Description
Sr Manager, Operational Readiness and Enablement
Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.
The Sr Manager, Operational Readiness and Enablement, is the single point of contact and accountability for ensuring all internal and external customer changes across the enterprise are operationally ready before launch. This role owns end-to-end operational readiness and adoption lifecycle for initiatives originating from Sales, Marketing, Technology, Product, and Digital, and Enterprise Change. The role ensures that frontline teams are fully prepared to execute change effectively, customers experience seamless outcomes, and operational risk is actively managed.
Acting as the operational gatekeeper, this leader has the authority to challenge business owners, influence design decisions, and delay or stop launches where readiness, adoption, or customer/agent impacts are not adequately addressed.
Reporting to: Director, Knowledge Management, Learning and Development
Key responsibilities include:
1. Enterprise Operational Readiness Ownership
- Serve as the single point of accountability for operational readiness for all internal and external customer-facing changes across the organization.
- Define and enforce enterprise readiness standards that must be met prior to launch, regardless of initiative origin.
- Own the last-mile readiness ensuring changes are executable by frontline teams from Day One.
2. Cross‑Functional Change & Readiness Leadership
- Partner with Sales, Marketing, Technology, Operations, Product, Digital and CX Strategy teams early in the initiative lifecycle to assess customer impact, agent and frontline impact, operational complexity and risk
- Actively challenge business owners and delivery teams on assumptions, timelines, and design decisions that negatively impact customers, agents, or operational stability.
- Ensure operational considerations are embedded into solution design—not retrofitted at launch.
3. Change Management, Adoption & Sustainment
- Lead the operational change management strategy in partnership with Enterprise Change teams, with a strong focus on: Readiness; Adoption; Behavior change
- Ensure training, job aids, scripts, process updates, and support models are delivered in alignment with launch timing and frontline realities.
- Define and track adoption and stabilization metrics post-launch (e.g., error rates, call drivers, rework, escalations).
- Identify adoption gaps and drive corrective actions to ensure changes are sustained and delivering intended outcomes.
4. Sales, Marketing & Campaign Readiness
- Ensure promotional campaigns, offers, and pricing changes are operationally executable, clearly understood by frontline teams, and accurately reflected across systems, billing, CRM, and digital channels
- Validate customer experience and agent readiness before campaigns go live.
5. Customer, Technology, Product & Digital Readiness
- Represent Operations for all technology, product, and digital launches impacting customers or frontline teams.
- Ensure readiness for new products and features, system and platform changes (CRM, billing, digital tools), process and policy changes tied to technology delivery
- Support and ensure readiness for new and evolving end to end customer journey work led by the CX Strategy team
- Confirm operational support models, escalation paths, and issue management plans are in place.
6. Governance, Risk & Launch Decisioning
- Establish and lead formal readiness governance, including clear go/no-go criteria.
- Provide final operational readiness sign-off prior to launch.
- Exercise authority to pause, delay, or escalate launches where readiness, adoption, or risk thresholds are not met.
- Protect customers, agents, and the organization from avoidable disruption.
- Success Measures
- Customer-facing changes launch with minimal disruption (% of customer-facing launches meeting readiness standards at go‑live)
- Frontline teams are confident, capable, and supported at launch.
- Adoption targets are met or exceeded post-launch.
- Reduction in launch-related incidents, escalations, and customer complaints.
- Reduction in post‑launch rework, workaround requests, and ad‑hoc frontline support
The ideal candidate will possess:
Required Qualifications
- 8+ years of progressive experience in operational readiness, operational excellence, business transformation, enablement, or enterprise change within a large, complex organization
- 5+ years of program or project management, working with stakeholders on cross‑functional initiatives in a matrixed environment
- Demonstrated ownership of end‑to‑end operational readiness for customer‑facing changes, including go‑live decisioning and post‑launch stabilization
- Proven experience acting as a readiness or launch gatekeeper, with authority to challenge scope, timing, and design decisions — including delaying or stopping launches when readiness criteria are not met
- Strong background partnering with Sales, Marketing, Technology, Product, Digital, Operations, and Enterprise Change teams from early initiative design through execution
- Deep experience assessing and mitigating operational risk, particularly related to frontline execution, customer experience, and launch stability
- Hands‑on experience leading operational change management, with a focus on frontline readiness, adoption, behavior change, and sustainment
Preferred Qualifications
- Experience in telecommunications, broadband, utilities, or other large-scale service organizations.
- Formal change management certification or equivalent experience.
- Familiarity with: Operational readiness and go-live enablement, Continuous improvement environments, Agile or transformation programs
- Experience operating in regulated or safety- and compliance-sensitive environments.
Skills and Competencies
- Ability to assess complex change across multiple domains and identify downstream operational impacts.
- Strong judgment to balance speed-to-market with operational stability and customer trust.
- Demonstrated ability to challenge senior business owners and delivery teams constructively.
- Willingness to say “not ready” and stand behind that decision.
- Experience monitoring post-launch performance and driving continuous improvement.
- Deep appreciation for the realities of frontline work (contact centers, field services, digital support). Confidence to advocate for customers and frontline employees, even under pressure.
- Ability to translate complex change into practical, executable actions for agents and technicians.
Condition of Employment:
As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.
Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.
