Contractor Manager, Operations

3 weeks ago

Burlington, Canada Reliance Home Comfort Full time

By joining Reliance as aContractor Manager you’ll become an important team member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth, and we encourage it by rewarding our Team Members for their success in many ways. If you’re ready to find your limitless – join us

The Opportunity

Lead and develop a high-performance team consisting of Contractor Partners. Reliance is known for having the best trained technical experts in the business and your primary goal is to unleash the potential of each of your Contractors to overachieve in their objectives every day.” Working above the Line”


The Contractor Manager is accountable for planning, managing and continually improving to ensure that the Customer Experience, Growth, Productivity and Financial Objectives are driven to a standard of excellence for field operations through regular coaching and collaboration with Contractor Partners.

What will you do?

  • Learn and grow as an important part of a team that cares about Reliance and its customers.
  • Collaborate with the Operations Managers within your division 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 a champion for Customer Experience ensuring that the contractors follow the standard operational processes to drive customer experience improvement
  • Responsible for monitoring, measuring, and implementing best practice initiatives to ensure that Productivity improvements are realized across all metrics with the contractor workforce
  • Lead and support the development of a mentality for the contractors that drives Growth through Service and improves on technical lead and conversion rates
  • Instill contractor controls and practices in Inventory management to optimize product/part availability while understanding usage of each item
  • Optimize Workforce Planning/call allocation for contractors 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 we offer?

  • A comprehensive benefits package and group savings plan
  • Ability to win a President’s Award along with a fully inclusive trip for two
  • Ongoing leadership, training, and support
  • Cross-functional career opportunities
  • Relocation opportunities
  • Constant internal promotional opportunities
  • Individualized career progression plans
  • And award-winning and one of Canada’s Most Admired Corporate Cultures with a proudly diverse and inclusive team

What do you bring?

The ideal candidate possesses the following educational background and skill set:

  • A growth mindset: above all else, we’re looking for people who are dependable, ambitious and want to grow with Reliance
  • Possess a business degree or equivalent work experience
  • Achieved 3-5 years of successful operational leadership experience against formalized corporate objectives
  • Understanding and experience with HVAC, Plumbing and Electrical preferred
  • Knowledge of Provincial Regulatory codes & regulations preferred.
  • Demonstrated ability to extract the full potential of technical professionals through development and leadership
  • Ability to retain and attract top talent Contractor Partners
  • Strong competitive awareness with the ability to coach accordingly
  • Introduce new initiatives to maintain further growth
  • Create alignment between corporate goals and contractor objectives
  • Heightened sense of self-awareness and emotional intelligence
  • Demonstrate a strong verbal and written communication skillset
  • Ability to Multitask and balance multiple activities in a fast-paced environment

Key Responsibilities

  • Collaborate with all local Manager(s) to plan, budget, and deliver on Profit & Loss targets
  • Drive excellence through our 3rd party partners by finding, selecting, and negotiating agreements with partners who are committed to Reliance’s strategy and goals. Manage these relationships to ensure they deliver on all our key metrics and standards
  • Compile weekly reporting of defined Contractor Key Performance Indicators
  • Perform regular reviews of cost, quality, safety, and productivity metrics, setting plans and executing these effectively to drive optimal performance of Contractor partners through goal setting, observation, coaching and reviews
  • Develop and maintain relationships within all areas of the business
  • Develop any potential sales or customer service opportunities to maximize portfolio growth
  • Ensure capacity plans are forecasted, updated, and delivered to maximize customer service and meet our service commitments
  • Coordinate Contractor Partner training sessions, where necessary
  • Partner and collaborate with other stakeholders (i.e., Quality, Project Management, Training, HR, Regulatory) to continually improve performance
  • Drive ‘Destination of Choice’ for Contractor Partners by setting a standard of service excellence and engaging partners to support this standard
  • Ensure Inventory control is properly managed
  • Perform weekly onsite visits with contractor partners for observation and/or coaching opportunities.
  • Perform other job-related duties as assigned
  • Provide & support training and mentoring of Contract Managers in other Reliance regions
  • Must be able to travel within Ontario to other Reliance branches periodically

Why Reliance? Reliance is the industry leader in providing home comfort solutions and we do just that in over 2 million customer homes across North America. Reliance is a trusted source and has become 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. Reliance is a $1 Billion business with 2,600 Team Members and we’re growing We’re proud to be recognized as one of Canada’s 10 Most Admired

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