[VO2 Canada] Support operations Project Manager / Gestionnaire de projet du Support

VO2 Group; Montreal; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading tech consulting firm in Montreal is seeking a Support Operations Project Manager to coordinate and improve support operations for Salesforce and mobile applications. The role involves overseeing daily support activities, ensuring SLA compliance, and implementing strategies for user satisfaction. Ideal candidates will have project coordination experience, a strong understanding of Salesforce, and be bilingual in French and English.

Benefits

Flexible teleworking and working hours

Gym access

Health insurance

Training opportunities

Qualifications

• Proven experience as a Project Coordinator, Service Delivery Manager, or Support Operations Manager.
• Strong understanding of Salesforce and support processes for applications.
• Experience managing ticketing systems, SLA compliance, and performance dashboards.

Responsibilities

• Oversee daily support activities across Salesforce and mobile apps.
• Monitor backlog and ensure timely resolution of support tickets.
• Develop and implement a support strategy to improve efficiency.

Skills

Project Coordination

Salesforce knowledge

Analytical mindset

Bilingual in French and English

Education

Relevant certifications (PMP, ITIL, or Salesforce)

Tools

Sales Cloud

Marketing Cloud

Ticketing systems

Job description

Overview

VO2 GROUP : Independent French leader in tech and digital consulting. We operate in Paris, Montréal, Shanghai, New York and Geneva, with over 800 consultants. Global leader in customer and corporate experience. Recognitions & leadership include Leader in Innovation and Growth 2024/2025, Premium Salesforce partner, and Champion of Safe & Sustainable Tech. Certifications and awards include Salesforce Impact Partner 2024, CyberVadis 2024, and Impact Company of the Year 2023.

We are committed to gender parity and equality, with 45% women in our teams. VO2 Canada highlights include flexible work, strong benefits, and a Great Place to Work culture.

In this advertisement, female wording is used for readability and is not intended to imply gender.

Why join VO2 Canada?

Chez VO2 Canada, we maintain a motivating and friendly work environment with the following benefits:

• Office perks (snacks, cereals, fruits, beverages & coffee at all times).
• Social time with colleagues (Mario Kart, foosball, ping pong).
• A supportive, collaborative team culture.
• Company ranked 3rd in ChooseMyCompany Canada 2023 HappyIndexAtWork.

To apply, please send your CV and cover letter after reading the rest of the advert.

Advantages of VO2 Canada

Join a close-knit team that is passionate and energetic. VO2 Group is a "Great Place to Work."

• Environment in the heart of Montreal with bright offices near transit, break area with snacks, and leisure amenities.
• Flexible teleworking and working hours (2 days in the office, with options to work remotely part of the year).
• Regular afterworks and team activities.
• Gym access, health insurance, and RRSP plan with company match.
• OPUS public transport subsidy (60%).
• Computer equipment provided and arrival package with goodies.
• Training opportunities (Babbel, Udemy).

What contract are we looking for?

To be filled as soon as possible. 40h/week. Salary according to profile.

Job Description

Position: Support Operations Project Manager - Salesforce & Mobile Applications

We are looking for a Project Manager to join our team in Montréal. The role focuses on coordinating and improving support operations for Salesforce (Sales Cloud), mobile applications and Marketing Cloud. You will ensure smooth communication between support levels, monitor SLAs, and implement strategies to enhance efficiency and user satisfaction.

Key Responsibilities

1. Support Coordination
   • Oversee daily support activities across Salesforce, mobile apps, and Marketing Cloud.
   • Prioritize and assign tickets to the appropriate teams or service areas.
   • Monitor backlog and ensure timely resolution of incidents.
2. Performance Monitoring & Reporting
   • Create and maintain dashboards tracking incidents, anomalies, and system changes.
   • Differentiate between corrective actions and functional evolutions to plan.
   • Track SLA compliance within the client domain.
3. Stakeholder Communication
   • Bridge Product Owner and Level 1 Support teams.
   • Ensure clear, proactive communication to align priorities and resolve issues effectively.
4. Continuous Improvement & Strategy
   • Develop and implement a support strategy to improve performance and user experience.
   • Identify recurring issues and collaborate with technical teams to prevent them.
   • Lead or participate in ad hoc projects to address urgent needs.
5. Quality & Process Management
   • Ensure incident and request handling follows established procedures.
   • Recommend and implement process improvements for better tracking and performance.

Qualifications

• Proven experience as a Project Coordinator, Service Delivery Manager, or Support Operations Manager, ideally in a Salesforce environment.
• Strong understanding of Salesforce (Sales Cloud, Marketing Cloud) and support processes for applications.
• Experience with ticketing, SLA management, and performance dashboards.
• Excellent coordination and communication across cross-functional teams.
• Analytical mindset with ability to drive process improvements.
• Bilingual in French and English (spoken and written).
• PMP, ITIL, or Salesforce certifications are an asset.

English Version

In a few words, why come and work for us?

At VO2 Canada, we are committed to a motivating and friendly work environment so that everyone can enjoy:

• Office benefits (snacks, cereals, fruits, unlimited drinks & coffee, etc.).
• Afterworks with colleagues (Mario Kart, foosball, ping pong, Nerfs).
• A good working atmosphere with supportive colleagues.
• To work in a company ranked 3rd in ChooseMyCompany Canada 2023.

What are the advantages of VO2 Canada?

• Join a close-knit team, defined as a Great Place to Work.
• Pleasant environment in the heart of Montreal with transit-accessible offices and leisure amenities.
• Flexible teleworking and working hours.
• Regular afterworks and team activities.
• Gym access, health insurance, RRSP plan, and OPUS transport subsidy.
• Computer equipment provided and arrival package.
• Training opportunities (Babbel, Udemy).

Job Description: Support Operations Project Manager - Salesforce & Mobile Applications

We are looking for a Project Manager to join our team in Montreal. The role focuses on coordinating and improving support operations for Salesforce (Sales Cloud), mobile applications, and Marketing Cloud. You will be responsible for ensuring smooth communication between support levels, monitoring SLAs, and implementing strategies to enhance efficiency and user satisfaction.

Key Responsibilities

1. Support Coordination
   • Oversee daily support activities across Salesforce, mobile apps, and Marketing Cloud.
   • Prioritize and assign tickets to the appropriate teams or service areas.
   • Monitor backlog and ensure timely resolution of incidents.
2. Performance Monitoring & Reporting
   • Create and maintain dashboards tracking incidents, anomalies, and system evolutions.
   • Differentiate between improvements and corrective actions.
   • Track SLA compliance within the client domain.
3. Stakeholder Communication
   • Bridge Product Owner and Level 1 Support teams.
   • Ensure clear, proactive communication to align priorities and issue resolution.
4. Continuous Improvement & Strategy
   • Develop and implement a support strategy to improve efficiency and user experience.
   • Identify recurring issues and collaborate with technical teams to prevent them.
   • Lead or participate in ad hoc projects to address urgent needs.
5. Quality & Process Management
   • Ensure incidents and service requests follow proper processes and documentation standards.
   • Recommend improvements to optimize support workflows and performance tracking.

Qualifications

• Proven experience as a Project Coordinator, Service Delivery Manager, or Support Operations Manager, ideally within a Salesforce ecosystem.
• Strong understanding of Salesforce (Sales Cloud, Marketing Cloud) and support processes for applications.
• Experience managing ticketing systems, SLAs, and performance dashboards.
• Excellent coordination and communication across cross-functional teams.
• Analytical mindset with ability to identify process improvement opportunities.
• Bilingual in French and English (spoken and written).
• PMP, ITIL, or Salesforce certifications are an asset.

End of description.