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Support Operations Program Manager Jobs in Carp, ON

City of Ottawa

Program Manager, Municipal Fleet

Ottawa, ON · On-site

CA$113K - CA$143K/yr

... that supports essential municipal services around the clock. This role provides leadership and ... While maintaining a strong and visible focus on shop-floor operations, the position also takes a ...

Warnerbros

Senior Technical Program Manager

Kanata, ON · On-site

Here you are supported, here you are celebrated, here you can thrive. We are the now and the next ... Overview As the Technical Program Manager for CNN's Connected TV Engagement team,you'lllead ...

NAFC

Program Coordinator

Ottawa, ON · On-site

CA$60K - CA$70K/yr

... operational duties. To thrive in this job, you must be organized, detail-oriented and excel at ... You have excellent time management, organizational and communication skills; * You have proven ...

OPENLANE

Operations Manager

Ottawa, ON · On-site

CA$77K - CA$90K/yr

Support leadership in ensuring profitability and growth, efficiency, safety, and consistent ... Robust Employee Assistance Program * Employer paid Leap into Service Day to volunteer * Tuition ...

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Support Operations Program Manager information

What is a support operations program manager?

Support Operations Program Managers are professionals who oversee and optimize the processes, tools, and strategies used by customer support teams. They work to improve operational efficiency, enhance customer experiences, and ensure that support goals align with broader business objectives. Their responsibilities often include project management, process improvement, data analysis, and cross-functional collaboration. By developing and implementing best practices, they help support teams deliver consistent and high-quality service.

How does a support operations program manager typically collaborate with cross-functional teams to drive process improvements?

Support Operations Program Managers frequently work with cross-functional teams such as customer support, product management, engineering, and data analytics to identify pain points and streamline support processes. They facilitate meetings, gather input from stakeholders, and use data-driven insights to recommend and implement process changes. Regular collaboration ensures that improvements align with both customer needs and business objectives, and clear communication is essential for successful execution and buy-in across departments.

What are the key skills and qualifications needed to thrive as a support operations program manager, and why are they important?

To thrive as a Support Operations Program Manager, you need expertise in program management, data analysis, and process improvement, typically supported by a bachelor’s degree in business or a related field. Familiarity with project management tools (like Jira or Asana), customer support platforms (such as Zendesk or Salesforce Service Cloud), and methodologies like ITIL or Six Sigma is highly valuable. Strong leadership, problem-solving abilities, and excellent communication skills help you drive cross-functional initiatives and foster collaboration. These skills are crucial for optimizing support processes, ensuring service quality, and enabling scalable business growth.

What is the difference between Support Operations Program Manager vs Customer Support Specialist?

AspectSupport Operations Program ManagerCustomer Support Specialist
CredentialsTypically requires a bachelor’s degree, project management certifications (e.g., PMP), and experience in support operationsUsually requires a high school diploma or associate degree, with customer service training
Work EnvironmentOversees support teams, manages processes, and improves support workflows in corporate settingsInteracts directly with customers via calls, chats, or emails to resolve issues
Employer & Industry UsageCommon in tech, SaaS, and enterprise support companiesFound across retail, telecom, and service industries

The Support Operations Program Manager focuses on managing support processes and teams, ensuring efficiency and strategic improvements. In contrast, the Customer Support Specialist handles direct customer interactions to resolve issues. Both roles are essential but differ in scope and responsibilities.

Infographic showing various Support Operations Program Manager job openings in Carp, ON as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 88% Physical, 3% Hybrid, and 9% Remote job distribution.

Senior Program Manager (Salesforce CRM)

Ottawa, ON • Hybrid

LeverageTek
11 - 50 employees
Learn more about LeverageTekexternal

Contractor

Re-posted 4 days ago

Key responsibilities

  • Assume operational leadership of a large-scale enterprise transformation program spanning CRM optimization, customer engagement, data capabilities, technology implementation, business process transformation, and organizational change.

  • Partner with program leadership during transition and then assume full ownership of day-to-day program delivery, governance, and stakeholder management.

  • Lead and coordinate multiple project managers, workstreams, vendors, and cross-functional teams to drive measurable business outcomes.

Job description

Job Description LeverageTek is actively seeking a Senior Program Manager (Salesforce CRM) for a 24-month contract with one of our clients based in Ottawa, Ontario. Work Location Hybrid 2 days per week on site ( Ottawa preferred or Toronto ) Key Tasks Assume progressive operational leadership of a large-scale enterprise transformation program spanning CRM optimization, customer engagement, data capabilities, technology implementation, business process transformation, and organizational change. Partner with current program leadership during transition, then assume full ownership of day-to-day program delivery, governance, and stakeholder management.

Lead and coordinate multiple project managers, workstreams, vendors, and cross-functional teams to drive measurable business outcomes across a complex, multi-year initiative. Manage program budgets, financial planning, forecasting, and budget performance accountability throughout the full program lifecycle. Serve as the primary interface with Executive Sponsors, Steering Committees, and senior leadership - translating complex technical and delivery issues into clear business impacts and executive-level recommendations.

Drive vendor performance, contract deliverables, quality, and delivery outcomes across large consulting firms, systems integrators, and technology vendors. Lead organizational change management, business process transformation, and benefits realization activities to ensure successful adoption and achievement of intended business outcomes. Key Qualifications Senior Program Management Expertise 10+ years of dedicated Program Management experience, with a proven ability to bridge business and technology by translating complex technical concepts into clear business language and converting business requirements into actionable technical solutions.

Enterprise CRM Program Delivery Proven experience leading end-to-end, enterprise-scale Salesforce CRM implementation or transformation programs as the Program Manager. Must have been accountable for overall delivery, including governance, risk management, schedule, budget, and stakeholder management. Executive Stakeholder Management & Communication Extensive experience partnering with Executive Sponsors, Steering Committees, and senior leadership.

Demonstrated executive presence with the ability to communicate complex technical and delivery issues in business terms, influence decisions without formal authority, and build alignment across cross-functional stakeholder groups. Qualifications Project experience in highly regulated environments. Exposure to Customer Data Platform (CDP) and Marketing Automation (MA) implementations or customer data modernization initiatives.

Experience with marketing automation platforms and customer engagement technologies. Background in data and analytics modernization programs. Proven ability to bridge business and technology domains across both senior business executives and technical delivery teams.

PgMP or equivalent program management certification. Compensation Hourly Rate Negotiable This is an existing position vacancy. About LeverageTek Staffing Solutions Founded in 2003, LeverageTek provides end-to-end, cross-functional staffing solutions throughout North America.

We are a trusted partner to leading private and public sector organizations and experts in talent solutions that create optimal business outcomes. Don't let our name fool you. Our roots are in technology, but we are also a proven leader in accounting and finance, sales and marketing, human resources, supply chain, and legal talent acquisition.

We offer contract and permanent staffing, executive search, talent mapping, management consultancy, and contractor payroll management. LeverageTek is an equal opportunity employer. We offer a welcoming and inclusive environment in service to one another, our customers, the candidates we represent, and the diverse communities we call home.

We do all of this with kindness, empathy, and respect for each other. LeverageTek is committed to employment equity and creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, religion, gender, national origin, age, disability, and marital status.

Accessibility accommodations are available upon request. LeverageTek's specialized recruiting professionals use their expertise and our proprietary AI to accelerate connections between top talent and leading companies, while ensuring all screening and hiring decisions remain with our expert human team.

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