Senior Customer Operations Project Manager

Open Text Corporation • Waterloo, ON

4d

About The Position

OpenText is seeking a talented Sr. Customer Operations Project Manager to join the GTS Operations team. In this role, you will be joining a vibrant team at OpenText HQ who are passionate about the experiences of our clients and partners. This role is responsible for delivering clear, timely, and audience‑appropriate communications during operational incidents, and for producing high‑quality root cause analysis (RCA) reports following incident resolution. You will play a critical role by acting as the critical bridge between technical teams, operations, and leadership and translating complex events into concise, accurate reports that drive transparency, learning, and continuous improvement.

Requirements

• Bachelor’s degree in Communications, Journalism, Technical Writing, Business, or a related field (or equivalent experience).
• 3+ years of experience in communications, incident management, operations, or a related role.
• Exceptional writing and editing skills with the ability to simplify complex technical information.
• Experience supporting incident response, outage communications, or crisis communications.
• Strong organizational skills and attention to detail, particularly when working with timelines and factual accuracy.
• Comfort working in fast‑paced, high‑pressure environments.

Responsibilities

• Lead external communications during live incidents, ensuring messaging is timely, accurate, and aligned with incident communications standards.
• Draft and distribute incident notifications, status updates, and resolution communications across multiple channels.
• Keep incident communication templates, processes, and related web pages current and effective.
• Partner closely with Incident Managers and Technical Leads to validate facts and timelines in fast‑moving situations.
• Own the creation of post‑incident reports, including executive summaries, timelines, impact assessments, root causes, contributing factors, and corrective actions.
• Facilitate RCA documentation by synthesizing inputs from engineering, operations, and support teams.
• Ensure RCA reports are clear, structured, and focused on learning and prevention.
• Serve as the incident communications representative in major problem review meetings, contributing communications insights and recommendations.
• Support audit, compliance, or regulatory reporting requirements as needed.
• Provide reporting to improve incident response processes.
• Collaborate with operations, reliability, and risk teams to improve incident transparency and reporting quality.

Benefits

• Vacation entitlement
• Paid time off

What This Job Offers

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