Lead virtual service operations at Harvest in Calgary or London, using team leadership and performance reporting in a hybrid setting. 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.

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