Operations Manager, Virtual Services

Farm Business Consultants

2d•$75,000 - $900,000•Hybrid

About The Position

The Operations Manager, Virtual Services leads Harvest’s virtual service delivery model across all regions, overseeing the people, processes, and tools that support virtual services. The role provides operational expertise, frontline insights, and performance data to support service development, enhancements, and execution of the virtual services roadmap. Working with regional and functional leaders and the Product Manager, Virtual Services, the Operations Manager balances day-to-day operational excellence with implementation and continuous improvement. As part of the Operations leadership team, the role helps shape how Harvest serves Members across Canada.

Requirements

At least 5 years of experience in operations, client service, or service delivery.
At least 3 years of experience leading teams.
Demonstrated experience managing hybrid or multi-location teams and virtual service channels.
Proven ability to use KPIs and reporting to manage performance, forecast demand, and drive decisions.
Experience documenting and standardizing workflows.
Budget management experience and sound business and financial acumen.
Proficiency with Microsoft 365, CRM and practice management systems, and virtual collaboration tools.

Nice To Haves

Experience participating in cross-functional projects involving service improvements, process redesign, technology implementation, or operational transformation.
Experience in tax, bookkeeping, accounting, or financial services operations.
Post-secondary education in Business Administration, Operations Management, Accounting, or a related field; equivalent experience will be considered.
Lean or similar process improvement training.

Responsibilities

Lead, coach, and develop the Virtual Services team, including hiring, onboarding, performance management, and recognition.
Oversee virtual service delivery across phone, email, and secure portal channels, ensuring a consistent, high-quality Member experience.
Plan staffing, scheduling, and workload distribution to meet service levels, particularly during peak tax-season demand.
Establish, monitor, and report on key performance indicators, including response times, file turnaround, Member satisfaction, and retention.
Provide operational performance reporting and analysis to support Product Management and organizational decision-making.
Identify operational risks, service bottlenecks, and resource constraints that may affect service delivery or roadmap execution.
Recommend operational improvements using 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, resolve issues promptly, and address root causes.
Champion effective use of virtual service technology and lead operational adoption of new tools, processes, and technologies.
Develop and execute training, communication, and change-management plans to support 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.
Be accountable for operational execution, service delivery, implementation, adoption, and continuous operational improvement of initiatives.