Customer Operations Program Manager

Open Text Corporation • Waterloo, ON

17d • Onsite

About The Position

As Program Manager, Support Platforms & Self‑Service, you’ll be at the forefront of transforming how customers and support teams engage with OpenText. You’ll drive self‑service success, reduce support volume, and lead a global Knowledge‑Centered Support (KCS) program—leveraging automation, AI, and modern platforms to elevate both customer experience and support engineer effectiveness. Working from OpenText HQ as part of a passionate, high‑impact GTS Operations team, you’ll partner closely with IT and Support leaders to continuously improve platforms, tools, and workflows that scale globally.

Requirements

• On‑site presence—collaboration thrives when we build together
• Degree or diploma in Computer Science, Systems Analysis, or a related field
• 8+ years supporting complex software solutions, with hands‑on experience in support operations
• Proven success managing large‑scale, complex initiatives in technical environments
• Deep experience with support platforms and knowledge management tools
• Strong understanding of modern technologies (REST, APIs, databases, XML/JSON, HTML/CSS)
• Solid knowledge of KCS v6 best practices (KCS certification a strong asset)
• Ability to clearly translate technical concepts for diverse audiences
• Strong relationship‑building skills with a collaborative, solutions‑oriented mindset

Nice To Haves

• experience with JavaScript or AngularJS

Responsibilities

• Leading and scaling an enterprise KCS program, from strategy to adoption and measurable impact
• Driving self‑service and customer experience initiatives that reduce operational risk and support demand
• Administering and optimizing CSM platforms (ServiceNow, Salesforce, OTSM, and similar)
• Partnering across teams to align stakeholders, coaches, and domain experts
• Designing automation and low‑code workflows to eliminate manual work
• Applying emerging technologies (GenAI, LLMs, Machine Learning) to advance documentation and support platforms
• Building tools, tests, and diagnostics that empower product support teams to succeed

Benefits

• vacation entitlement
• paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees