Service Delivery Leader

3 weeks ago

Brampton, Ontario, Canada Reliance Home Comfort Full time

About the Role

We are seeking a highly motivated and experienced Operations Director to join our team at Reliance Home Comfort. As a key member of our leadership team, you will be responsible for overseeing the day-to-day operations of our field operations team.

Key Responsibilities

  • Collaborate with local managers to plan, budget, and deliver on profit and loss targets
  • Ensure staffing plans are forecast, updated, and delivered to maximize customer service and meet our service commitments
  • Measure, monitor, and drive achievement of all operational metrics and provide appropriate reporting and analysis
  • Lead and support the development of a growth-through-install mentality that drives customer satisfaction and future business growth
  • Coach and manage a team of technical professionals to maximize their performance, engagement, and achievement of objectives
  • Identify opportunities for establishing relationships with independent HVAC installation contractors
  • Drive excellence through our third-party partners by finding, selecting, and negotiating agreements with partners who are committed to Reliance's strategy and goals
  • Perform regular reviews of cost, quality, safety, and productivity metrics, setting plans and executing these effectively to drive optimal performance of the operations team and third-party partners
  • Partner and collaborate with other stakeholders (quality, project management, training, HR, regulatory) to continually improve team performance
  • Drive a destination-of-choice for team members, customers, and third-party partners by setting a standard of service excellence and engaging team members/third-party partners to support this standard
  • Deliver prompt and efficient resolution to customer inquiries/complaints
  • Ensure exceeding install gross margin

About Us

Reliance Home Comfort is a leading provider of home comfort solutions, serving over 2 million customer homes across North America. We are a trusted source and one of Canada's largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. We are a $1 billion business with 2,600 team members and are growing.

What We Offer

  • The tools you need to succeed, including the tools for the job, as well as training and development programs
  • A successful and knowledgeable team to be part of and learn from
  • Competitive base pay, plus the ability to earn more tied to your success – the only limit is your potential
  • A great benefits plan for you and your family
  • Career paths so you can advance in the company
  • A variety of perks for high-performing team members, including the chance to win and be part of our annual President's Club trip to a tropical destination
  • Award-winning and one of Canada's Most Admired Corporate Cultures with a proudly diverse and inclusive team

What We're Looking For

  • A growth mindset: above all else, we're looking for people who are dependable, ambitious, and want to grow with Reliance
  • You are a determined self-starter with a high degree of integrity, sense of urgency, passion for high performance, and attention to detail who thrives working in a team environment and individually
  • 3-5 years of progressive experience overseeing a field operations team required
  • Knowledge and technical experience within the HVAC and/or water heater industry is required
  • Gas Fitter 2 or 313d license (would be an asset)
  • Sales experience and a demonstrated ability to meet sales quotas would be an asset
  • Demonstrated results in driving process control, productivity/quality improvement
  • Excellent communication (written, verbal, and presentation), interpersonal skills, along with innovative thinking and problem-solving skills
  • Highly motivated to succeed with the ability to build team spirit, motivate team members, and encourage collaboration
  • Professional negotiation skills with the ability to influence and drive change
  • Strong initiative to drive results with speed of implementation
  • Strong ability to develop effective relationships with team, internal, and external stakeholders
  • Ability to challenge the status quo and help drive change
  • Experience in a management role within a unionized environment is an asset

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