Define and execute the vision, roadmap, and operating model for Operational Learning, Quality, and Knowledge Management aligned to Operations priorities.Lead a large, geographically distributed, multi-disciplinary organization supporting Canada-based and global delivery Operations.Act as a strategic business partner and trusted advisor to Operations leaders, diagnosing performance gaps, co-creating solutions and enabling timely, practical interventions.Design and evolve an end-to-end Operations learning ecosystem spanning onboarding, role readiness, continuous upskilling, and performance reinforcement.Operate and evolve a modern, risk-based quality and performance insight model supported by AI-enabled tools (e.G., Amazon Connect / Contact Lens).Requirements10+ years of senior leadership experience in large, complex Operations, call centers, BPO, and/or shared servicesProven success transforming learning, quality, or performance functions at scaleExperience leading large, distributed, global teamsStrong partnership and collaboration experience with senior Operations, CX, and Technology leadersExperience in regulated environments (financial services an asset)Bilingualism is an assetDeep expertise in contemporary learning systems, quality models, analytics,



and AI-enabled performance insights (Amazon Connect / Contact Lens experience an asset)Strong ability to translate data into operational decisions and frontline-ready actions.Executive presence with the ability to influence without authority in matrixed environments.Pragmatic, outcome-focused change leader and clear, structured communicator.Core CompetenciesDemonstrates extensive leadership in Operations, focusing on the development and execution of learning ecosystems, quality models, and performance insights. Proven ability to influence stakeholders and drive change in complex, regulated environments while leveraging AI-enabled tools.Highest-signal resume keywords10+ Years Senior Leadership ExperienceTransforming Learning FunctionsLeading Global TeamsExperience in Regulated EnvironmentsDeep Expertise in AI-Enabled Performance InsightsHard SkillsOperational LearningQuality ManagementPerformance AnalyticsData Translation into DecisionsLearning Ecosystem DesignChange LeadershipSoft SkillsStrategic PartnershipCollaborationClear CommunicationInfluencing Without AuthorityOutcome-Focused LeadershipIndustry KeywordsCall CentersBPOShared ServicesFinancial ServicesRegulated EnvironmentsTools & TechnologiesAmazon ConnectContact LensAI-Enabled Tools

📌 Assistant Vice President, Operational Learning & Performance (Montreal)
🏢 Jobtailor
📍 Montreal