Lead virtual service operations at Harvest in Calgary or London, using team leadership and performance reporting in a hybrid workplace. Shape consistent Member experiences across Canada.

The Operations Manager, Virtual Services leads people, processes, and tools supporting Harvest’s virtual delivery model. You will oversee service channels, guide operational performance, and support the virtual services roadmap. The position partners with regional and functional leaders, Product Management, Tax, and Bookkeeping.

Key Responsibilities:

- Lead, coach, and develop the Virtual Services team
- Oversee phone, email, and secure portal service delivery
- Plan staffing and workloads for peak tax-season demand
- Report KPIs, response times, turnaround,



satisfaction, and retention
- Improve workflows, tools, processes, and service adoption

Requirements:

- Five-plus years in operations, client service, or service delivery
- Three-plus years leading teams
- Experience managing hybrid or multi-location teams
- Experience with virtual service channels
- Proficiency with Microsoft 365, CRM, and collaboration tools

Apply operational leadership, KPI management, and workflow improvement expertise to Harvest’s virtual services across Canada.

📌 Virtual Services Operations Manager (Calgary)
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📍 Calgary