Manager leading quality audits, claims decision reviews, and strategic improvement projects for Medavie’s insurance operations. Guiding teams to improve service quality and customer outcomes.
About the role
- Director building Prosci's global services operations team for training and advisory delivery. Driving scalable execution, quality, client experience and financial performance across regions.
Responsibilities
- Build and lead Prosci's new Global Services Operations & Excellence team
- Shape the team's charter, structure and operating model
- Turn delivery strategy into predictable, scalable and profitable execution across North America, EMEA and APAC
- Plan global capacity and resources for instructors and consultants
- Forecast demand two or more quarters ahead
- 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
- Establish escalation paths and resolve delivery issues, including cancellations, instructor gaps and client escalations
- Define and report delivery KPIs including utilization, on-time delivery, cancellation and reschedule rates, CSAT/NPS, cost per delivery and delivery margin
- Build and maintain operational dashboards for the VP and leadership team
- Partner with Finance on delivery forecasts, budgets, cost control and revenue recognition
- Define a global delivery quality framework with standards, session observations and quality audits
- Lead the instructor and consultant quality program, including onboarding, certification, performance reviews, coaching and exit decisions
- Own the client experience from booking through post-session follow-up
- Run the client feedback loop and share insights with Product and Content
- Ensure a consistent Prosci experience across regions and formats
- Design the team structure and roles, build the hiring plan, recruit and onboard the founding team
- Bring existing operations, scheduling and quality activities into the team
- Establish planning cycles, governance forums, reporting cadence and decision rights
- Design, document and improve global delivery processes and SOPs
- Own or co-own delivery systems including PSA/ERP, scheduling, LMS and BI
- Identify and implement automation and AI opportunities
- Lead, coach and develop a distributed team
- Represent Service Delivery in cross-functional forums and stand in for the VP when needed
- Lead change within the team and delivery network using the Prosci Methodology
Requirements
- 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
- Track record of measurable improvement, such as higher utilization, lower delivery cost, faster time-to-deliver or better client satisfaction
- Experience building delivery quality or client experience programs, including standards, facilitator quality reviews and feedback loops
- Experience leading managers or coordinators across time zones
- Clear communication, moving comfortably between VP-level strategy and day-to-day problem solving
- Bachelor's degree or equivalent experience
- Hands-on experience with PSA/ERP and BI tools, such as Certinia, Salesforce, Kantata, Power BI or Tableau
- Strong financial acumen: delivery margin, forecasting, budgets and working with Finance
- Capacity planning, scheduling and utilization management for a delivery workforce of employees and/or contractors
- Process design and improvement
- Experience applying automation or AI to operational workflows is preferred but not required
- Preferred background in training, education, consulting or learning services
- Preferred experience scaling from mid-size to global and across North American, European and Asia-Pacific markets
- Preferred Lean, Six Sigma, ITIL or PMP credentials
- Familiarity with change management
- Prosci certification is a plus
- 20% travel required
- Ability to uphold data security, confidentiality and intellectual property governance when using AI
Benefits
- Generous flexible paid time off
- Holidays and volunteer time
- Medical, dental and vision benefits
- Life insurance
- Long-term disability programs
- RRSP with company matching
- Access to LinkedIn Learning
- Opportunities to collaborate with colleagues from around the world
- Employee-led interest and resource groups
- In-person local or market-wide team events
- Bonus program eligibility
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