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) Position Summary 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.