[vo2 Canada] Support Operations Project Manager / Gestionnaire De Projet Du Support

Montréal, QC, CA, Canada

Job Description

English will follow - La version anglaise suivra

Only candidates located in Canada will be considered.

Seuls les candidats situes au Canada seront selectionnes.

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VO2 GROUP : Leader francais et independant du conseil tech & numerique


Nous operons a Paris, Montreal, Shanghai, New York et Geneve, avec plus de 800 consultants.



Acteur global de l'experience client et corporatif


Nous collaborons avec les marques internationales les plus iconiques et contribuons a leur succes :
?? De la strategie et de l'innovation
?? Jusqu'a la realisation a l'echelle, grace a une expertise reconnue en business & tech, data et IA ?

Reconnaissance & guidance


Leader de l'Innovation et de la Croissance 2024 (Les Echos Business Magazine)
Acteur multi-tech et partenaire premium de Salesforce

Leader de la "Safe & sustainable tech"


Entreprise fondee a parite, championne de l'egalite avec une direction engagee
45% de femmes dans nos equipes
Campagne primee TopCom 2024

Certifications et distinctions


Salesforce Impact Partner 2024
Cybervadis certification 2024
Choose My Company Impact Business of the Year 2023

VO2 GROUP : La Tech Positive



- - - - - - - - - -

VO2 GROUP

Independent French Leader in Tech and Digital Consulting


We are present in Paris, Montreal, Luxembourg, Shanghai, New York, and Geneva, with over 800 consultants .

Global leader in customer and corporate experience

We collaborate with the most iconic brands to ensure their success:
?? From strategy and innovation
?? To large-scale execution, thanks to our expertise in business, tech, data, and AI ?



Recognitions & Leadership


Leader in innovation and growth 2025 (Les Echos Business Magazine)
Multi-tech player and Premium Salesforce partner



Champion of "Responsible and Sustainable Tech"


Created with gender parity, advocating for equality through an engaged leadership team 45% women within our teams
Award-winning TopCom campaign in 2024



Certifications and Awards


Salesforce Impact Partner 2024
Cybervadis 2024
Impact Company of the Year 2023 by Choose My Company



VO2 GROUP: The Bright Side of Tech

- - - - - - - - - -


Dans cette annonce, l'emploi du feminin pour designer des personnes n'a d'autres fins que celle d'alleger le texte.

Pourquoi venir travailler chez nous en quelques mots ?



Chez VO2 Canada, nous avons a coeur de maintenir un environnement de travail motivant et chaleureux afin que tout le monde puisse beneficier :des avantages des bureaux (snacks, cereales, fruits, boissons & cafe a volonte, etc...) ; de 5 a 7 entre collegues (etre bon a Mario Kart est un reel +, baby-foot, ping pong...) ; d'avoir une bonne ambiance de travail une equipe solidaire et bienveillante ; de travailler dans une entreprise classee 3eme au classement ChooseMyCompany de l'HappyindexAtWork Canada 2023, 1er prix ChooseMyCompany France 2023.


Tu penses etre capable de contribuer a cette mission ? Il ne te reste plus qu'a nous envoyer ton CV et ta lettre de motivation (apres avoir lu le reste de l'annonce bien sur...).

Quels sont les avantages de VO2 Canada ?



Rejoignez une equipe soudee, passionnee et pleine d'energie ! Le Groupe VO2 est defini comme une Great Place to Work .

ENVIRONNEMENT AGREABLE AU COEUR DE MONTREAL
Nos bureaux sont lumineux, situes dans un quartier anime (cafes, restaurants, bars...), a 10 minutes du metro (Mont-Royal). Venez profiter d'un espace pause avec snacking a volonte, poufs pour des pauses confortables, baby-foot & ping-pong, borne d'arcade...

LE CHOIX DU TELETRAVAIL ET DES HORAIRES FLEXIBLES
A part le jeudi designe comme journee obligatoire au bureau, notre rythme est de 2 jours au bureau ! Vous aurez egalement la possibilite de teletravailler plusieurs semaines par an depuis n'importe ou dans le monde.

5 a 7 REGULIERS
Pour celebrer nos reussites et partager des moments en equipe, nous nous retrouvons souvent autour d'un verre, d'un repas, ou d'activites diverses (escape game, jeux video, sports d'equipe, etc...).

ACCES AU GYM
Pour votre forme et votre bien-etre, vous beneficiez d'un acces gratuit a la salle de sport et aux douches dans le batiment.

