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About the role
- Operations Manager supporting HearCANADA’s new hearing clinics across the Greater Toronto Area. Overseeing clinic operations, team development, SOPs, KPIs, acquisitions, and new-location buildouts.
Responsibilities
- Oversee all operational aspects within assigned HearCANADA clinics
- Support 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 for assigned clinics, including schedule management, patient recall processes, and patient databases and files
- Provide operations support for clinical and company-wide initiatives such as new product launches, toolkit additions, pricing updates, and customer events
- Monitor industry trends and changes and assess implications for centre operations
- Provide regular updates on KPI trends and initiative/project results
- Document centre needs and risk analysis to support successful clinic relocations, buildouts, and closures
- Support successful integrations for acquisitions
- Assist with build-out plans for acquired, relocated, new, or transferred clinics, including competitive intelligence, networking, community-based marketing initiatives, sales forecasting, setup, and other operational aspects
- Maintain constant communication with centre staff and managers regarding clinic challenges, successes, and improvement areas
- Report to the Divisional Sales Director
Requirements
- 3+ years of proven success in a multi-site operational role within a retail or clinic setting
- 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
- 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 and ability to communicate with peers, management, suppliers, customers, and other stakeholders
- Analytical mindset and ability to evaluate potential solutions from various viewpoints
- Willingness to travel frequently, approximately 60% of the time, within the region
- Access to a vehicle and a valid driver's license
- Some overnight travel can be expected
Benefits
- $75,000 - $85,000 annual base salary + bonus program
- Vehicle allowance
- Company credit card access for direct work-related expenses (travel, meal stipends, etc.)
- Comprehensive benefit package including health, dental, and vision starting on day one of hire
- RRSP matching program
- Educational assistance program
- Accommodations are available on request for candidates taking place in all aspects of the selection process
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