Director, Centre Operations

Alberta Motor Association; Edmonton; On-site; CAD 120,000 - 170,000; Full time

Benefits offered by this job

Health and wellness stipend

Retirement savings plan

Employee discounts

Travel/insurance/membership perks

Professional development

Vacation and personal days

Job summary

Alberta Motor Association seeks a Director, Centre Operations to unify and elevate the retail network across AMA locations in Alberta. The role focuses on consistency, strong internal controls, and seamless member experiences from travel to registries and insurance services.

You will lead governance of SOPs, drive omnichannel initiatives, and guide a high-performing team while partnering with Finance, Risk, Compliance, and Internal Audit to sustain excellence across all centres.

Qualifications

• 10+ years of multi-site retail operations leadership in complex or regulated environments.
• Proven track record of managing operating policies, SOP governance and audit remediation.
• Experience introducing or scaling omnichannel or self-service solutions in physical retail.
• Strong knowledge of internal controls, risk management and loss prevention.

Responsibilities

• Champion the in-centre member experience through retail cohesion and standards across AMA locations.
• Define and maintain operating policies and SOPs for Member Services and Insurance Agency.
• Lead the Centre Visit Guide program to evaluate brand presentation and internal controls.
• Oversee centre appearance, safety, cleanliness and service readiness across Alberta locations.
• Coordinate with Properties to resolve facility, maintenance and security issues.
• Steward retail product portfolio, including vendor management and inventory controls.
• Drive omnichannel innovations like digital queueing and self-service kiosks across centres.

Skills

Multi-site leadership

SOP governance

Internal controls

Audit/compliance

Omnichannel/self-service

Stakeholder management

Integrity and accountability

Job description

Lead CENTRE OPERATIONS. Elevate EXPERIENCE. Make your mark ACROSS ALBERTA.The OpportunityAre you a leader who thrives on bringing consistency and excellence to a dynamic retail environment? Someone who can see both the big picture and the smallest operational detail ensuring every process runs like clockwork?We’re looking for a Director, Centre Operations, to champion consistency and cohesion across AMA’s retail network Travel, Registries, and Insurance Agency locations, ensuring every centre delivers an exceptional member and employee experience. You’ll strengthen internal controls, optimize retail operations, and drive innovation through omnichannel service delivery, all while fostering a culture rooted in integrity, collaboration, and stewardship.If you’re passionate about creating spaces that reflect pride, professionalism, and operational excellence this could be the perfect role for you.A Place to BelongAMA is more than a workplace; it’s a family. Together, we help protect the things that matter most to our more than one million members everything from roadside safety to retail savings, food security to childhood well-being. And with operations that span automotive, registries, travel, insurance, and more, the opportunities to grow with us are almost limitless!Building on a century of proud service in Alberta communities, we’re passionate about making a meaningful difference in the places where we live and work. And that all begins with our people.As part of the AMA team, you’ll enjoy:Competitive salary and flexible benefits, with five packages to choose from and up to $3,000 in health and wellness spending accounts.Employer-paid retirement savings program, including 5% AMA contribution and 5% matching.Employee-exclusive discounts on travel, insurance, memberships, driver education, registry services, and more.Free travel medical insurance for you and your immediate family.Ongoing professional development, with unlimited learning opportunities and dedicated time for personal growth.Paid vacation and personal days, including three weeks of vacation to start, a Me Day, a Volunteer Day, and the option to purchase additional vacation time.Who You AreYou’re a strong retail operations leader who thrives in multi-site retail environments.You’re passionate about delivering modern, elevated, consistent, and brand-aligned member experiences.You understand that great operations are built on solid controls, continuous improvement, and a willingness to consider new approaches in delivering an exceptional member experience.You know how to connect strategy to action and people to purpose.You’re a collaborator who influences through building relationships, not just authority.You lead with integrity, respect, and a genuine desire to make a positive difference.How You’ll Make an ImpactReporting to the Vice President, Operations, you will:Champion our in-centre member experience through retail cohesion and standards by defining and maintaining operating policies and Standard Operating Procedures (SOPs) across Member Services and the Insurance Agency.Ensure compliance and control in cash handling, inventory management, sales transactions, and regulated processes, partnering with Finance, Risk, Compliance, and Internal Audit.Lead the Centre Visit Guide (CVG) program to evaluate brand presentation, operational excellence, and internal control adherence identifying opportunities, coaching leaders, and driving measurable improvement.Oversee centre appearance and presentation standards, ensuring every AMA location reflects our brand values of professionalism, cleanliness, and service readiness.Coordinate with Properties to resolve facility, maintenance, and security issues, ensuring a safe, compliant, and inviting environment for members and staff.Steward our retail product portfolio, including vendor management, inventory levels and inventory controls, and loss prevention practices, to ensure healthy margins and reduced risk. You’ll also ensure we’re being thoughtful and proactive in the high-quality retail products we offer to our members, ensuring value and relevance.Champion omnichannel innovation by introducing digital queueing, self-service kiosks, and online-to-centre service models that create a seamless member experience.Model AMA’s culture and leadership values while fostering a safe, positive, and consistent work environment in every centre across Alberta.What You Bring to the Table10+ years of multi-site retail operations leadership, ideally in complex or regulated industries (Travel, Registries, or Insurance experience is an asset).Proven success managing operating policies, SOP governance, and audit compliance.Experience introducing or scaling omnichannel or self-service solutions in physical retail environments is an asset.Strong knowledge of internal controls, audit remediation, and fraud risk management.Skilled in retail product and vendor management, including margin optimization and inventory governance.Exceptional relationship-building and stakeholder management skills across Finance, Risk, Compliance, Internal Audit, Properties, and Digital teams.A proven reputation for integrity, accountability, and operational excellence.Belonging Matters HereAMA is committed to providing an inclusive, respectful, and accessible environment. If you require an accommodation at any time during our recruitment process, please contact [e-mail]. We’ll work with you feel supported throughout your journey with us.WORK MODEL:In-OfficeWe thank all applicants for their interest; however, only those selected for an interview will be contacted.