Description:

Director of Operations – Ontario

Osborne Recruitment is delighted to partner with our client, to secure a talented Director of Operations to oversee a regional group of retail locations and partner with Territory Managers to ensure each location delivers exceptional service, meets operational and financial targets, and adheres to all company policies. This role plays a key part in developing strong teams by ensuring Territory Managers and store employees are trained, supported, and prepared to step into future leadership opportunities.

Responsibilities:

• Customer Experience & Store Standards
• Ensure retail locations consistently provide high-quality customer service and build repeat business through strong customer relationships.
• Address and document customer complaints professionally and promptly.
• Visit retail locations regularly to confirm they comply with company standards and operational guidelines.
• Guide Territory Managers in setting weekly and monthly performance goals based on results.
• Design and execute strategies to strengthen regional performance, grow market share, and increase revenue.
• Collaborate with Territory Managers to prepare annual budgets.
• Review monthly financial reports for each location/region, identify budget and performance gaps, and implement corrective actions.
• Ensure company audit requirements are met and responses are submitted accurately and on schedule.
• Partner with corporate teams to resolve issues related to accounting, auditing, legal concerns, or customer service matters that require higher-level support.
• Review and approve payroll.
• Work with HR to ensure all teams follow proper procedures, guidelines, and employment practices.
• Oversee staffing, onboarding, and ongoing training across the region.
• Create and maintain career development plans for team members to support internal growth and succession planning.
• Address employee concerns, document issues, or escalate them to the proper management level.
• Set a strong example by demonstrating professionalism, integrity, and sound judgment.
• Recommend potential new store locations and manage the opening process for new sites.
• Support and promote local marketing and outreach efforts, including solicitations and mail campaigns.
• Ensure all retail locations maintain a clean, organized, and welcoming environment for customers and employees.
• Forecast and manage monthly revenue, account growth, and bad debt performance.

Qualifications:

• At least six years of multi-unit leadership experience or proven success in regional management, ideally in retail, financial services, hospitality, or restaurant industries.
• Strong written and verbal communication abilities.
• Professional, energetic, and customer-focused demeanor.
• Solid leadership, coaching, and team-building skills.
• Experience in collections and proficiency with computer systems.
• High level of honesty and integrity.
• Valid driver’s license and reliable personal transportation.

Benefits:

• Lucrative bonus structure
• Medical, dental, and vision insurance
• Pension and retirement benefits
• Paid vacation
• Ongoing training and development
• Opportunities for advancement

If you are interested in learning more about this position, please apply through the link provided to the attention of Jennifer.lefebvre@osbornerecruitment.ca or reach out directly at 647.472.4032.

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