Senior Manager, Services - Field Operations
Some of what you will do:
The Senior Manager, Services – Field Operations is a key leader within the Sales and Customer Experience team, responsible for driving service performance across Division 6 and Division 8. This role acts as a strategic connector between business functions and field operations, ensuring alignment, execution, and continuous improvement in service delivery.
This individual will work closely with District Managers and provide dotted-line leadership to Regional Service Managers (RSMs) to influence outcomes and elevate performance. The role is both strategic and tactical, focused on delivering operational excellence, supporting sales initiatives, and enhancing customer experience through service innovation and execution.
Specifically, You Will:
Service Strategy Execution: Lead the implementation of service strategies across Division 6 and Division 8, ensuring alignment with business goals and customer expectations.
Field Collaboration: Partner with District Managers and RSMs to identify opportunities, remove barriers, and implement best practices that enhance service delivery and customer satisfaction.
Operational Excellence: Champion initiatives that improve consistency, efficiency, and quality in field operations.
Standards Execution: Ensure the execution of all national programs, SOP’s, and brand standards across all retail service operations. This is achieved through ongoing monitoring, coaching, and evaluation in partnership with District and Regional managers.
Sales Enablement: Act as conduct between business, sales and service teams, ensuring seamless communication and alignment on initiatives, promotions, and customer experience goals.
Sales Coaching and Leadership: Identify underperforming districts and/or regions and actively partner with District and Regional managers to coach and develop upskill selling behaviors in said areas.
Performance Analysis: Leverage data and field insights to identify trends, gaps, and opportunities for improvement; drive data-informed decision-making.
Communication & Influence: Represent the field perspective in cross-functional meetings and projects, providing insights and feedback to shape business strategies.
Project Leadership: Support or lead cross-functional projects related to service delivery, training, and process improvement.
Training & Development: Collaborate with Learning & Development to support field training initiatives that drive service excellence and associate engagement.
Some of what you need:
Post-secondary education in business, operations, or a related field, or equivalent experience.
Strategic thinker with the ability to translate business priorities into actionable field solutions.
Strong personal sales skills.
Demonstrated success in cross-functional collaboration and project leadership.
7+ years of experience in field operations, service management, or related roles.
Experience working in a multi-unit or regional service environment.
Physical demands/working conditions:
Office environment – Hybrid, with 4 days onsite in Richmond Hill, subject to the hybrid policy
Some of what you will get:
Associate discount
Health and Dental benefits
RRSP/DPSP
Performance bonuses
Learning & Development programs
And more...