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Manager, Operations Strategy
2 weeks ago
**Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer's homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people's careers.
Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.
Position: Manager, Operations Strategy & Projects
Status: Regular, Full Time
Department: Field Operations**
Reports to: Vice President, Field Operations – Plumbing, Electrical, Water Treatment & HVAC
Summary
Enercare is seeking a strategic, data-driven leader to champion the rollout and adoption of a new Management System across Plumbing, Electrical, Water Treatment, and HVAC operations in Ontario and Western Canada. This role will also lead KPI development, reporting gap resolution, and strategic planning to improve business performance, reduce attrition and collections, and elevate customer service excellence.
Responsibilities
- Lead the implementation of the management system framework across all field functions, ensuring consistent understanding and application.
- Partner directly with Field Managers and Regional Leaders to embed the management system into daily operations, coaching them on performance data and recognition practices.
- Facilitate monthly team talks and recognition cycles, ensuring KPIs are selected, tracked, and celebrated across all regions.
- Expand recognition framework to include install, plumbing, and electrical teams, ensuring no group is left behind.
- Lead the development of Executive Dashboards, collaborating with internal reporting teams and IT to build and refine KPIs.
- Ensure dashboards are intuitive, accessible, and aligned with operational priorities. Support migration to Microsoft Fabric and Power BI environments.
- Lead the creation of new KPIs tailored to Western Canada's HVAC operations, ensuring regional nuances are captured and communicated effectively.
- Identify gaps in KPI reporting and accessibility across PEW and HVAC operations, particularly where data is not consistently available to managers and technicians.
- Drive adoption of new reporting tools and dashboards by field teams through training, communication, and ongoing support and influence
- Develop strategic recommendations and action plans to address underperformance and optimize operational outcomes.
- Consult with third party vendors on process and system enhancements, ensuring that process efficiency is maximized.
- Create executive-level presentations for Monthly Business Reviews (MBRs), strategic planning sessions, and board updates.
- Contribute to Enercare's 2025 strategic priorities by leading and supporting various projects that drive continuous improvement and operational success.
- Supporting business growth by enabling performance visibility and recognition across all field teams.
Qualifications
- Bachelor's degree in business or equivalent work experience.
- 8+ years in field operations, performance management, or operational excellence roles.
- Strong understanding of technician workflows and KPIs in Plumbing, Electrical, Water Treatment, and HVAC.
- Demonstrated experience implementing process change, supported by appropriate management systems to drive success.
- Experience with Power BI, Excel, and data visualization tools.
- Advanced analytical skills and experience with data decision making practices.
- Proven ability to lead change management and training initiatives.
- Familiarity with Enercare systems (IFS, Clarify, Intuitive) is an asset.
- Strategic thinker with a hands-on approach to execution.
- Passionate about performance improvement and frontline engagement.
- Collaborative, empathetic, and able to influence across levels.
- Comfortable navigating ambiguity and driving clarity through structure.
- Strong communication and presentation skills, with experience engaging executive stakeholders.
Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare's recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant's accessibility needs due to disability and are available upon request.
