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.