Professional Services (PS) Operations Coordinator
Canada
Professional Services & Customer Support – Professional Services /
Full-Time /
Remote
Cority is the global enterprise EHS software provider creating industry-leading technology to empower those who transform the way the world works.
For over 35 years, Cority has been powered by the spirit of innovation, deep domain expertise, and a commitment to integrity that enables higher levels of operational and sustainable performance with the most comprehensive, human-centered, and secure SaaS platform to help workers and businesses thrive in 100 countries around the world.
The company enjoys the industry’s highest levels of client satisfaction and has received many awards for its strong employee culture and outstanding business performance. To learn more, visit www.cority.com.
WHAT’S IN IT FOR YOU?
At Cority, we keep abreast of the changing labour market to ensure that our employees are paid based fairly and equitably based on their skills, years of experience, education and functional experience. Employee health and well-being are at the core of what we do. Competitive health benefits, dental plans, fitness allowance, health care spending account, retirement savings plan, work from home, as well as subsidized internet provide employees and their families support and flexibility.
We pride ourselves on our values-driven, performance oriented, dynamic and growth focused culture. The leadership team strives to create a meaningful work experience for employees through challenging work projects and employee recognition. Our HR team ensures our employees have opportunities to get social through corporate volunteering and social happy hours both in office and virtually.
Job enrichment, employee development and career planning are our priority. Cority ensures that employees have their skills and certifications up-to-date with our annual training allowance. Internal Recruitment, Departmental Conferences, Group Training Programs, and High Talent Programs are some of the ways that we hone skills and grow talent within the company.
We are seeking a highly organized, detail-oriented, and customer-focused Professional Services Operations Coordinator to manage and continuously improve our recurring services program. This fully remote role plays a pivotal part in maintaining outstanding customer satisfaction, driving service consistency, and enhancing alignment across internal teams.
As the Professional Services Operations Coordinator, you will manage day-to-day operations, track resource capacity, coordinate task assignments, and maintain a dynamic skills matrix to ensure we are always positioned to meet client needs. You will work closely with cross-functional teams to enable service delivery, forecast resource availability, and continuously improve operational processes. You will serve as both a client advocate and an internal process champion—keeping projects on track and communication flowing across all stakeholders.
PRIMARY RESPONSIBILITIES:
- Manage daily execution of Cority’s recurring services programs, ensuring timely, high-quality, customer focused service delivery. Communicating effectively and clearly with both clients and internal stakeholders.
- Act as the primary point of contact for recurring services clients, responding promptly and professionally to questions and requests within the agreed upon timeframe.
- Employ multiple software platforms to track service performance metrics, resource utilization, and customer satisfaction trends.
- Assign tasks across the delivery team based on resource availability, skill alignment, and project needs.
- Oversee all hours worked within the recurring services program and track project budgets.
- Monitor and forecast internal resource capacity to ensure appropriate staffing for future service demands.
- Follow up proactively with internal teams and external clients to ensure open issues are resolved and service expectations are exceeded.
- Track customer satisfaction metrics specific to recurring services offerings; synthesize feedback into actionable insights for leadership.
- Identify and implement process improvements aimed at increasing efficiency, enhancing documentation, and elevating client engagement.
- Keep detailed records, service documentation, and task lists to promote transparency and operational performance; maintain a skills matrix to track internal resource capabilities and identify gaps or opportunities for upskilling.
- Collaborate with Customer Success, Sales, and Professional Services teams to support client renewals, service expansions, and new opportunities.
QUALIFICATIONS:
- Education: Relevant university degree.
- Previous experience in a customer-facing or service-oriented role is considered an asset.
- Strong Computer Skills: Proficiency with Microsoft Office tools, especially Excel and Outlook for managing communications, calendars, and task coordination, as well as other relevant platforms (Salesforce, Jira, etc.).
- High Attention to Detail: Consistent focus on accuracy and follow-through, ensuring that all commitments, tasks, and documentation are meticulously maintained.
- Self-Starter / Motivated: Ability to work independently in a remote environment, demonstrating ownership of responsibilities and driving tasks to completion without constant oversight.
- Effective Follow-Up: Proactively tracks open issues and ensures timely communication with both internal teams and external clients until resolution.
- Organized and Process-Oriented: Comfortable managing multiple priorities simultaneously while keeping team operations structured and running smoothly.
- Experience Working in a Fast-Paced, Professional Environment: Demonstrated ability to thrive under pressure, meet deadlines, and adapt quickly to shifting priorities.
- Strong Interpersonal and Collaboration Skills: Ability to work cross-functionally and foster productive communication and teamwork among diverse stakeholders.
Cority is committed to a diverse and inclusive work environment. Cority is an equal opportunity employer and does not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability or any other legally protected status. For applicants who would like to request for accommodation please send an email to hr@cority.com.
