[VO2 Canada] Support Operations Project Manager / Gestionnaire De Projet Du Support

[VO2 Canada] Support Operations Project Manager / Gestionnaire de Projet du Support

Montreal, Canada

VO2 Canada /

Full-time / Hybrid

Only candidates located in Canada will be considered. Seuls les candidats situés au Canada seront sélectionnés. VO2 GROUP : Leader français et indépendant du conseil tech & numérique

We are present in Paris, Montreal, Luxembourg, Shanghai, New York, and Geneva, with over 800 consultants. Global leader in customer and corporate experience

We collaborate with the most iconic brands to ensure their success: From strategy and innovation to large-scale execution, thanks to our expertise in business & tech, data, and AI

Recognitions & Leadership Leader in innovation and growth 2025 (Les Echos Business Magazine) Multi-tech player and Premium Salesforce partner Champion of "Responsible and Sustainable Tech" Created with gender parity, advocating for equality through an engaged leadership team 45% women within our teams Award-winning TopCom campaign in 2024 Certifications and Awards Salesforce Impact Partner 2024 Cybervadis 2024 Impact Company of the Year 2023 by Choose My Company

VO2 GROUP : The Bright Side of Tech

In this job, we use the feminine to lighten the text.

Why come and work for us in a few words? At VO2 Canada, we are committed to maintaining a motivating and friendly work environment so that everyone can enjoy: office benefits (snacks, cereals, fruits, unlimited drinks & coffee, etc...) afterworks with colleagues (being good at Mario Kart is a real plus, table soccer, ping pong and Nerfs) a good working atmosphere, supportive and caring colleagues to work in a company ranked 3rd in the ChooseMyCompany ranking of HappyindexAtWork Canada 2023. Do you think you can contribute to this mission? To do so, send us your resume and cover letter (after reading the rest of the job offer, of course).

Join a close-knit team that is passionate and full of energy! VO2 Group is defined as a "Great Place to Work."

Pleasant environment in the heart of Montreal Our offices are bright, in a lively neighbourhood (cafés, restaurants, bars...), 10 minutes from the métro (Mont-Royal). Come and enjoy a break area with snacking at will, beanbags for breaks, a football & tennis table, an arcade station…

The choice of teleworking and flexible hours Decide every day if you want to come to the office or work from home, you are free! You will also have the possibility of teleworking several weeks a year from anywhere.

Regular afterworks To celebrate our successes and share moments as a team, we often get together for a drink, a meal, or various activities (escape games, video games, team sports, etc).

Access to the gym For fitness and well-being, you have free access to the gym and showers in the building.

Health insurance VO2 fully covers health insurance for the employee at 100% and 50% for the partner (including life insurance, health, disability, dental, vision, therapeutics, osteopath, massages, etc.).

RRSP plan Corporate RRSP plan with VO2 bonus of 100%, up to 4% of annual gross salary.

OPUS public transport supported at 60% No need to queue at the counter to recharge your OPUS pass every month! It will be automatically recharged and valid in the greater Montreal area.

Computer equipment provided We provide all the necessary computer equipment, such as a computer, screen, headphones, etc., so that our employees can work in the best conditions.

Arrival package You will also have great quality goodies and gifts at certain times of the year to brighten up your daily life.

Training We value your development needs and advocate mutual aid internally. You can access the Babbel module for language learning and Udemy for business training.

What contract are we looking for? To be filled as soon as possible 40h/week Salary according to profile

Job description: Support operations project manager - Salesforce & mobile applications - We are looking for a project manager to join our team in Montreal. The role focuses on coordinating and improving support operations for Salesforce (Sales Cloud), mobile applications, and Marketing Cloud. You will be responsible for ensuring smooth communication between support levels, monitoring SLAs, and implementing strategies to enhance efficiency and user satisfaction.

Key responsibilities:

1. Support coordination - Oversee daily support activities across Salesforce, mobile apps, and Marketing Cloud. - Prioritize and assign tickets to the appropriate teams or service areas. - Monitor backlog and ensure timely resolution of incidents.

2. Performance monitoring & reporting - Create and maintain dashboards tracking incidents, anomalies, and system evolutions. - Differentiate between system improvements and corrective actions. - Track and report on SLA compliance within the client domain.

3. Stakeholder communication - Act as a liaison between the Product Owner team and Level 1 Support. - Ensure clear, proactive communication across teams to align on priorities and issue resolution.

4. Continuous improvement & strategy - Develop and implement a support strategy to improve operational efficiency and user experience. - Identify recurring issues and collaborate with technical teams to prevent them. - Lead or participate in ad hoc "Flash Projects" to address urgent or specific initiatives.

5. Quality & process management - Ensure incidents and service requests follow proper processes and documentation standards. - Recommend improvements to optimize support workflows and performance tracking.

Qualifications: - Proven experience as a project coordinator, service delivery manager, or support operations manager, ideally within a Salesforce ecosystem. - Strong understanding of Salesforce (Sales Cloud, Marketing Cloud) and/or mobile application support processes. - Experience managing ticketing systems, SLAs, and performance dashboards. - Excellent coordination and communication skills across cross-functional teams. - Analytical mindset with the ability to identify process improvement opportunities. - Bilingual in French and English (spoken and written) to communicate fluently with English speakers. - PMP, ITIL, or Salesforce certifications are an asset.

If you are ready to excel in a dynamic and challenging environment, with a strong passion for driving software projects to successful completion, we encourage you to apply for this exciting opportunity. Join our team and contribute to our mission of delivering high-quality software solutions that exceed expectations!