Operations Manager

Job Description

The Opportunity:

The Operations Manager will lead our client’s day-to-day service and installation operations from the Mississauga head office. This leadership role will oversee technician scheduling, dispatch, field team performance, inventory coordination, and subcontractor management. The successful candidate will play a critical role in optimizing operational workflows, ensuring service excellence, and supporting scalable national growth.

What You'll Be Doing:

Operational Leadership

• Demonstrate strong leadership, vision, and collaboration in managing teams and field operations.
• Promote a culture of accountability, safety, and continuous improvement.
• Foster an inclusive and respectful work environment aligned with professional ethical standards.
• Provide constructive feedback and encourage open dialogue on issues critical to organizational success.
• Oversee and coach Field Supervisors and Master Electricians, to ensure effective performance and professional development.
• Ensure that all field work (service, installation, preventive maintenance) is completed efficiently and within established timeframes.
• Conduct and participate in meeting cadence
• Conduct regular site visits to support technicians, meet new customers, and assist sales representatives with project walk-throughs or technical assessments.

Process & Systems Optimization

• Develop and implement standardized processes to improve efficiency, scheduling accuracy, and inventory control.
• Work closely with warehouse and finance teams to ensure proper use of item codes and accurate material tracking.
• Lead continuous improvement initiatives using data-driven insights to enhance service delivery and operational performance.
• Demonstrates strong strategic thinking skills by anticipating operational challenges, identifying opportunities for improvement, and aligning day-to-day activities with long-term business objectives.

Team Management & Development

• Monitor and conduct regular field audits to ensure technician efficiency, safety compliance, quality, and adherence to work procedures are being followed.
• Manage site escalations and provide guidance for resolution.
• Implement and manage a Junior Technician Training Program to develop future field talent.
• Ensure time management, accuracy of ADP timecards, and attendance policies are followed and accurate time tracking for billing purposes.
• Support recruitment, training, and performance management to build a high-performing, accountable team.

Customer & Subcontractor Coordination

• Act as a point of escalation for customer service concerns related to scheduling, job quality, or delays.
• Manage subcontractor relationships and monitor performance against service standards.

Field Service

• Primary point of contact to support estimating.
• Review WIP, both active and escalation boards to ensure Field Service Supervisors have actioned accordingly, daily.
• Review and make plans to improve all KPI pertinent to service department success.
• Work with management and coordinator team to regularly review schedule to ensure maximum efficiency.
• Ensure that work order execution is completed in a professional and accurate manner
• Management of the Fleet program.

What You'll Need to Be Successful:

• Education: Bachelor’s Degree in Engineering, Operations Management, or a related field (required).
• Experience: Minimum of 5 years of management experience in field service operations or a related technical industry (required).
• Proven experience in leading service teams, managing field processes, and implementing efficiency initiatives.
• Strong process-driven and analytical mindset; able to assess data and translate insights into actionable improvements.
• Excellent communication, coaching, and problem-solving skills.
• Familiarity with KPI management, fleet oversight, and customer service standards.

Compensation Range: $130,000