Associate Director - Field Operations

GlobalFaces Direct; Toronto; Ibrido; CAD 90.000 - 115.000; Tempo pieno

Descrizione del lavoro

GlobalFaces Direct is seeking an Associate Director of Field Operations to bridge tactical field administration with strategic leadership for our North American sales force. You will oversee activations, logistics, payroll processing, and office onboarding while driving automation, portal development, and cross‑functional integration with IT, Finance, Data and HR.

This role requires 4–7 years of leadership in field or sales operations in a high‑volume environment and a track record of scalable

Competenze

• 4–7 years of progressive leadership in Field Operations, Sales Operations, or Operations Management within a high-volume environment.
• Experience coordinating multi-unit operations with tight deadlines and accuracy.
• Ability to design scalable systems, portals, and automated workflows.

Mansioni

• Lead Operational Team Leadership & Governance with clear metrics and escalation paths.
• Oversee Payroll, Invoicing & Financial Controls in partnership with Finance.
• Drive Strategic Process Automation and Portal development (Alta Flow to custom portals).
• Manage Field Infrastructure & Territory Management across North America.
• Coordinate Cross-Functional & Client Ops Integration with IT, Finance, HR and Sales leadership.
• Plan Field Events and Recognition initiatives to boost engagement and morale.

Conoscenze

Leadership

Field Operations

Sales Operations

People Management

Strategic Planning

Strumenti

Alta Flow

OM Portal

Descrizione del lavoro

Job Summary

Associate Director , Field Operations

Net new Role

Salary Range: 90K to 115K

Reports To: Senior Vice President, Sales Operations & Fundraiser Retention

Location: Toronto

Hybrid (2-3 onsite)

Team: Directly manages Field Operations Manager; oversees 2 Field Coordinators

Role Summary

The Associate Director of Field Operations bridges tactical field administration and strategic operational leadership. This role is responsible for the overall execution, continuous improvement, and scalability of the field operations infrastructure supporting our North American sales force.

While maintaining oversight of essential daily operations—including activations, tablet/gear logistics, territory tracking, and payroll processing, the Associate Director shifts the department focus toward strategic process automation, workflow optimization, and cross-functional integration with IT, Finance, Data, and HR. This role develops the systems, portals, and operational policies that allow our field offices to scale efficiently without increasing administrative friction.

Key Responsibilities

• Operational Team Leadership & Governance: Direct, mentor, and build accountability across the Field Operations team. Establish performance metrics, workload distribution, and escalation pathways for daily field issues.
• Strategic Process Automation & Systems (Alta Flow / OM Portal): Lead the strategy, development, and continuous improvement of operational portals. Drive form migrations from current document automation platform (Alta Flow) to custom portals, troubleshoot automated workflows, and partner with IT/QA test offices to deploy new technologies.
• Field Infrastructure & Territory Management: Oversee office lifecycle management across North America. Work with Client Success Managers and field leadership to manage team/campaign assignments, territory follow-ups, and new office onboarding routines.
• Payroll, Invoicing & Financial Controls: Own backend operational payroll inputs and agency pay workflows in partnership with Finance. Supervise US/Canadian invoices, payment and pay validations as well as agency pay file accuracy.
• Cross-Functional & Client Ops Integration: Be the primary operational liaison for CAB meetings, welcome communications for new charities, and new client onboarding. Partner with the Senior Operations Business Partner and functional SVPs to align field systems with broader business goals.
• Field Events & Recognition Initiatives: Lead operational logistics and planning for major company events (Field Summit). Direct the Sales Ops Awards and manager recognition programs to drive engagement, retention, and field morale.

Success Metrics (KPIs)

Key metrics include driving user adoption for form migrations and custom portal tools, alongside maintaining high operational SLA performance across activations, logistics, and office setup. Additionally, the role will be measured on ensuring payroll and financial disbursement accuracy, while maintaining strong Field Manager satisfaction scores.

Your Experience and Training

• 4–7 years of progressive leadership in Field Operations, Sales Operations, or Operations Management within a high-volume, multi-unit sales environment.

Your Knowledge, Skills and Abilities

• Demonstrated ability to manage high-volume tactical tasks (payroll, code setups, gear logistics) while simultaneously designing scalable long-term systems and portals.
• Proven ability to lead, coach, and elevate direct reports, shifting team culture from reactive troubleshooting to proactive operational management.
• Exceptional communication skills to collaborate effectively with IT, Finance, HR, CSMs, and executive leadership.

Your Technical Skill

• Deep familiarity with process automation tools (Alta Flow or similar workflow engines), custom portal development workflows, IT collaboration, and data accuracy management.

GlobalFaces Direct uses Workwolf’s AI-enabled tools to sort and screen applications based on job-related criteria. All hiring decisions involve human review.