Operations Manager

**About CSN Collision Centres**

CSN Collision Centres safely repairs more than 200,000 vehicles a year helping Canadians get back on the road with the trust and comfort of knowing their vehicle has been returned to like new condition. Since 2002, CSN has grown to become the leader in collision repair with 230+ collision repair centres across Canada.

**Summary**

The Operations Manager will have direct oversight of CSN Collision’s concept collision center’s overall performance and will be responsible for developing and testing programs in the concept stores that can be deployed network wide. The position reports directly to the Director of Field Operations and will work with other key stakeholders within CSN Collision Management. The Operations Manager will have accountability for concept store sales, financials, customer service, human resources, training, safety, and day-to-day operations. They will work with the collision center manager to coach, mentor, and train collision center staff in using CSN systems and processes as well as pilot new corporate initiatives, document results and work with training department and other business units to develop network wide offerings.

**_ Primary Objectives of the Operations Manager:_**

Concept Store Responsibilities
- Ensure all test pilot initiatives are well planned, ensure shop management is trained to assist in the implementation, measured, documented, and communicated to the applicable CSN departments
- Work with the Training and Development department on developing training, templates, resources, and other offerings that can be offered to the CSN Network at large Utilize the learnings from the CSN Concept store(s) in development and delivery of possible performance-based meetings, groups, or other methods of delivering offerings/trainings to the CSN network

Sales and Financials - Establish, Meet and Exceed Financial Goals
- Manage and work with CSN Finance department to report the performance and profitability of the facility monthly or as required.
- Review the P&L with appropriate staff and key stakeholders to ensure all are working toward a common goal.
- Establish, along with the shop manager and key stakeholders at CSN, the shops long-term and short-term goals to ensure business direction is met, both from a monetary and professional viewpoint
- Establish and monitor, with the support of the shop manager, the shop profit goals that reflect a standard overall gross profit as well as KPI performance.
- Support the shop manager in addressing financial areas of concern for the facility; regularly evaluate business performance by monitoring.
- Gross profit margins
- Overhead budget and net profits
- Closing ratio
- AR /AP
- Touch Time
- Establish and monitor overhead budget that will not exceed identified percentage of total sales and reflects the controlled operating expenses.

Customer Service
- Support the shop manager in setting of shop standards of excellence, utilizing CSN standards and systems and ensure the shop manager continually strives to improve levels of customer service and satisfaction. Establish, communicate, and review with the shop manager the Concept Stores Google review standards to ensure the shop meets or exceeds goals and follows up on substandard reviews.

Human Resources and Safety
- Supports the shop manager(s) in the hiring, training, development, corrective action, and termination of all associates of the corporately owned facilities.
- Ready and able to support the shop when personnel vacancies exist.
- Supports the shop manager in planning for and conducting shop meetings to train and inform staff of upcoming events, projects, and initiatives.
- Oversee and support shop manager’s management of all complaints and disputes tied to the facility including staff disputes and customer-related disputes. Accountable for escalated or complex issues.
- Monitor to ensure that all staff receive the required safety training as part of their orientation process
- Work with shop manager to Identify, establish, and implement monitoring mechanisms to measure departmental performance; review profitability reports, and support shop manager in setting corrective action plans for substandard work and low performance areas.
- Ensures shop manager(s) evaluate employees on an ongoing basis to improve entire staff; follows bi-annual CSN performance review process, set goals for improvement, and identifies/offers training opportunities.
- Oversight of maintaining all required government safety standards.

Day to Day Operations
- Review reporting provided by the shop manager on closed repair orders for quality, reporting and management issues.
- Supports shop manager in maintaining local licenses and permits required to operate the business.
- Provide backup for shop manager regarding administrative tasks and works with shop manager to ensure administrative tasks are distributed with staff skill sets in mind.
- Monitor store quality by periodica