ASSURANCE SANTE
L'assurance maladie est entierement prise en charge par VO2 a 100% pour le salarie et 50% pour le partenaire et les enfants (incluant assurance-vie, sante, handicap, dentaire, vision, therapeutique, osteopathe, massages etc...)

REGIME REER
Regime d'epargne retraite d'entreprise avec bonus VO2 de 100 %, jusqu'a 4 % du salaire annuel avec un delai d'acquisition de 2 ans.

ABONNEMENT DE TRANSPORT OPUS PRIS EN CHARGE A 60%
Plus besoin de faire la queue au guichet pour recharger ton pass OPUS tous les mois ! Il sera automatiquement recharge et valide dans l'agglomeration de Montreal.

MATERIEL INFORMATIQUE FOURNI
Afin que nos collaborateurs puissent travailler dans les meilleures conditions, nous avons mis a disposition tout le materiel informatique necessaire : ordinateur, ecran, ecouteurs...

PACK D'ARRIVEE
Vous disposerez egalement de goodies et de cadeaux de qualite a certaines periodes de l'annee pour egayer votre quotidien.

FORMATION
Nous attachons une grande importance a vos besoins de developpement. Nous pronons l'entraide en interne. Vous pouvez avoir acces au module Babbel pour toutes les langues et Udemy pour les formations metiers.

Quel contrat recherchons-nous ?

A pourvoir dans les plus brefs delais 40h/semaine Salaire selon profil

Description du poste :

Gestionnaire de coordination du Support - Salesforce & Applications mobiles -



Nous sommes a la recherche d'une

Gestionnaire de projets

pour rejoindre notre equipe a Montreal. Ce role consiste principalement a

coordonner et optimiser les activites de support

liees a Salesforce (Sales Cloud), aux applications mobiles et a Marketing Cloud.
Vous serez responsable du suivi des incidents et anomalies, de la communication entre les differents niveaux de support et de la mise en place de strategies visant a ameliorer l'efficacite operationnelle et l'experience utilisateur.

Responsabilites cles :

1. Coordination du support

Superviser les activites quotidiennes de support pour Salesforce, les applications mobiles et Marketing Cloud. Prioriser et attribuer les tickets aux equipes ou services concernes. Suivre les incidents en retard et veiller a leur resolution dans les delais prevus.

2. Suivi de la performance et reporting

Creer et maintenir des tableaux de bord regroupant les incidents, anomalies et evolutions du systeme. Distinguer les corrections des evolutions fonctionnelles a planifier. Assurer le suivi du respect des SLA (Service Level Agreements) pour le domaine client.

3. Communication entre les parties prenantes

Faire le lien entre l'equipe Produit (PO) et l'equipe de support de niveau 1. Garantir une communication fluide et proactive entre les equipes pour aligner les priorites et resoudre les problemes efficacement.

4. Amelioration continue et strategie de support

Elaborer et mettre en oeuvre une strategie de support visant a ameliorer la performance et la satisfaction des utilisateurs. Identifier les problemes recurrents et collaborer avec les equipes techniques pour les corriger durablement. Participer a des

projets Flash ad hoc

pour repondre a des besoins specifiques ou urgents.

5. Qualite et gestion des processus

S'assurer que le traitement des incidents et des demandes respecte les procedures etablies. Recommander et mettre en place des ameliorations continues pour optimiser les processus et les indicateurs de suivi.

Qualifications :

Experience confirmee en tant que

Coordinateurtrice de projets

,

Responsable du support

ou

Responsable des operations de support

, idealement dans un environnement Salesforce. Bonne comprehension des environnements

Salesforce (Sales Cloud, Marketing Cloud)

et des processus de support applicatif. Experience dans la gestion de tickets, le suivi de SLA et la creation de tableaux de bord de performance. Excellentes competences en communication et coordination d'equipes multidisciplinaires. Esprit analytique et capacite a proposer des ameliorations operationnelles. Bilingue

francais / anglais

(oral et ecrit) pour communiquer de facon fluide avec les parties prenantes anglophones. Une certification

PMP, ITIL ou Salesforce

constitue un atout.


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ENGLISH VERSION
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In a few words, why come and work for us?



At VO2 Canada, we are committed to maintaining a motivating and friendly work environment so that everyone can enjoy :office benefits (snacks, cereals, fruits, unlimited drinks & coffee, etc...) ; afterworks with colleagues (being good at Mario Kart is a real plus, table soccer, ping pong and Nerfs); a good working atmosphere, supportive and caring colleagues; to work in a company ranked 3rd in the ChooseMyCompany ranking of HappyindexAtWork Canada 2023.


