Chief Operating Officer, Growth & Operations

Onni Group of Companies; Vancouver; On-site; CAD 175,000 - 250,000; Full time

Job summary

GreyOwl is seeking a Vice President, Operations or COO for its Canadian operations to assume overall leadership of day-to-day operations and guide its next growth phase. The role requires strategic oversight, process optimization and the ability to scale while preserving responsiveness and innovation.

The successful candidate will partner with senior leadership, drive performance metrics and leverage technology to enhance service delivery across North America.

Qualifications

• Significant progressive leadership experience overseeing operations within a technology, Managed Services, IT services or similarly complex service organization.
• Experience leading multiple operational functions, teams and managers with responsibility for overall business performance.
• Demonstrated ability to structure, professionalize and scale an organization while preserving entrepreneurial speed and client responsiveness.
• Strong understanding of Managed Services and recurring service-delivery environments.
• Experience with technology-enabled operations, process automation and modern business systems.
• Genuine interest in emerging technology, including practical applications of AI and automation.
• Strong financial and commercial acumen, including budgeting, forecasting, operational metrics, margins and resource planning.
• Demonstrated experience improving processes, productivity, accountability and service quality.
• Experience supporting organizational growth, new client onboarding and expansion into new markets or service offerings.
• Strong leadership and people-development capability.
• Excellent judgment and the ability to make decisions in a fast-moving environment where not every problem comes with an established process.
• Exceptional communication skills with the ability to work effectively with ownership, senior executives, technical professionals, operational teams, clients and external partners.
• Highly proactive, solutions-oriented and comfortable taking ownership of difficult or ambiguous problems.
• A strong bias toward execution — someone who moves from identifying an issue to determining the solution and ensuring it gets done.
• Experience within commercial real estate, property technology, building technology, smart buildings, security systems or technology supporting multi-site property portfolios would be highly valuable.

Responsibilities

• Lead the Operation: Provide overall leadership and direction for operational functions; oversee day-to-day service delivery and performance; establish operating structures and accountability; build a disciplined operating rhythm; drive issue resolution; maintain responsiveness and flexibility for clients.
• Build a More Efficient and Scalable Organization: Assess workflows, systems and structure; design processes to improve productivity and service quality; identify bottlenecks and redeploy resources; develop scalable systems for growth; establish meaningful metrics and dashboards.
• Drive Technology and Innovation: Champion technology, automation and AI; identify opportunities to automate repetitive work; collaborate with tech leadership to evolve the platform; translate new tech into measurable business value.
• Strengthen Service Delivery: Focus on client experience and service standards; ensure support functions deliver; create escalation and resolution processes; drive ongoing service improvements.
• Help Grow the Business: Develop and execute growth strategy with senior leadership; align operational plans and staffing with growth; evaluate new markets, services and partnerships; enable onboarding of new clients.
• Lead People and Performance: Coach and develop operational leaders; set clear expectations and accountability; assess capacity and staffing needs; foster a culture of urgency and collaboration.
• Financial and Business Management: Partner on operating plans, budgets and forecasts; monitor costs and margins; use data to guide decisions; report on performance and opportunities.

Skills

Operational leadership

Multi-function leadership

Strategic planning

Managed Services knowledge

Technology-enabled operations

Automation & AI awareness

Financial acumen

Process improvement

Growth & onboarding

People development

Decision making

Executive communication

Execution bias

Client-focused leadership

Commercial mindset

Job description

GreyOwl is seeking a Vice President, Operations or COO for its Canadian operations to assume overall leadership of day-to-day operations and guide its next growth phase. The role requires strategic oversight, process optimization and the ability to scale while preserving responsiveness and innovation.

The successful candidate will partner with senior leadership, drive performance metrics and leverage technology to enhance service delivery across North America.