Customer Operations Consultant

Position Title: Customer Operations Consultant Work Location: Remote – Quebec, Canada (with occasional on-site availability in Montreal/Kirkland) Classification: Independent Contractor (Canada)

As a Customer Operations Consultant, you will deliver key support for workforce management and staffing programs within a centralized client service model. Operating as an independent contractor under a Statement of Work (SOW), you will contribute across Talent Operations, Program Administration, and Client Service delivery. This role is ideal for a detail-oriented, bilingual professional comfortable managing multiple priorities and stakeholders in a fast-paced environment. Contractor Services Talent Operations Support · Assist with job requisition postings, candidate screening, and interview scheduling. · Coordinate onboarding activities, including document collection and new-hire logistics. · Partner with client stakeholders to confirm role requirements, timelines, and expectations. · Serve as the primary point of contact for consultants and temporary workers during assignments. · Manage administrative and timekeeping processes via client platforms (e.g., SAP Fieldglass). · Provide first-line issue resolution related to consultant engagement and system usage. · Generate and deliver reports, summaries, and dashboards as required. Client & Program Administration · Support adherence to key performance indicators (KPIs) and service level agreements (SLAs). · Act as a liaison between client contacts, internal teams, and supplier partners for daily operations. · Maintain strong professional relationships and effective communication with all stakeholders. · Proactively identify service delivery risks and recommend solutions. · Participate in recurring client check-ins and business reviews to evaluate satisfaction and performance. · Support reporting, data analysis, and workforce program metrics. · Oversee coordination of travel and expense reporting where applicable. · Identify opportunities to enhance program value and support account growth through improved processes, expanded supplier engagement, or increased service adoption. · Share insights and recommendations with client and internal stakeholders to promote program expansion and long-term success. Minimum Qualifications · Bachelor’s degree preferred, or equivalent work experience in HR, recruitment, staffing, or client operations. · Experience with VMS or HRIS systems (e.g., SAP Fieldglass) is strongly preferred. · Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook). · Experience supporting contingent labor programs or MSP operations is an asset. · Fluency in both English and French (spoken and written) is required. Contractor Requirements · As this role may involve access to sensitive data, a client-issued laptop and email account will be provided. · Contractor is responsible for maintaining personal equipment, such as phone and internet access. · Responsible for all personal tax filings, insurance, and benefits as an independent contractor. · Invoicing must follow the agreed schedule outlined in the SOW, with accurate and timely submissions. · Invoices must include applicable GST/HST and, for Quebec-based contractors, QST charges in compliance with Canadian tax laws. · Payments will be processed according to term in agreement and receipt of an approved invoice. Location & Availability · Must be a resident of Quebec, ideally based in or near Montreal. · Availability for in-person meetings at the Kirkland Head Office as needed. · Full fluency in French (read, write, speak) is required to meet compliance with Bill 96 and to collaborate effectively with local stakeholders. Compliance & Legal Considerations · Must be knowledgeable of Canadian federal and provincial labor laws, including those governing self-employed workers and Quebec-specific requirements. · Required to follow all applicable privacy laws (including PIPEDA and provincial regulations) and corporate compliance policies. · Must operate in accordance with the terms outlined in the Independent Contractor Agreement and Statement of Work (SOW). Additional Notes · Access to confidential or sensitive information may be required in this role. · Tasks may involve prolonged use of a computer, document handling, and general office mobility.