Assistant Vice President, Operational Learning & Performance

Role Purpose

The Assistant Vice President, Operational Learning & Performance (OLP) leads a team of ~80 employees across Canada and Asia to build and operate an AI‑enabled, insight‑driven learning, quality, and knowledge management operating model that drives consistent customer experience, business, and productivity outcomes.

Key Responsibilities

• Vision & Leadership – Define and execute the vision, roadmap, and operating model for Operational Learning, Quality, and Knowledge Management aligned to Operations priorities. Lead a large, geographically distributed, multi‑disciplinary organization supporting Canada‑based and global delivery operations. Build an outcome‑focused culture grounded in data, insight, and operational execution.
• Business Partnership & Performance Enablement – Act as a strategic business partner and trusted advisor to Operations leaders, diagnosing performance gaps, co‑creating solutions and enabling timel...