VP Operations and Client Services

As Vice President, Operations, you will be responsible for driving the strategic growth and operational excellence of the Operations and Customer Services organization. You will play an integral role on an experienced leadership team dedicated to reimagining and delivering an exceptional customer experience while helping lead the organization through its AI transformation.

The ideal candidate is a highly organized and inspiring leader with extensive experience working with enterprise customers, exceptional interpersonal skills, and a proven ability to deliver operational excellence.

Key Responsibilities

• Lead the overall Operations and Customer Services organization, including Professional Services and Customer Support.
• Oversee the department's financial operations, including budgeting and forecasting, while ensuring a strong return on investment.
• Establish clear, measurable objectives aligned with the business unit's growth and profitability goals.
• Build and maintain strong relationships with enterprise customers, serving as the executive escalation point for strategic issues.
• Develop and manage key performance indicators (KPIs) to measure delivery performance, customer satisfaction, and operational efficiency.
• Ensure the successful delivery of software solutions throughout the entire customer lifecycle, from initial implementation to ongoing support.
• Define and execute an AI adoption strategy across Professional Services and Customer Support to improve team productivity and enhance the customer experience.
• Inspire, engage, and develop teams throughout this technological transformation by fostering adoption rather than imposing change.

Qualifications

• Bachelor's degree in Business Administration, a related field, or an equivalent combination of education and relevant experience.
• More than 5 years of experience in Professional Services and service delivery, including significant experience working with enterprise customers.
• More than 3 years of leadership experience.
• Proven track record of developing and implementing successful delivery processes while achieving high levels of customer satisfaction.
• Demonstrated interest and hands-on experience leveraging AI to transform operations, professional services, or customer support.
• Excellent interpersonal, communication, and ... skills.
• Strong business acumen, strategic thinking, organizational skills, and leadership capabilities.
• Fluency in both French and English (spoken and written) is required, as the successful candidate will communicate regularly in both languages with colleagues, customers, and partners across Quebec, the rest of Canada, and the United States.

Only candidates selected for an interview will be contacted.

### Harris is an equal opportunity employer. We encourage applications from women, persons with disabilities, Indigenous peoples, and members of visible minority groups. Accommodations are available upon request throughout the recruitment and selection process for candidates with disabilities.

### The Harris Talent Acquisition team does not communicate with candidates via text message or request confidential information through text messaging. We encourage all candidates to apply through our posted opportunities. Qualified applicants will be contacted by either a Harris hiring manager or a member of the Talent Acquisition team to discuss next steps.