Senior Operations Manager

InsuranceWorks.ca; Calgary; On-site; CAD 80,000 - 120,000; Full time

Job summary

A fast-growing service-based company in Calgary is seeking a Senior Operations Manager to lead high-performing teams and drive operational excellence. The successful candidate will oversee daily operations, ensure financial goals are met, and enhance customer satisfaction. This role requires strong leadership skills, operational discipline, and a strategic mindset to thrive in a dynamic environment.

Qualifications

• 5–7 years of operations leadership experience in a service-driven industry.
• Experience managing leaders and cross-functional teams.
• Strong track record of owning financial outcomes and delivering against key metrics.

Responsibilities

• Own the operations scorecard and profit performance.
• Drive margin growth through revenue strategy and cost control.
• Coach and develop leaders within the operations team.

Skills

Financial acumen

Leadership

Communication

Organizational skills

Adaptability

Education

Degree in Operations, Finance, Business, or related discipline

Tools

CRM and reporting tools (e.g., HubSpot)

Job description

Senior Operations Manager
Location: Calgary, Alberta
Industry: Insurance-adjacent Services / Customer-Focused Operations

Are you a strategic operator with strong financial acumen and a passion for leading high-performing teams? We’re looking for a Senior Operations Manager to join a fast-growing service-based company in Calgary. This organization specializes in coordinating time-sensitive support services for clients affected by property-related incidents, helping them return to stability as quickly as possible.

This is a pivotal role within a company experiencing significant growth. You’ll take ownership of day-to-day operations, guide a team of department leaders, and drive initiatives that improve efficiency, elevate customer satisfaction, and enhance profitability. This is a great opportunity for someone who combines an entrepreneurial mindset with structured operational discipline.

What You’ll Do

Own the operations scorecard and profit performance, ensuring financial goals are met or exceeded.

Drive margin growth through revenue strategy, cost control, and smart supplier utilization.

Communicate key performance targets across the team to maintain alignment and accountability.

Improve and scale day-to-day processes across claims, vendor management, and customer service.

Set clear KPIs for team leaders and ensure delivery on customer experience, file management, and efficiency targets.

Oversee onboarding and process documentation, and lead operational execution of new tools or technologies.

?? Supplier & Market Oversight

Lead the management of preferred vendor channels and partnership utilization.

Stay ahead of market shifts (e.g., accommodations availability) to adjust strategies proactively.

Serve as an escalation point for complex cases and manage high-impact claims as needed.

Lead service continuity planning during high-volume periods caused by environmental or catastrophic events.

Review communications, claims handling, and team practices to ensure brand consistency and compliance.

Coach and develop leaders within the operations team.

Champion a collaborative, growth-oriented, and customer-first culture.

Model a balance of high standards and a lighthearted, team-spirited approach.

Encourage innovation and adaptability at all levels of the team.

Lead the adoption of tools and process improvements that increase scalability and impact.

What You Bring

5–7 years of operations leadership experience in a service-driven industry (hospitality, real estate, logistics, or insurance-adjacent fields are ideal).

Experience managing leaders and cross-functional teams.

Degree in Operations, Finance, Business, or a related discipline preferred.

Strong track record of owning financial outcomes and delivering against key metrics.

High-level organizational, communication, and delegation skills.

Technologically savvy, ideally with CRM and reporting tools (e.g., HubSpot).

A collaborative and engaging leadership style with a focus on coaching and accountability.

A proactive, adaptable mindset—you’re comfortable leading through change and complexity.