Sr. Manager, Client Operations Program Management
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Key skills for this role
Role Overview
The Senior Manager, Client Operations Program Management will shape global Technical Support readiness, enablement, and operational excellence.
The role reports to the VP, Global Technical Support Strategy and Operations and influences employee and customer experiences.
The position leads teams that build scalable learning programs and improves support process governance and standardization.
Key Skills for This Role
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About OpenText
OpenText describes itself as a global information management company focused on innovation, creativity, collaboration, and digital transformation.
The company describes an AI-first, future-driven, human-centered approach to information management.
Role Overview
The Senior Manager, Client Operations Program Management will shape global Technical Support readiness, enablement, and operational excellence.
The role reports to the VP, Global Technical Support Strategy and Operations and influences employee and customer experiences.
The position leads teams that build scalable learning programs and improves support process governance and standardization.
Enablement and Readiness
- Define and execute global support readiness and enablement programs aligned with organizational strategy, goals, and client outcomes.
- Lead curriculum owners, instructional designers, and program leaders responsible for training across technical, operational, and client engagement disciplines.
- Build learning frameworks for onboarding, role-based learning, certification programs, leadership development, and continuous skill enhancement.
- Develop readiness plans for product releases, service offerings, process changes, organizational transformations, and technology implementations.
- Measure enablement effectiveness through proficiency, certification attainment, ramp-to-productivity, operational performance, and client outcomes.
Process Excellence and Knowledge
- Own governance and continuous improvement of support processes, procedures, standards, and operational documentation.
- Ensure support processes are globally consistent, documented, accessible, and regularly reviewed for accuracy and effectiveness.
- Work with client experience and knowledge management teams to improve information discoverability, usability, and adoption.
- Partner with business leaders to identify operational gaps, improve workflows, and implement scalable process improvements.
- Maintain readiness frameworks so process updates are communicated, trained, and adopted.
Program and Stakeholder Leadership
- Lead support readiness, enablement, and process transformation initiatives from concept through execution.
- Collaborate with Technical Support leadership, Product Management, Development, Client Success, Professional Services, HR, and other functions.
- Manage cross-functional programs and influence stakeholders at all levels without direct authority.
- Execute communication strategies supporting change management, adoption, and organizational alignment.
- Report on readiness, enablement, process maturity, and program performance.
Culture and Improvement
Drive a culture of continuous learning, operational excellence, innovation, and accountability.
The available description begins a section on continuous improvement and innovation but ends before its material details are provided.
Requirements
- Experience developing people and leading support readiness, enablement, or operational excellence initiatives.
- Ability to lead cross-functional programs and influence stakeholders at all levels without direct authority.
- Ability to drive process governance, continuous improvement, and organizational adoption.
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