Sr. Manager, Client Operations Program Management

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. At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Manager, Client Operations Program Management is more than a leadership role. It is an opportunity to shape the future of our global Technical Support organization and directly influence the experiences of both our employees and customers. Reporting to the VP, Global Technical Support Strategy & Operations, you will drive the strategy and execution of support readiness, enablement, and operational excellence initiatives across a global team. Your work will ensure our support professionals are equipped with the knowledge, skills, tools, and processes needed to consistently deliver exceptional client outcomes. In this role, you will lead a team of curriculum owners, instructional designers, and program managers to build scalable learning programs that accelerate onboarding, enhance performance, and strengthen capabilities across client-facing teams. You will also champion process governance and continuous improvement, helping to standardize and optimize support operations to meet evolving customer expectations and business priorities. If you are passionate about developing people, driving organizational readiness, and transforming operational processes into measurable business impact, this is an opportunity to make a lasting difference on a global scale while helping OpenText deliver world‑class customer support experiences. Defining and executing global support readiness and enablement programs aligned to organizational strategy, goals and client outcomes. Leading a team of curriculum owners, instructional designers, and program leaders responsible for developing and delivering training programs across technical, operational, and client engagement disciplines. Building scalable learning frameworks that support onboarding, role‑based learning, certification programs, leadership development, and continuous skill enhancement. Ensuring colleagues possess the knowledge, skills, and capabilities necessary to successfully support clients across products, technologies, systems, and support channels. Developing readiness plans to support new product releases, service offerings, process changes, organizational transformations, and technology implementations. Establishing success metrics and measuring enablement effectiveness through colleague proficiency, certification attainment, ramp‑to‑productivity, operational performance, and client outcomes. Process Excellence & Knowledge Management Owning the governance and continuous improvement of support processes, procedures, standards, and operational documentation. Ensuring support processes are globally consistent, clearly documented, easily accessible, and regularly reviewed for accuracy and effectiveness. Connecting with the Client Experience and Knowledge Management operational teams to adopt knowledge management best practices to improve information discoverability, usability, and adoption across internal audiences. Partnering with business leaders to identify operational gaps, improve workflows, and implement scalable process improvements. Establishing mechanisms to continuously evaluate and refine processes based on performance insights, colleague feedback, client needs, and industry best practices. Leading support readiness, enablement, and process transformation initiatives from concept through execution. Collaborating closely with GTS leadership, Product Management, Development, Client Success, Professional Services, HR, and other business functions to align readiness priorities and outcomes. Managing cross-functional programs and influencing stakeholders at all levels without direct authority. Executing communication strategies that support change management, adoption, and organizational alignment. Providing reporting on readiness, enablement, process maturity, and program performance. Continuous Improvement & Innovation Researching industry trends, emerging technologies, AI-enabled learning capabilities, and support best practices to modernize enablement approaches. Identifying opportunities to improve support effectiveness, efficiency, client satisfaction, and colleague experience through training, automation, and process optimization. Leveraging learning technologies, knowledge platforms, and analytics to improve capability development and organizational performance. Championing a data‑driven approach to readiness and op