Operations Manager - Ontario

WS Audiology; Toronto; Hybrid; CAD 73,000 - 85,000; Full time

Job summary

A leading healthcare provider is seeking a full-time Operations Manager for their HearCANADA retail team in Toronto. This hybrid role involves overseeing new clinic operations, ensuring teams exceed KPIs, and facilitating the opening of new locations. The ideal candidate has multi-site operations experience, strong analytical skills, and leadership abilities. The position comes with a competitive salary, bonuses, and comprehensive benefits. Join us to provide exceptional hearing care and experiences!

Benefits

Comprehensive compensation package

Vehicle allowance

Health, dental, and vision benefits

RRSP with employer matching

Educational assistance program

Mentorship and professional development

Qualifications

• 3+ years of experience in retail and/or clinic operations.
• Experience opening new locations is an asset.
• 2+ years in multi-site team leadership.
• Comfortable with data analysis and KPI monitoring.
• Willingness to travel frequently throughout Canada.

Responsibilities

• Oversee operations in assigned HearCANADA clinics.
• Develop standard operating procedures for clinics.
• Support initiatives like new product launches.
• Provide KPIs updates and performance trend analysis.
• Assist with clinic build-out plans and integrations.

Skills

Operational leadership

Data-driven decision making

Relationship building

Analytical mindset

Communication skills

Tools

MS Office Suite

CRM systems

POS systems

Job description

Part of WSA, HearCanada bolsters a world‑class team of hearing care professionals who share a passion for providing Wonderful Sound for All. With 60% of the Canadian population experiencing a type of hearing health issue in 2021, our teams are passionate about providing an exceptional client experience through their hearing journey, going above and beyond to provide relevant and meaningful solutions.

About the role

We’re seeking a full‑time, permanent Operations Manager to join our HearCANADA Retail Greenfield (new clinics) team! This position supports the operations of new HearCANADA clinics across the country. Reporting to the Divisional Sales Director, you will bring multi‑site operations experience from either a retail or clinic setting (huge asset if you have operations experience from retail + healthcare!) to our team. You have an analytical and methodical approach and experience with empowering teams to exceed KPIs and targets while providing support and data‑driven recommendations.

This is a hybrid position based in the Greater Toronto Area (or within commuting distance to the GTA). Frequent travel of ~60% throughout Canada will be required (Ontario will be the dominant area for travel but some air travel to other provinces can be expected).

What you will do

• Oversee all operational aspects within assigned HearCANADA clinics including supporting clinic staff with training, coaching, and development; participate in performance‑related discussions and hiring decisions alongside the Divisional Sales Director as appropriate.
• Create, establish, and maintain standard operating procedures (SOPs) for your assigned clinics. This includes, but is not limited to, schedule management, patient recall process, patient database and files, etc.
• Provide operations support for clinical and company‑wide initiatives such as new product launches, toolkit additions, pricing updates, and customer events.
• Understand and stay abreast of industry trends and changes and implications to centre operations.
• Provide regular updates on key performance indicator (KPI) trends and results of initiatives/projects.
• Document centre needs and risk analysis to support project management in executing successful clinic relocations, buildouts and closures.
• Support successful integrations for acquisitions.
• Assist with build‑out plans for net new clinics ("Greenfields") including competitive intelligence, networking and community‑based marketing initiatives, sales forecasting, set‑up, and other operational aspects.
• Maintain constant communication with centre staff and managers to have a holistic view of clinics' unique challenges, successes, and areas for improvement.

What we are looking for

• 3+ years of proven success in a retail and/or clinic operations role.
• Experience with opening of new locations is a definite asset.
• 2+ years of experience providing operational leadership, training, coaching, and development, ideally to multi‑site teams.
• Experience in a data‑driven environment and monitoring KPIs (key performance indicators).
• Technical acumen and comfortability in adopting and leveraging tools and software.
• Experience with MS Office Suite, particularly Outlook, Teams, Excel, and SharePoint.
• Experience with CRM, POS, and/or EMR systems reporting and extracting data.
• Experience with operations for net new locations is a definite asset.
• Demonstrable ability to build strong relationships with internal/external customers and other stakeholders, including successful guidance with change management.
• Superior oral and written communication skills; ability to communicate appropriately with a variety of stakeholders (peers, management, suppliers, customers, etc.).
• Analytical mindset – you enjoy looking at problems from various viewpoints to evaluate potential solutions.
• Willingness to travel frequently (approximately 60% of the time) throughout Canada is required.

What’s in it for you

• Comprehensive compensation package consisting of $73,000 - $85,000 annual base salary + a bonus program.
• Vehicle allowance + an assigned company credit card for direct work‑related expenses (travel, meal stipends, etc.).
• Health, dental, and vision benefits starting on day one of hire.
• RRSP with employer matching program.
• Educational assistance program.
• Mentorship and professional development opportunities.

If you are interested in joining our mission to deliver Wonderful Sound for All, apply today!

HearCANADA is committed to fair and accessible employment practices, and we welcome and encourage applications from candidates with disabilities. Accommodation is available on request for candidates taking part in all aspects of the selection process.