Director of Operations

The Good Access Company; Ottawa; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading accessibility solutions provider based in Ottawa is seeking a Director of Operations to enhance service delivery and lead cross-functional teams. The ideal candidate will have over 8 years of managerial experience in fast-paced environments, focusing on operational management and regulatory compliance. You will oversee supply chain, logistics, and ensure excellence in customer service operations. The role offers competitive pay, health benefits, and ongoing training within a mission-driven team.

Benefits

Competitive pay

Health benefits

Paid vacation and holidays

Ongoing training and support

Qualifications

• 8+ years of experience in managerial roles in dynamic business environments.
• Experience scaling operations in growth-stage companies.
• Demonstrated ability to manage operational budgets and layered service lines.

Responsibilities

• Lead a complex operations function within a fast-paced environment.
• Optimize service delivery and elevate performance across all pillars.
• Manage supplier relationships and optimize inventory across all channels.

Skills

Leadership

Communication

Operational management

Cross-functional team management

Inventory planning

Education

Post-secondary degree in Business Administration, Operations Management, or Supply Chain Management

Tools

ERP systems

CRM systems

Job description

JOB POSTING

Job Title: Director of Operations Company: The Good Access Company Location: Ottawa Job Type: Full-Time, On-Site

About Us

At The Good Access Company, we’re passionate about helping people live more independently at home. Based in Ottawa, our dream is to make everyday life easier and safer for our clients by focusing first on their unique needs. We pride ourselves on finding the right mobility and accessibility solutions to increase their independence. We do not believe in the ‘one-size fit all’ approach. We specialize in tailored solutions, including wheelchairs, seating, stairlifts, ramps, and patient lifts. We’re a growing team committed to quality craftsmanship, respectful service, and creating real change for individuals and families across the greater Ottawa area.

Who We Are

We are founded and led by industry veterans with decades of experience, our team pairs craftsmanship with compassion. We value respectful service, quality work, and doing right by clients and caregivers.

About the Role

We’re looking for a Director of Operations to join our team. Reporting to the Founders, this role will lead a complex, high-performing operations function within a fast-paced, growing environment. You will be central to the company’s success, with accountability for optimizing service delivery, strengthening systems and workflows, and elevating performance across all operational pillars.

As a core member of the leadership team, you will provide oversight across supply chain, logistics, regulatory compliance, customer service operations, system integration, and fulfillment innovation. You will be instrumental in scaling operations to support increasing demand across retail and healthcare referral channels, while safeguarding the company’s standards for reliability, safety, and dignity of care.

Key Responsibilities

• Responsible for operations and oversight of teams under Warehouse, Delivery, Customer Service, Service Technician and Inventory.
• Oversight and accountability of developing and executing operational strategies that support growth across retail and referral channels while ensuring efficient, mission aligned processes from procurement to delivery.
• Lead cross-functional operations teams with a focus on performance, specialized training, and a culture of care, professionalism, and client sensitivity.
• Manage supplier relationships and optimize inventory across all channels to ensure product availability, accuracy, and efficient forecasting for mobility devices.
• Ensure compliance with health and safety regulations while overseeing quality control, product inspections, and protocols for device safety, traceability, and recalls.
• Oversee customer service operations, including repairs, warranties, and white‑glove delivery, ensuring timely, empathic support for mobility challenged clients.
• Optimize and integrate ERP, CRM, and inventory systems to automate workflows, enhance tracking, and support seamless online purchasing and self‑service tools.
• Oversee operational budgets, drive cost‑savings initiatives, and monitor key performance metrics to ensure efficiency without compromising safety and service quality.
• Collaborate across departments to support go‑to‑market efforts, coordinate funding processes, and ensure support teams are trained on new products.
• Manage vendor relationships, negotiate agreements, and establish SLAs (Service Level Agreements) to ensure quality, timely delivery, and reliable support from suppliers and service partners.
• Drive innovation in service delivery by exploring new fulfillment models and implementing systems to enhance accessibility, reliability and in‑home setup experiences.

What We’re Looking For

• Possess a post‑secondary degree in a business‑related discipline such as Business Administration, Operations Management, or Supply Chain Management would be an asset.
• 8+ years of experience leading people in managerial roles in a fast‑paced and dynamic business environment.
• Experience scaling operations in a growth‑stage environment, building systems and teams while leading change, navigating ambiguity, and driving operational transformation.
• Experience managing in healthcare and disability services, medical supplies and equipment, or home health care environments/industries.
• Demonstrated ability to manage cross‑functional teams, operational budgets and layered services lines.
• Exceptionally self‑directed and motivated with determination to drive progress and overcome obstacles independently.
• Strong communication and relation‑building skills, with the ability to navigate challenges and influence at all levels.
• Working knowledge of inventory planning, purchasing systems, implementing ERP/CRM systems and forecasting tools.
• Familiar with Canadian regulatory and safety laws.
• Excellent communication, leadership and team‑building skills.
• French speaking, written skills would be an asset.

What We Offer

• Competitive pay
• Health benefits
• Paid vacation and holidays
• Ongoing training and support
• A tight‑knit, mission‑driven team

Equal Opportunity

The Good Access Company is an equal opportunity employer. We welcome diverse applicants and provide accommodations throughout the hiring process. Please let us know if you need support.

Sound like a good fit?

We’d love to hear from you! Send your resume and a short note about why you’re interested to [e-mail] or apply directly through our website at www.goodaccess.ca