Overview

Job Title: Operations Manager, Virtual Services

Location: Calgary, AB or London, ON. HybridEmployment Type: Permanenet, Full time

Position Status: New Role

Base Salary:75,000 - 90,0000

About Harvest

Harvest is a Canadian Leader in business services and integrated financial, tax, and estate planning solutions. For more than 25 years, we have partnered with small business and farm families across Canada - delivering strategic guidance, long-term planning, and complete financial support at every stage of business and life.

Through the Harvest Network, our Members gain access to a comprehensive suite of expertise: from retirement and estate planning to insurance, investment management, bookkeeping, and farm management consulting. We bring world-class financial capability to rural communities without ever compromising the personal relationships that have been built and trusted for generations. At Harvest, you’re not just joining a company; you’re joining a mission to keep Canada’s heartland thriving for generations to come.

Position Overview

The Operations Manager, Virtual Services leads the Company's virtual service delivery model. The role oversees the people, processes, and tools that power virtual service across all regions. Providing operational expertise, frontline insights, and performance data to support service development, enhancement initiatives, and successful implementation of the virtual services roadmap.

Working closely with regional and functional leaders and the Product Manager, Virtual Services, the Operations Manager balances day-to-day operational excellence the successful execution and continuous improvement of virtual service delivery.



As a key part of the Operations leadership team, the role shapes how the Company serves Members across Canada.

Key Responisbilities

- Lead, coach, and develop the Virtual Services team, including hiring, onboarding, performance management, and recognition.
- Oversee day-to-day virtual service delivery across all channels (phone, email, and secure portal), ensuring a consistent, high-quality Member experience.
- Plan staffing, scheduling, and workload distribution to meet service levels, with particular focus on peak tax-season demand.
- Establish, monitor, and report on key performance indicators, including response times, file turnaround, Member satisfaction, and retention. Provide regular operational performance reporting and analysis to support Product Management and organizational decision-making.
- Identify operational risks, service bottlenecks, and resource constraints that may impact service delivery or roadmap execution.
- Recommend operational improvements based on performance metrics, employee feedback, and Member feedback.
- Design, document, and continuously improve virtual workflows, including document intake, remote data collection, file handoffs, and e-signature processes.
- Partner with Regional Operations, Tax, and Bookkeeping leaders to ensure smooth handoffs and clear accountability between virtual and in-office teams.




- Serve as the escalation point for complex Member concerns, resolving issues promptly and addressing root causes.
- Champion the effective use of virtual service technology and lead the operational adoption of new tools, processes, and technologies introduced through service improvement initiatives.
- Develop and execute training, communication, and change-management plans to support successful implementation across the Virtual Services team.
- Ensure operational readiness for service launches, enhancements, and process changes.
- Manage the Virtual Services operating budget and identify opportunities to improve efficiency.
- Accountable for operational execution, service delivery, implementation, adoption, and continuous operational improvement of those initiatives.

What You will Bring

Education and Experience

- 5+ years of experience in operations, client service, or service delivery, including 3+ years leading teams. Experience participating in cross-functional projects involving service improvements, process redesign, technology implementation, or operational transformation is considered an asset.
- Demonstrated experience managing hybrid, or multi-location teams and virtual service channels.
- Experience in tax, bookkeeping, accounting, or financial services operations (strong asset).
- Post-secondary education in Business Administration, Operations Management, Accounting, or a related field (equivalent experience will be considered).

Knowledge, Skills and Abilities

- Proven ability to use KPIs and reporting to manage performance, forecast demand, and drive decisions.
- Experience

📌 Operations Manager, Virtual Services (Calgary)
🏢 FBC Farm and Small Business Tax Consultants
📍 Calgary