OverviewJob Title: Operations Manager, Virtual Services
Location: Calgary, AB or London, ON. Hybrid
Employment Type: Permanenet, Full-time
Position Status: New Role
Base Salary: 75,000 - 90,0000
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 BringEducation 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 documenting and standardizing workflows; Lean or similar process improvement training is an asset.
- Budget management experience, with sound business and financial acumen.
- Proficiency with Microsoft 365, CRM and practice management systems, and virtual collaboration tools (e.g., Teams, client portals, e-signature platforms).
What We Offer- A competitive salary (see range above) and bonus eligibility.
- Comprehensive group health and dental benefits combined with a Health Spending Account.
- RRSP Matching Program.
- Hybrid flexibility, combining time in our office and work from home.
- Paid time off and ongoing professional development.
- The opportunity to shape how a trusted Canadian organization serves its Members.
The next step is yours..
Apply today!Harvest uses artificial intelligence to assist in screening applicants for this position.
