Operations Manager

**Reporting Relationship**: The Operations Manager reports to the Director of Collision Centres

**Job Summary**:
We are seeking a hands-on, results-driven Operations Manager to support the performance and day-to-day operations of Birchwood’s growing network of Collision Centres. This newly created role will report to the Director of Collision Centres and work closely with Collision Centre Managers across three locations to ensure consistency, efficiency, and excellence in all aspects of our operations.

**About the Role**:
The Operations Manager will play a key role in executing our business strategy by overseeing shop operations, optimizing workflows, maintaining quality standards, and supporting the performance of our Collision Centre Managers. This role ensures alignment with Birchwood operational goals, reinforces best practices, and contributes to delivering an exceptional experience to both team members and customers.

**Key Responsibilities**:
**Operational Support & Oversight**
- Monitor daily operations across all Collision Centre locations to ensure consistency with company standards and processes.
- Support Collision Centre Managers in managing workflow, resource planning, repair timelines, and performance metrics.
- Identify and resolve operational roadblocks, inefficiencies, or bottlenecks.
- Reinforce standard operating procedures (SOPs) for repairs, estimates, and customer service.

**Team Leadership & Coaching**
- Provide guidance, mentorship, and hands-on support to Collision Centre Managers.
- Assist in performance management, team member development, and shop-level problem solving.
- Foster a culture of collaboration, accountability, and operational discipline across locations.

**Quality, Compliance & Safety**
- Ensure repair work meets OEM, I-CAR, and insurance partner standards.
- Support internal audits and compliance with safety and environmental regulations.
- Reinforce quality control practices to minimize rework and drive customer satisfaction.

**Customer Service Excellence**
- Monitors service delivery and support Collision Centre Managers in handling escalated customer concerns.
- Collaborate on initiatives to improve the customer experience and maintain high satisfaction scores.

**Continuous Improvement**
- Identify areas for process improvement, cost control, and workflow optimization.
- Support the rollout of new technologies, tools, or initiatives introduced by the Director.
- Analyze operational performance metrics and implement corrective actions where needed.

**Qualifications & Experience**

**Required**:

- Minimum 5 years’ experience in the automotive collision sector, with progressive leadership in Collision, Fixed Operations, or Service Management.
- Proven track record of operational excellence and managing shop-level teams
- Strong understanding of collision repair processes, estimating, and repair planning.
- Ability to work cross-functionally and lead through influence.

**Preferred**:

- Experience overseeing multi-location operations.
- Familiarity with lean principles and continuous improvement practices.
- Proficiency with estimating systems, shop management software, and DRP requirements.

**What Birchwood Can Offer You**:

- Competitive compensation - in addition to salary, many roles have bonus and commission incentives that reward you for success
- Full benefits package including vacation time, company-paid extended health, dental/vision coverage, and employee assistance - with flex plan options
- RSP Matching program - Birchwood will match up to $5,000 of your regular earnings after 1 year of employment
- Employee referral bonus program - refer your friends to Birchwood and receive a referral bonus
- Career development opportunities & internal promotions
- Learning & development opportunities
- Wellness program
- Corporate discounts & group savings plan
- Volunteer program - Dollars for Doing
- Company events - Birchwood Bucks, Circle of Excellence, holiday parties

Birchwood is Manitoba’s largest automotive retailer. Our 24 franchises are in addition to four state-of-the-art collision repair centres and four Birchwood Credit Solutions locations. We offer sales, services, and parts to meet our customers’ automotive needs. We’re a recognized leader in the retail automotive industry, not only for our diverse workforce reflecting our community, but also for our unparalleled commitment to team members, customers, partners, and neighbourhoods. At Birchwood, our days begin and end with gratitude, personal leadership, trust, respect, continuous improvement, and generosity.