Customer Operations Program Manager

Skip to main content English Saved jobs(0) -Customer Operations Program ManagerLocation: Waterloo, Ontario, CAN, N2L 0A1 CANCategory: Customer Success & SupportreqId: 52507Apply NowSave DescriptionOPENTEXT - THE INFORMATION COMPANYOpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation. AI-First. Future-Driven. Human-Centered.At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.  YOUR IMPACTA Program Manager role at OpenText is more than just a job—it's an opportunity to shape how people learn, adapt, and succeed. As a key contributor, you'll be instrumental in driving training and enablement strategies, leading business readiness efforts, and delivering cross-functional programs that support organizational transformation.By creating impactful learning experiences, improving operational processes, and guiding the adoption of new tools, technologies, and ways of working, you'll help teams navigate change with confidence. This role is ideal for someone who brings together instructional design expertise, program management excellence, and a passion for continuous improvement to deliver measurable business results. WHAT THE ROLE OFFERS:Training Design & Development•    Design, develop, and maintain comprehensive training programs, learning materials, and enablement content for both technical and business audiences.•    Create engaging learning experiences, including instructor-led training, self-paced courses, job aids, process documentation, knowledge articles, videos, and quick reference guides.•    Translate complex technical concepts into clear, accessible, and actionable business-focused content.•    Measure training effectiveness and continuously enhance learning programs based on feedback, adoption metrics, and business outcomes.Business Readiness & Change Enablement•    Develop and execute business readiness strategies that support organizational change, process transformation, and technology implementations.•    Assess organizational impacts and identify readiness requirements across stakeholder groups.•    Create and implement communication, adoption, and enablement plans that drive successful deployment and user engagement.•    Partner with business leaders, operational teams, and technical stakeholders to ensure readiness activities align with program objectives and business goals.Process Improvement•    Analyze existing business processes and identify opportunities to improve efficiency, quality, customer experience, and operational effectiveness.•    Facilitate process mapping, workflow design, and continuous improvement initiatives across cross-functional teams.•    Develop and maintain standardized operating procedures, governance frameworks, and process documentation.•    Monitor process performance and recommend enhancements based on data analysis, stakeholder feedback, and business needs.Program Management•    Lead and coordinate cross-functional programs and strategic initiatives from planning through execution, adoption, and sustainment.•    Develop project plans, timelines, milestones, risk mitigation strategies, and status reporting mechanisms to support successful delivery.•    Manage stakeholder engagement and communications across multiple teams and organizational levels.•    Identify dependencies, manage risks and issues, and drive resolution activities to ensure programs remain on track and achieve intended outcomes. WHAT IT TAKES:•  ...