Operations Manager

HRB; Toronto; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An innovative firm is looking for an Operations Manager to enhance operational efficiency through strategic thinking and data-driven insights. This role involves managing remote teams, ensuring KPIs are met, and proactively identifying risks to improve business outcomes. The ideal candidate will have a strong background in operations management, particularly with offshore teams, and possess excellent communication and analytical skills. Join this dynamic organization and play a key role in optimizing processes and driving success in a fast-paced environment.

Qualifications

• 5+ years in operations management with offshore team experience.
• Proficient in productivity and data analysis tools.

Responsibilities

• Develop and implement systems to drive operational efficiency.
• Manage remote teams and ensure adherence to KPIs.

Skills

Operations Management

Data Analysis

Team Management

Process Improvement

Communication Skills

Scheduling Systems

HR Practices

Education

Bachelor’s in Engineering

Master’s in Business Administration

Related Certifications

Tools

Microsoft Excel

Data Collection Software

Job description

Operations Manager

Our client is making breakthroughs in helping people improve their health through nutrition. Their platform is used primarily by healthcare providers who work with conditions like diabetes, hypertension, and obesity, and they have published peer-reviewed papers quantifying the health improvements achieved by their users.

They are seeking an Operations Manager responsible for ensuring efficient operations through the development, implementation, and maintenance of systems and processes. The role requires strategic thinking, attention to detail, and a focus on data-driven insights to enhance operational efficiency. Key responsibilities include managing remote offshore teams, ensuring adherence to KPIs (Access Time, Handling Time, Productivity, Cost Management), and addressing staffing and scheduling in a 24/7 environment. The Operations Manager will proactively identify risks and implement solutions to improve business outcomes with minimal guidance.

The ideal candidate will have experience in building and optimizing processes, troubleshooting operational challenges, and ensuring operations meet or exceed management expectations. The role demands urgency, execution excellence, and full visibility and control over offshore and business operations.

Responsibilities:

1. Operations Management & Monitoring:
   • Develop and implement processes and systems to drive efficiency.
   • Monitor 24/7 operations, ensuring KPI targets are met.
   • Verify adherence to operational guidelines through verification processes.
2. Team & Staffing Management:
   • Manage remote international teams of over 50 staff, overseeing performance, scheduling, and daily activities.
   • Coordinate staffing schedules for continuous coverage.
   • Analyze scheduling data, report to management, and develop strategies for staffing issues.
3. Data Analysis & Reporting:
   • Generate reports from operational and staffing data, providing actionable insights.
   • Conduct audits to ensure data accuracy and process improvements.
   • Monitor scheduling system outputs, troubleshoot issues, and ensure correct inputs.
4. Communication & Coordination:
   • Collaborate with staff and management to resolve operational issues.
   • Provide orientation, training, and support to offshore staff.
   • Develop communication strategies for effective offshore coordination.
5. Process Improvement & Development:
   • Continuously evaluate and improve operational processes aligned with KPIs.
   • Assist in developing guidelines for staffing and operational enhancements.
   • Review and adjust scheduling strategies as operational demands evolve.

Requirements:

• Minimum 5 years in operations management, with experience managing offshore teams remotely.
• Bachelor’s or master’s in engineering/business administration or related certifications preferred.
• Proficiency with productivity and data analysis tools, including Microsoft Excel.
• Excellent communication skills, capable of working across time zones.
• Strong analytical, planning, prioritization, and execution skills.
• Experience with scheduling systems and data collection software preferred.
• Knowledge of HR practices, international labor laws, and Employment Standards Act is advantageous.
• Proven ability to implement new concepts and meet performance objectives.
• Located in the GTA and able to work in the EST timezone, with in-office presence 2x/week.

Nice to have: Prior experience in software or tech operations.