Director, Operations

1 week ago

Old Toronto, Canada Change Connect Full time

Our client, a trusted leader in health & safety training, products, and consulting, is an innovative and flexible company providing organizations with comprehensive lifesaving and injury prevention programs. As a one-stop shop for safety needs, they are seeking a Director, Operations to join their team.

Duties and Responsibilities

Customer Service and Client Relationship Management:

  • Oversee all customer service operations for timely issue resolution and effective client support.

  • Develop and implement strategies to build and maintain strong client relationships, focusing on satisfaction and retention.

  • Monitor customer feedback, analyze metrics for improvement opportunities, and provide regular reports to senior management on customer satisfaction metrics and retention strategies.

  • Manage customer bookings for both private and public courses across various training programs, ensuringseamless coordinationand delivering exceptional service.

  • Monitor customer feedback, analyze metrics for improvement opportunities, and provide regular reports to senior management on customer satisfaction metrics and retention strategies.

Instructor/Trainer Management:

  • Manage recruitment, onboarding, and performance evaluation of contracted instructors, ensuring quality delivery of training programs.

  • Oversee scheduling and assignments for instructors across departments to maintain program coverage.

  • Oversee the development of training materials and confirmation on the industry updates by utilizing the internal and external resources, (including legislative and regulatory updates such as WSIB, Health Canada, MLITSD), evaluate instructor performance, and deliver regular reports to senior management on program performance and improvements.

  • Create and monitor an annual public course training calendar in geographical areas to ensure profitability.

E-solution Development and Delivery for Training Materials:

  • Spearhead the development and deployment of engaging e-learning solutions, collaborating with instructors for interactive modules.

  • Ensure user-friendly and accessible e-learning platforms, analyzing feedback for continuous improvement.

  • Establish KPIs, provide training/support, and report to senior management on platform utilization and compliance.

  • Conduct pricing strategies, including thorough competitive analysis, to ensure competitive positioning and profitability within the market.

Occupational Health and Safety Product Fulfillment:

  • Oversee fulfillment across departments, together with suppliers and vendors to ensure timely delivery of products and maintain optimal inventory levels.

  • Oversee the logistics and shipping process, including tracking shipments, resolving shipping issues, and managing returns or exchanges.

  • Collaborate with sales and marketing teams to promote occupational health and safety products and drive sales growth.

  • Manage procurement and maintain inventory levels to ensure operational efficiency and cost-effectiveness.

General Management:

  • Ensure all department coordinators complete all their tasks as per the company’s procedures and standards of quality.

  • Manage performance through regular evaluations and constructive feedback sessions, fostering a culture of continuous improvement.

  • Provide positive employee relations by promptly addressing concerns and promoting open communication.

  • Encourage flexibility among team members by accommodating diverse needs and adapting to changing priorities.

Knowledge, Education and Experience Required:

  • Bachelor's degree in business administration, management, logistics, e-learning development, or related field.

  • Minimum of 5+ years of experience inoperations management, including customer service management, supply chain management or relevant field.

  • Proven track record of successfully developing and implementing strategies, managing teams, and driving continuous improvement.

  • Ability to quickly process information and make decisions.

  • Thorough understanding of local regulations, requirements and industry standards ofhealth & safetyproducts & training.

  • Excellentorganizationaland project management skills.

  • Ability to manage time effectively, set priorities and meet deadlines

  • Ability to learn and adapt to change

  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization.

  • Excellent mentoring, coaching and people management skills.

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