Do you think you can contribute to this mission? To do so, send us your resume and cover letter (after reading the rest of the job offer, of course).

What are the advantages of VO2 Canada?



Join a close-knit team that is passionate and full of energy! VO2 Group is defined as a "Great Place to Work."

PLEASANT ENVIRONMENT IN THE HEART OF MONTREAL
Our offices are bright, in a lively neighbourhood (cafes, restaurants, bars...), 10 minutes from the metro (Mont-Royal). Come and enjoy a break area with snacking at will, beanbags for breaks, a football & tennis table, an arcade station...

THE CHOICE OF TELEWORKING AND FLEXIBLE HOURS
Decide every day if you want to come to the office or work from home, you are free!
You will also have the possibility of teleworking several weeks a year from anywhere.

REGULAR AFTERWORKS
To celebrate our successes and share moments as a team, we often get together for a drink, a meal, or various activities (escape games, video games, team sports, etc).

ACCESS TO THE GYM
For fitness and well-being, you have free access to the gym and showers in the building.

HEALTH INSURANCE
VO2 fully covers health insurance for the employee at 100% and 50% for the partner (including life insurance, health, disability, dental, vision, therapeutics, osteopath, massages, etc.).

RRSP PLAN
Corporate RRSP plan with VO2 bonus of 100%, up to 4% of annual gross salary.

OPUS PUBLIC TRANSPORT SUPPORTED AT 60%
No need to queue at the counter to recharge your OPUS pass every month! It will be automatically recharged and valid in the greater Montreal area.

COMPUTER EQUIPMENT PROVIDED
We provide all the necessary computer equipment, such as a computer, screen, headphones, etc., so that our employees can work in the best conditions.

ARRIVAL PACKAGE
You will also have great quality goodies and gifts at certain times of the year to brighten up your daily life.

TRAINING
We value your development needs and advocate mutual aid internally. You can access the Babbel module for language learning and Udemy for business training.

What contract are we looking for?

To be filled as soon as possible 40h/week Salary according to profile

:

Support operations Project Manager - Salesforce & Mobile Applications -



We are looking for a

Project Manager

to join our team in Montreal. The role focuses on

coordinating and improving support operations

for Salesforce (Sales Cloud), mobile applications, and Marketing Cloud. You will be responsible for ensuring smooth communication between support levels, monitoring SLAs, and implementing strategies to enhance efficiency and user satisfaction.

Key Responsibilities:

1. Support Coordination

Oversee daily support activities across Salesforce, mobile apps, and Marketing Cloud. Prioritize and assign tickets to the appropriate teams or service areas. Monitor backlog and ensure timely resolution of incidents.

2. Performance Monitoring & Reporting

Create and maintain dashboards tracking incidents, anomalies, and system evolutions. Differentiate between system improvements and corrective actions. Track and report on SLA compliance within the client domain.

3. Stakeholder Communication

Act as a liaison between the Product Owner team and Level 1 Support. Ensure clear, proactive communication across teams to align on priorities and issue resolution.

4. Continuous Improvement & Strategy

Develop and implement a support strategy to improve operational efficiency and user experience. Identify recurring issues and collaborate with technical teams to prevent them. Lead or participate in ad hoc "Flash Projects" to address urgent or specific initiatives.

5. Quality & Process Management

Ensure incidents and service requests follow proper processes and documentation standards. Recommend improvements to optimize support workflows and performance tracking.

Qualifications:

Proven experience as a

Project Coordinator

,

Service Delivery Manager

, or

Support Operations Manager

, ideally within a Salesforce ecosystem. Strong understanding of

Salesforce (Sales Cloud, Marketing Cloud)

and/or mobile application support processes. Experience managing ticketing systems, SLAs, and performance dashboards. Excellent coordination and communication skills across cross-functional teams. Analytical mindset with the ability to identify process improvement opportunities. Bilingual in

French and English

(spoken and written) to communicate fluently with English speakers. PMP, ITIL, or Salesforce certifications are an asset.


If you are ready to excel in a dynamic and challenging environment, with a strong passion for driving software projects to successful completion, we encourage you to apply for this exciting opportunity. Join our team and contribute to our mission of delivering high-quality software solutions that exceed expectations !

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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Job Detail

  • Job Id
    JD2941048
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Montréal, QC, CA, Canada
  • Education
    Not mentioned