Director, Global Services Operations – Excellence

This is a fully remote position, open to applicants in Canada.

📋 Description

• Build and lead Prosci's new Global Services Operations & Excellence team.

• Shape the team's charter, structure, and operating model.

• Transform 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 in advance.

• Schedule and staff public, virtual, onsite, and advisory engagements across various 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 on delivery KPIs such as 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.

• Collaborate 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, which includes onboarding, certification, performance reviews, coaching, and exit decisions.

• Oversee the client experience from booking to post-session follow-up.

• Manage the client feedback loop and share insights with Product and Content teams.

• Ensure a consistent Prosci experience across regions and formats.

• Design the team structure and roles, build the hiring plan, and recruit and onboard the founding team.

• Integrate existing operations, scheduling, and quality activities into the team.

• Establish planning cycles, governance forums, reporting cadence, and decision rights.

• Design, document, and enhance 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 necessary.

• Drive 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 in establishing a new operations, service excellence, or similar function from the ground up, including organizational design, hiring, and setting up operating rhythms.

• Proven track record of measurable improvement, such as enhanced utilization, reduced delivery costs, quicker time-to-deliver, or increased client satisfaction.

• Background in developing delivery quality or client experience programs, comprising standards, facilitator quality reviews, and feedback loops.

• Experience managing teams or coordinators across different time zones.

• Effective communication skills, comfortably navigating between VP-level strategy and daily problem solving.

• Bachelor's degree or equivalent experience.

• Practical experience with PSA/ERP and BI tools, such as Certinia, Salesforce, Kantata, Power BI, or Tableau.

• Strong financial acumen regarding delivery margins, forecasting, budgeting, and collaboration with Finance.

• Proficiency in capacity planning, scheduling, and utilization management for a delivery workforce consisting of employees and/or contractors.

• Skills in process design and improvement.

• Experience with applying automation or AI to operational workflows is preferred but not mandatory.

• Preferred background in training, education, consulting, or learning services.

• Preferred experience in scaling operations from mid-size to global across North American, European, and Asia-Pacific markets.

• Preferred certifications in Lean, Six Sigma, ITIL, or PMP.

• Familiarity with change management practices.

• Prosci certification is a plus.

• 20% travel required.

• Ability to maintain data security, confidentiality, and intellectual property governance while utilizing 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 globally.

• Employee-led interest and resource groups.

• In-person local or market-wide team events.

• Eligibility for bonus programs.