Bilingual (English/French) Client Operations Coordinator

Overview

The Bilingual Client Operations Coordinator is a key member of Prosci’s Operations team and serves as the first point of contact for English and French speaking clients. This role is responsible for delivering a seamless, high-quality client experience by coordinating program logistics, processing registrations and orders, and resolving client inquiries with care and efficiency.

The ideal candidate is service‑oriented, detail‑driven, and highly organized, with strong communication skills and a passion for supporting customers through thoughtful, solution‑focused interactions. This role works closely with internal partners across a global organization to ensure programs run smoothly from registration through delivery.

Since our founding in 1994, Prosci has been laser-focused on change. By combining our deep understanding of people with a proven methodology rooted in the creation of the ADKAR® model, we’ve helped countless people and organizations thrive. Our solutions empower customers with lasting change resiliency through a unique blend of training, advisory services, and licensing options, including Kaiya, our AI change management coach.

At Prosci, we are a purpose-driven organization full of passionate, curious, and results-oriented people. Working at Prosci means being part of a dynamic team that is dedicated to our purpose of creating a world where change is done right. Join us and be part of a culture that thrives on continuous learning, growth, and making a difference.

Check out our website for more about our team and approach: https://www.prosci.com/about.

Key Responsibilities

Key role responsibilities include but are not limited to the following:

Program Coordination & Logistics (Approx. 80%)

• Manage end-to-end registration and logistics for public and enterprise training programs.
• Process individual and group registrations in Salesforce, including account and contact setup, changes, and cancellations.
• Send confirmation, prework, reminder, and follow-up communications to participants.
• Process payments, issue invoices and receipts, and maintain accurate program records, counts, and waitlists.
• Coordinate program materials, shipping, and delivery; confirm receipt and readiness.
• Partner with Delivery teams and internal stakeholders before, during, and after programs.
• Monitor participant feedback and proactively address concerns to ensure a consistently positive experience.
• Support website updates and ensure program information remains accurate and current.
• Produce and distribute program materials as needed.
• Process Train-the-Trainer orders and support enterprise engagements.
• Follow and uphold Prosci’s internal standards and operational policies.
• Provide shipping support when local to the Halifax office (as applicable).

Customer Service (Approx. 20%)

• Handle bilingual (English/French) customer inquiries via phone and email related to registrations, payments, and logistics.
• Manage post registration questions and troubleshoot portal or access issues.
• Monitor shared inboxes and route or process leads as appropriate.
• Partner with the Logistics team to ensure service levels, response times, and client expectations are consistently met or exceeded.

Requirements:
Success Profile

Based on this role’s scope and responsibilities, we are seeking candidates with the following minimum qualifications, skills, attributes, and competencies. Preferred qualifications are also noted.

Competencies

• Action Oriented - Readily takes action on challenges, displays a can-do attitude in good and bad times, and steps up to handle tough issues.
• Being Resilient - Handles and manages crises effectively and is confident under pressure. Maintains a positive attitude despite adversity.
• Situational Adaptability – Readily adapts personal, interpersonal, and leadership behavior, picks up on situational cues and adjusts in the moment to customer feedback.
• Customer Focused – Externally focused and aware of customer needs. Listens to customer problems, identifies solutions, and communicates effectively back to the customer.

Technical/Functional Skills

• Experience working in CRM systems (Salesforce or equivalent preferred)
• Proficiency with Microsoft 365 (Outlook, Teams, Excel)
• Order processing or backend systems experience (Microsoft Business Central preferred)

Qualifications

• Bilingual in English and French (required)
• 1–3 years of relevant professional experience (customer operations, logistics, coordination, or similar)
• Experience handling inbound customer inquiries or calls
• Shipping and courier experience; international shipping strongly preferred
• Degree or diploma in a related field preferred

Additional Information

Travel Requirements: This role requires minimal travel up to 2 times per year for team meetings or company events.

Work Location: This is a remote role within Canada. A strong preference for Eastern or Atlantic time zones. A huge plus if local to the Halifax, Nova Scotia office.

Compensation: $45k - $53k CAD is the projected range of annual base salary for this role depending on the candidate’s overall qualifications and experience. This role is eligible for inclusion in our bonus program.