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About the Role

HearCANADA is seeking a full-time, permanent Operations Manager to support the opening and operations of new clinics, primarily within the Greater Toronto Area (GTA) and other parts of Ontario. This hybrid role requires frequent travel and involves overseeing clinic operations, staff development, and implementing standard operating procedures.

Responsibilities

• Oversee all operational aspects within assigned HearCANADA clinics, including supporting staff with training, coaching, and development.
• Participate in performance-related discussions and hiring decisions alongside the Divisional Sales Director.
• Create, establish, and maintain standard operating procedures (SOPs) for assigned clinics, covering schedule management, patient recall, and patient records.
• Provide operations support for clinical and company-wide initiatives like new product launches, toolkit additions, pricing updates, and customer events.
• Stay informed about industry trends and their implications for center operations.
• Provide regular updates on key performance indicator (KPI) trends and initiative/project results.
• Document center needs and risk analysis to support project management for clinic relocations, buildouts, and closures.
• Support successful integrations for acquisitions.
• Assist with build-out plans for clinics transitioning to the region, including competitive intelligence, networking, marketing, sales forecasting, and setup.
• Maintain constant communication with center staff and managers to understand clinic challenges, successes, and areas for improvement.

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.
• Ability to provide successful guidance with change management.
• Superior oral and written communication skills; ability to communicate appropriately with a variety of stakeholders.
• Analytical mindset.
• Willingness to travel frequently (approximately 60% of the time) within the region is required.
• Access to a vehicle and a valid driver's license is required.

Skills

• Operations Management
• Staff Training and Development
• Coaching
• Performance Management
• Hiring
• Standard Operating Procedures (SOPs)
• Project Management
• Data Analysis
• KPI Monitoring
• Change Management
• Relationship Building
• Communication Skills
• MS Office Suite (Outlook, Teams, Excel, SharePoint)
• CRM Systems
• POS Systems
• EMR Systems

Location

• Greater Toronto Area (GTA)
• Ontario
• Canada

Work Type

• Full-time
• Permanent
• Hybrid

Experience Level

• 3+ years of multi-site operational experience
• 2+ years of operational leadership experience

Salary/Compensations

• $75,000 - $85,000 annual base salary + bonus program

Benefits

• Vehicle allowance
• Company credit card access for direct work-related expenses
• Comprehensive benefit package including health, dental, and vision starting on day one of hire
• RRSP matching program
• Educational assistance program

About the Company

• Part of WSA group, HearCANADA's mission is to reframe the world of hearing care and set the highest standards in the world of hearing health.
• With 110+ clinics across Canada, our teams work collaboratively to provide exceptional, patient-centric care on our quest to deliver Wonderful Sound for All.

Equal Opportunity

• HearCANADA is committed to fair and accessible employment practices, and we welcome and encourage applications from candidates with disabilities.
• Accommodations are available on request for candidates taking place in all aspects of the selection process; requests can be submitted via careers@hearcanada.com.