Job descriptionPosition 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.
