Operations Manager

Position Summary

The Operations Manager is responsible for the day-to-day leadership and performance of Impact Diesel Performance, overseeing the people, workflow, customer experience, and operating systems that support commercial service and fleet maintenance requirements.

Working closely with senior leadership, this role provides leadership across service, parts, and the shop floor while ensuring commercial customer work and fleet maintenance requirements for a related company are scheduled and completed effectively. The Operations Manager maintains a strong understanding of shop capacity, technician productivity, work in progress, and operational performance while creating the structure and accountability required for consistent execution.

This is a hands‑on leadership role for someone who understands the heavy‑duty service industry and can move comfortably between operational decisions, employee leadership, customer conversations, and performance planning. The Operations Manager is expected to know what is happening across the operation, recognize where attention is required, and have the experience and judgment to act.

Why the Role Exists

The Operations Manager provides the dedicated day‑to‑day leadership needed to move the operation forward. Immediate priorities include improving shop workflow and labour utilization, completing the adoption of new shop management technology, creating better visibility into work in progress and performance, strengthening accountability, and balancing commercial customer service requirements with the fleet maintenance needs of a related company.

As the operation develops, this role will contribute to planning, budgets, performance targets, process improvement, and decisions that support the continued growth of the service business.

Reporting Relationship and Team Context

Reporting to senior leadership, the Operations Manager leads the day‑to‑day operation of Impact Diesel Performance and works closely with employees across service, parts, and the shop floor.

The role is responsible for balancing commercial customer commitments with the fleet maintenance requirements of a related company and available shop capacity. This requires regular communication across the business to ensure priorities are understood, resources are being used effectively, and work continues to move.

The Operations Manager is expected to maintain regular communication with senior leadership while independently managing day‑to‑day operational matters. Larger decisions, emerging concerns, business performance, and priorities requiring additional direction should be brought forward for discussion.

Operational Leadership & Shop Performance

• Lead the day‑to‑day operation of the business, establishing the structure, priorities, and accountability required for consistent performance.
• Oversee shop workflow, scheduling, labour utilization, capacity, and work in progress to ensure work moves efficiently from intake through completion.
• Coordinate commercial customer work and fleet maintenance requirements, balancing shop capacity, technician workload, and service priorities.
• Monitor productivity and turnaround times, identifying opportunities to maximize billable hours and improve shop utilization.
• Ensure repairs and maintenance are completed safely, efficiently, and to established quality standards.
• Maintain high expectations for shop organization, cleanliness, equipment, and overall facility presentation.

People Leadership & Culture

• Provide visible, consistent leadership across service, parts, and the shop floor.
• Establish clear expectations, create accountability, and coach employees through performance challenges while recognizing and developing strong performance.
• Strengthen communication and collaboration across teams, helping employees operate as one integrated business.
• Lead employees through change with credibility, patience, and sound judgment.
• Support recruitment, onboarding, development, and performance management as the organization continues to evolve.
• Build a workplace culture centred on accountability, teamwork, customer service, and continuous improvement.

Customer Experience & Business Development

• Build and maintain strong relationships with customers, suppliers, and other business stakeholders.
• Ensure customers receive timely, clear communication regarding estimates, timelin