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About the Role

As an Operations Manager at Reliance, you will play a pivotal role in driving growth and operational excellence. You will lead a team of technical professionals, manage P&L targets, and foster relationships with 3rd party partners to ensure high-quality service delivery and customer satisfaction.

Responsibilities

• Collaborate with local managers to plan, budget, and deliver on P&L targets.
• Forecast and update staffing plans to maximize customer service and meet commitments.
• Measure, monitor, and analyze operational metrics to drive performance.
• Lead and support initiatives that drive customer satisfaction and business growth.
• Coach and manage a team of technical professionals to maximize performance and engagement.
• Identify opportunities to establish relationships with independent HVAC contractors.
• Select, negotiate, and manage agreements with 3rd party partners to ensure adherence to key metrics.
• Perform regular reviews of cost, quality, safety, and productivity metrics.
• Partner with internal stakeholders including Quality, Project Management, Training, HR, and Regulatory teams.
• Set standards for service excellence to support team members, customers, and partners.
• Resolve customer inquiries and complaints promptly and efficiently.
• Ensure HVAC gross margin targets are exceeded.

Requirements

• Growth mindset with a dependable and ambitious approach.
• Determined self-starter with high integrity, urgency, and attention to detail.
• Knowledge and technical experience within the HVAC and/or water heater industry.
• Demonstrated results in driving process control and productivity/quality improvement.
• Ability to build team spirit and motivate team members.
• Professional negotiation and influencing skills.
• Ability to challenge the status quo and drive change.

Skills

• Operational management
• P&L management
• Staff forecasting
• Performance coaching
• Vendor management
• Strategic negotiation
• Data analysis
• Written and verbal communication
• Interpersonal skills
• Problem-solving
• Innovative thinking

Location

• Canada

Work Type

• Onsite
• Full-time

Experience Level

• Preferred supervisory or managerial experience overseeing a field operations team

Education Level

• Gas B ticket is an asset

Salary/Compensations

• Competitive base pay plus performance-based incentives

Benefits

• Training and development programs
• Comprehensive benefits plan
• Career advancement paths
• President’s Club trip for high performers
• Inclusive and diverse corporate culture

About the Company

• Leader in home services and energy-efficient solutions for over 60 years.
• Serves over 2 million customer relationships.
• Provides water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers.
• Headquartered in Toronto with over 2,700 employees across 28 Canadian branches and two US locations.
• Certified as a Great Place to Work in 2024.
• Recognized as one of Canada's Most Admired Corporate Cultures for eight consecutive years.

Equal Opportunity

• Reliance Home Comfort is an equal opportunity employer.
• Welcomes applications from candidates of all backgrounds including minorities and those with disabilities.
• Accommodations are available on request for candidates throughout the selection process.