Operations Manager

LEARN, DEVELOP AND GROW - WITH RELIANCE
By joining Reliance as an Operations Manager, you become part of an organization that is committed to delivering exceptional experiences for our customers and will support you to be your best.
What will you do?
- Collaborate with the region’s Operations Managers to plan, budget and deliver on operational objectives
- Instill a culture and understanding of the imperativeness of Health & Safety in the region, ensuring adherence to H&S practices and policies
- Be the regional champion for Customer Experience ensuring that the managers, culture and processes drive customer experience improvement
- Responsible for monitoring, measuring and implementing best practice initiatives to ensure that Productivity improvements are realized across all metrics
- Lead and support the development of a mentality that drives Growth through Service and improves on technical lead and conversion rates
- Instill controls and practices in Inventory management to optimize product/part availability while understanding usage of each item
- Oversee the Capital budget for the region by monitoring and optimizing capital costs
- Optimize Workforce Planning/call allocation to maximize Customer Experience while maintaining budgeted costs
- Align the above objectives to ensure achievement of the planned Margins for the various businesses and the overall region
- Manage the region’s online reputation by ensuring completion of customer reviews and response to customer issues and concerns
- Set and monitor manager performance objectives, goals and criteria; evaluate performance through quarterly performance reviews identifying opportunities for growth and development
- Perform regular reviews of cost, quality, safety, customer experience, growth and productivity metrics, setting plans and executing these effectively to drive optimal performance of the operations team and 3rd party partners through goal setting, observation, coaching and reviews
- Build a strong operations team by continual improvement in hiring, on-boarding, training and development of talent
- Research and implement company and industry best practices to drive performance improvements
- Work with Marketing and Sales on the introduction and operationalization of new products and services.

What do you bring?
- Minimum of 5 years’ progressive general management or operational experience within an organization that provides services to the consumer sectors; preferably within the HVAC market
- Demonstrated strong business acumen, attained through completion of a business degree or related experience, with the ability to contribute to the development and execution of strategic plans. Post-secondary business education preferred
- Results oriented with a robust operational knowledge; demonstrated ability to consistently meet or over-achieve business growth and profitability targets
- Demonstrated results in driving process control, productivity and 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 others for operational improvement
- Ability to move an idea to implementation with thoroughness and speed
- Strong ability to develop effective relationships with team, internal and external stakeholders
- Ability to challenge the status quo and bring about positive change

Why Reliance?
Headquartered in Toronto, Reliance is the industry leader in providing home comfort solutions to over 1.9 million customers across North America. Reliance provides reliable home heating, cooling, hot water, water purification, electrical, plumbing & Smart Home products & services.
Each day, our Team Members are dedicated and focused on delivering an outstanding customer experience, developing top talent and giving back to the communities where we live and work. Reliance is an $900 million business with over 2,400 Team Members and growing We are proud to be recognized by Waterstone Human Capital Ltd. as Canada's 10 Most Admired Corporate Cultures.