Customer Operations Program Manager

Opentext - The Information Company
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.
At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

THE OPPORTUNITY
As part of OpenText—the Information Company—our mission is to deliver software and services that redefine the digital future. Join a global leader in Enterprise Information Management and help shape how we deliver exceptional customer support experiences.

We are seeking a
Process, Change & SOP Program Manager
who will serve as a key
Process Manager
, focusing on analyzing current business operations, identifying opportunities for improvement, and driving process change across the Global Technical Support organization. This role plays a vital part in standardizing procedures, leading change initiatives, and ensuring that process enhancements are both effective and sustainable.

You will partner with cross-functional teams and evaluate systems and processes, document business workflows, develop and update SOPs, and support the organization through change by implementing improvement strategies, monitoring progress, and ensuring training and communication is done as needed.

YOU ARE GREAT AT

• Analyzing Existing Processes: Review and evaluate current workflows, systems, and performance to identify inefficiencies and recommend improvements.
• Developing Improvement Plans: Design and implement strategies that enhance operational efficiency and customer support outcomes.
• Collaborating Across Teams: Work closely with cross-functional business units, IT, and support teams to understand requirements and align goals.
• Documenting Processes: Create detailed process maps, SOPs, and operational guides to ensure transparency, consistency, and knowledge transfer.
• Driving and Monitoring Change: Lead change initiatives, evaluate effectiveness of implemented changes, and ensure smooth adoption with appropriate training and communications.
• Executing Gap Analysis: Compare OpenText systems and acquired company processes to identify integration challenges and propose optimized solutions.
• Ensuring Business Readiness: Communicate upcoming changes, provide rollout plans, and support the business in adopting new tools and procedures.

What You Need To Succeed

• 5+ years of experience in process analysis, project/change management, or business operations in a global technology environment.
• Strong understanding of business systems and process workflows is essential.
• Demonstrated ability to identify business problems and recommend effective solutions.
• Excellent documentation skills, including creating process maps, SOPs, and training materials.
• Proven experience in cross-functional collaboration and stakeholder management.
• Strong communication and interpersonal skills; able to translate complex ideas into clear, actionable plans.
• High level of organization, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
• Experience with process improvement methodologies (Lean, Six Sigma, etc.) is a plus.

Why Join OpenText?
At OpenText, we value innovation, diversity, and continuous improvement. We empower employees to lead change, create impact, and grow their careers in an inclusive and collaborative environment.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.