Customer Operations Program Manager

Open Text Corporation • Waterloo, ON

60d • CA$72,160 - CA$108,240

About The Position

A 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.

Requirements

• Bachelor’s degree in Business, Education, Organizational Development, Communications, Information Technology, or a related field, or an equivalent combination of education and experience.
• 5+ years of experience in training and enablement, business readiness, change management, process improvement, program management, or related areas, preferably within fast-paced technology, operations, product, or transformation environments.
• Demonstrated expertise in instructional design, adult learning principles, and developing business-focused learning and enablement content.
• Proven program and project management skills, with the ability to manage multiple priorities, lead cross-functional initiatives, and drive results in complex environments.
• Exceptional communication, facilitation, analytical, and problem-solving skills, with the ability to translate complex technical concepts into clear, actionable business communications.
• Strong stakeholder management and influencing skills, with experience collaborating effectively across teams and organizational levels without direct authority.

Nice To Haves

• Experience supporting technology transformations, platform implementations, operational excellence, or organizational change initiatives.
• Familiarity with learning management systems (LMS), content authoring tools, and collaboration platforms.
• Professional certifications such as PMP, Agile, Prosci, or other relevant credentials.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Benefits

• Thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing.
• Compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level