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 improvements to health outcomes realized by patients using their product. 

They are looking for an Operations Manager who will be responsible for ensuring efficient operations through the development, implementation, and maintenance of systems and processes.

This role requires both strategic thinking and attention to detail, with a core focus on data-driven insights to improve operational efficiency. The Operations Manager will also be responsible for managing remote offshore teams, ensuring adherence to set KPIs (Access Time, Handling Time, Productivity, Cost Management), and addressing staffing and scheduling issues in a 24/7 operational environment. The Operations Manager will be proactive in identifying risks and executing on solutions to improve business outcomes, with minimal guidance.

This position requires experience in managing, building and optimizing processes and systems to ensure operations run seamlessly, troubleshooting operational challenges as they arise, and ensuring operations meet or exceed performance expectations set by management. The Operations Manager will act with urgency and strive for execution excellence while ensuring full visibility and control over offshore and business operations.

Responsibilities:

Operations Management & Monitoring:

• Develop and implement operational processes and systems to drive efficiency.
• Monitor 24/7 operations, ensuring performance within predefined KPI targets set by management.
• Ensure adherence to operational guidelines and specifications through verification processes.

Team & Staffing Management:

• Manage remote international teams of over 50 staff, overseeing their performance, scheduling, and day-to-day activities.
• Coordinate staffing schedules in line with contract agreements, ensuring adequate coverage for a 24/7 operation.
• Provide input into staffing issues, compile and analyze scheduling data, and provide reports to management.
• Develops strategies for working with contract agreements, policies and scheduling protocols for situations that the computerized scheduling system cannot accommodate.

Data Analysis & Reporting:

• Analyze operational and staffing data to generate reports for management and provide actionable insights.
• Perform audits on operational data to ensure accuracy and improve processes.
• Monitor scheduling system outputs, ensure correct inputs, and troubleshoot issues that arise with scheduling tools.

Communication & Coordination:

• Collaborate with staff and management to resolve scheduling and operational issues.
• Provide offshore staff orientation, training, and support as needed.
• Assist in developing communication strategies for effective coordination with offshore teams.

Process Improvement & Development:

• Continuously evaluate and improve processes, ensuring alignment with operational goals and KPIs.
• Assist managers in developing guidelines and processes for staffing and operational improvements.
• Plan and implement scheduling strategies, reviewing and adjusting them to meet changing operational demands.

Requirements:

• Minimum 5 years of experience in operations management, ideally with experience managing offshore international operations remotely.
• Bachelor’s/master’s in engineering/business administration and/or certification in operations management or a related field is preferred.
• Ability to manage large teams remotely, ensuring smooth scheduling and operations.
•  Proficiency with productivity tools, including Microsoft Excel and other data analysis tools.
• Excellent communication and interpersonal skills, able to work across different time zones and levels of an organization.
• Knowledge of business functions and systems coupled with strong analytical thinking, planning, prioritization, and execution skills are required.
• Previous experience working with scheduling systems and data collection software is preferred.
• Knowledge of human resource practices, international labour laws, Employment Standards Act are an asset.
• Proven ability to design and implement new concepts and accomplish performance objectives.
• Ideally located in the GTA and can come into the office 2x/week. MUST be able to work in the EST timezone.

Nice to haves:

• Prior experience in software or tech operations is a plus.