In this role, you will build and lead Prosci's new Global Services Operations & Excellence team: the operational engine behind our training and advisory delivery worldwide and the owner of the client experience it produces. You will shape the team's charter, structure and operating model, and use it to turn delivery strategy into predictable, scalable and profitable execution across North America, EMEA and APAC. You also partner with the VP, Global Service Delivery, so they can focus on strategy, client relationships and growth.

By combining our deep understanding of people with a proven methodology rooted in the creation of the ADKAR Model, we’ve helped countless people and organizations thrive. Our solutions empower customers with lasting change resiliency through a unique blend of training, advisory services, and licensing options, including Kaiya, Prosci's expert change management AI tool.

Check out our website for more about our team and approach:

Schedule and staff public, virtual, onsite and advisory engagements across time zones.

Manage the delivery lifecycle from sales-to-delivery handoff through logistics, delivery, close-out and billing handoff.

Drive performance, quality and financials

Review quality and financial results together so efficiency gains never come at the expense of the client experience.

Raise service delivery excellence

Define what excellent Prosci delivery looks like and build a global delivery quality framework, including standards, session observations and quality audits.

Establish and lead the instructor and consultant quality program: onboarding, certification, performance reviews, coaching and exit decisions.

Own the client experience from booking through post-session follow-up.

Run the client feedback loop: collect, analyze and act on feedback, and share insights with Product and Content.

Track excellence metrics such as first-time-right delivery, repeat bookings and quality scores by instructor and consultant.

Define the team's charter, scope and operating model, including how it works with regional delivery teams and the VP,



Global Service Delivery.

Bring existing operations, scheduling and quality activities into the team, with clear ownership and a smooth handover.

Set the team's operating rhythm: planning cycles, governance forums, reporting cadence and decision rights.

Own or co-own delivery systems (PSA/ERP, scheduling, LMS, BI) and drive adoption.

Lead, coach and develop a distributed team as it grows, building its capability and a culture of operational discipline and service excellence.

Represent Service Delivery in cross-functional forums and stand in for the VP where needed.

Lead change within the team and delivery network, applying the Prosci Methodology.

Customer Focus:

builds a client-first mindset in the team and delivery network.

builds strong working partnerships across Sales, Finance, Product and Content, and People.

builds the team's skills through coaching and feedback.

Decision Quality:

builds sound, data-informed decision making in the team.

Technical Skills

Hands-on experience with PSA/ERP and BI tools, such as Certinia, Salesforce, Kantata, Power BI or Tableau.

Capacity planning, scheduling and utilization management for a delivery workforce of employees and/or contractors.

Process design and improvement; As a people leader building a new team, you embed AI in how it works from the start to make delivery operations faster, more consistent and more scalable. You encourage experimentation, share what works and help people build confidence with new tools. You uphold Prosci's data security, confidentiality and intellectual property governance in every use of AI.

8+ years in service delivery, professional services or training operations,



including 3+ years leading multi-region operations.

Experience building a new operations, service excellence or similar function from the ground up, including org design, hiring and setting up operating rhythms.

Experience building delivery quality or client experience programs, including standards, facilitator quality reviews and feedback loops.

Bachelor's degree or equivalent experience.

Preferred: background in training, education, consulting or learning services; familiarity with change management; Travel Requirements:

This role requires 20% travel.

This is a remote role.

125,100 - $155,600 CDN is the projected range of annual base salary for this role depending on the candidate’s overall qualifications and experience. This role is eligible for inclusion in our bonus program.

Benefits : Through our experience and strategic focus on the people side of change, we know that by taking care of our people, we are taking care of our business. In addition to the compensation detailed above, we offer comprehensive wellness benefits, including generous flexible paid time off, holidays and volunteer time, medical, dental, vision, life insurance and long-term disability programs, RRSP with company matching, and access to LinkedIn Learning. Our mostly virtual culture is vibrant with many opportunities to collaborate with colleagues from around the world, get involved in employee-led interest and resource groups, and to meet up with team members at in-person local or market-wide events.

Prosciis an equal chance employer that is committed to inclusion and diversity. Employment opportunities at Prosci are available to all applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics.If you require assistance due to a disability applying for open positions, please submit a request to: View email address on apply.j-vers.com.

📌 Operations Services Coordinator (Ottawa)
🏢 Prosci
📍 Ottawa