance and continuous improvement, helping to standardize and optimize support operations to meet evolving customer expectations and business priorities.

If you are passionate about developing people, driving organizational readiness, and transforming operational processes into measurable business impact, this is an opportunity to make a lasting difference on a global scale while helping OpenText deliver world‑class customer support experiences.

WHAT THE ROLE OFFERS

Enablement & Readiness Leadership

• Defining and executing global support readiness and enablement programs aligned to organizational strategy, goals and client outcomes.
• Leading a team of curriculum owners, instructional designers, and program leaders responsible for developing and delivering training programs across technical, operational, and client engagement disciplines.
• Building scalable learning frameworks that support onboarding, role‑based learning, certification programs, leadership development, and continuous skill enhancement.
• Ensuring colleagues possess the knowledge, skills, and capabilities necessary to successfully support clients across products, technologies, systems, and support channels.
• Developing readiness plans to support new product releases, service offerings, process changes, organizational transformations, and technology implementations.
• Establishing success metrics and measuring enablement effectiveness through colleague proficiency, certification attainment, ramp‑to‑productivity, operational performance, and client outcomes.

Process Excellence & Knowledge Management

• Owning the governance and continuous improvement of support processes, procedures, standards, and operational documentation.
• Ensuring support processes are globally consistent, clearly documented, easily accessible, and regularly reviewed for accuracy and effectiveness.
• Connecting with the Client Experience and Knowledge Management operational teams to adopt knowledge management best practices to improve information discoverability, usability, and adoption across internal audiences.
• Partnering with business leaders to identify operational gaps, improve workflows, and implement scalable process improvements.
• Establishing mechanisms to continuously evaluate and refine processes based on performance insights, colleague feedback, client needs, and industry best practices.
• Maintaining operational readiness frameworks that ensure process updates are effectively communicated, trained, and adopted.

Program & Stakeholder Leadership

• Leading support readiness, enablement, and process transformation initiatives from concept through execution.
• Collaborating closely with GTS leadership, Product Management, Development, Client Success, Professional Services, HR, and other business functions to align readiness priorities and outcomes.
• Managing cross-functional programs and influencing stakeholders at all levels without direct authority.
• Executing communication strategies that support change management, adoption, and organizational alignment.
• Providing reporting on readiness, enablement, process maturity, and program performance.
• Driving a culture of continuous learning, operational excellence, innovation, and accountability.

Continuous Improvement & Innovation

• Researching industry trends, emerging technologies, AI-enabled learning capabilities, and support best practices to modernize enablement approaches.
• Identifying opportunities to improve support effectiveness, efficiency, client satisfaction, and colleague experience through training, automation, and process optimization.
• Leveraging learning technologies, knowledge platforms, and analytics to improve capability development and organizational performance.
• Championing a data‑driven approach to readiness and operational improvement.

WHAT YOU NEED TO SUCCEED

• 10+ years of experience in client support, operations, enablement, learning & development, program management, or operational excellence within a global technology environment.
• 3+ years of people leadership experience managing high‑performing, geographically distributed teams.
• Proven success leading enterprise‑wide training, enablement, readiness, or capability‑building programs.
• Strong knowledge of adult learning principles, instructional design, knowledge management, and learning technologies.
• Experience developing scalable onboarding, certification, and continuous learning programs for global audiences.
• Demonstrated ability to drive process standardization, governance, documentation, and continuous improvement initiatives.
• Strong program and project management skills, with the ability to manage multiple strategic priorities.
• Excellent communication, presentation, stakeholder management, and influencing skills.
• Ability to translate complex business and operational requirements into practical enablement and readiness strategies.
• Strong analytical skills with experience defining KPIs, measuring outcomes, and leveraging data to drive decisions.
• Experience supporting Technical Support, Client Success, SaaS, Cloud, or Enterprise Software organizations is preferred.
• Familiarity with LMS platforms, knowledge management practices, hands‑on lab environments, and AI‑enabled learning technologies is highly desirable.

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].

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: $92,320 - $138,480 CAD per annum; 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.