Sr. Client Operations Program Manager at OpenText in Waterloo, Ontario, CAN, N2L 0A1

Job description

• A Client Operations Program Manager, Training, Process & Enablement Business Readiness at OpenText is more than just a role, it's an opportunity to help shape how our Global Technical Support organization operates, learns, and evolves. As a key contributor, you will play an important role in driving operational excellence by supporting business readiness initiatives, improving processes, enhancing training programs, and enabling the successful adoption of new tools, technologies, and ways of working.
• In this role, you will partner with leaders and cross-functional teams across the business to identify opportunities for improvement, coordinate impactful programs, and create scalable solutions that enhance both employee and customer experiences. Your work will directly influence how teams adapt to change, build new capabilities, and deliver exceptional service to customers around the world.
• If you are passionate about process improvement, organizational effectiveness, continuous learning, and driving meaningful business outcomes, this role offers a unique opportunity to grow your expertise while making a measurable impact across a global organization.

Responsibilities

• Program Coordination & Execution
• • Support the planning, coordination, and execution of operational and transformation initiatives.
• • Assist in developing project plans, timelines, meeting cadences, and status reporting.
• • Track action items, risks, dependencies, and milestones to help ensure successful delivery.
• • Coordinate activities across multiple teams and stakeholders.
• • Prepare project updates, presentations, and communications for leadership reviews.
• Process Improvement Support
• • Assist in documenting and analyzing existing workflows and business processes.
• • Participate in process mapping exercises and identify opportunities for improvement.
• • Gather data and stakeholder feedback to support continuous improvement efforts.
• • Help track operational metrics and identify trends requiring attention.
• • Contribute to process improvement recommendations and implementation activities.
• Business Readiness & Change Enablement
• • Support business readiness activities associated with process, system, and organizational changes.
• • Assist in preparing stakeholder communications and adoption materials.
• • Coordinate readiness activities, training schedules, and rollout support efforts.
• • Collect feedback from stakeholders and help monitor adoption effectiveness.
• • Participate in change impact assessments and readiness planning exercises.
• Training & Enablement Development
• • Create and maintain training materials, job aids, knowledge articles, process guides, and reference documentation.
• • Translate operational and technical information into easy-to-understand content.
• • Support delivery of training sessions, workshops, and knowledge-sharing activities.
• • Assist with maintenance of learning resources and training repositories.
• • Gather feedback and recommend updates to improve learning effectiveness.
• Documentation & SOP Management
• • Develop and maintain Standard Operating Procedures (SOPs), workflow documentation, and process guides.
• • Ensure documentation is accurate, current, and aligned with organizational standards.
• • Support governance activities by maintaining documentation repositories and version controls.
• • Partner with subject matter experts to capture and document business knowledge.
• Collaboration & Stakeholder Support
• • Build strong working relationships with business, operations, and technical teams.
• • Participate in stakeholder meetings and facilitate follow-up actions.
• • Gather requirements and assist with translating business needs into actionable solutions.
• • Support cross-functional initiatives and contribute to a positive team environment.

Requirements

• • Bachelor’s degree in Business, Communications, Education, Organizational Development, Information Technology, or a related field, or equivalent practical experience.
• • 2-4 years of experience in program coordination, business operations, process improvement, training, change management, project coordination, or a related area.
• • Strong organizational and project coordination skills, with the ability to manage multiple priorities and deliver high-quality results in a fast-paced environment.
• • Excellent written and verbal communication skills, with experience creating documentation, presentations, training materials, and process guides.
• • Strong analytical, problem-solving, and critical thinking abilities, with attention to detail and a focus on continuous improvement.
• • Proven ability to collaborate effectively across cross-functional teams and build strong working relationships with stakeholders.
• • Proficiency with Microsoft 365 applications and collaboration tools.
• • Exposure to project management, change management, process improvement, or operational excellence methodologies.
• • Experience working in customer support, operations, software, SaaS, or technology-driven environments is an asset.
• • Familiarity with process mapping tools, knowledge management systems, learning platforms, and continuous improvement frameworks such as Lean, Six Sigma, or Agile is preferred.
• • Demonstrated interest in professional development through project management, change management, or process excellence certifications.

Skills

Required

• Attention to detail
• Focus on continuous improvement

Benefits

• Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
• Salary Range: $56,500 - $84,700; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.