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About the Role
As an Operations Manager at Reliance, you will be an important team member equipped with the tools for success. We are seeking individuals eager to grow with our ambitious expansion plans, offering limitless opportunities and rewards for achievement.
Responsibilities
- Collaborate with local Managers to plan, budget, and achieve P&L targets.
- Ensure staffing plans are forecasted, updated, and executed to maximize customer service and meet service commitments.
- Measure, monitor, and drive the achievement of all Operational metrics, providing reporting and analysis.
- Lead and support the development of a 'Growth through Install' mentality to enhance customer satisfaction and future business growth.
- Coach and manage a team of Technical professionals to optimize their performance, engagement, and objective achievement.
- Identify opportunities for establishing relationships with Independent HVAC Installation Contractors.
- Drive excellence through 3rd party partners by finding, selecting, and negotiating agreements aligned with Reliance's strategy and goals.
- Manage relationships with vendors to ensure they meet key metrics and standards.
- Perform regular reviews of cost, quality, safety, and productivity metrics, implementing plans to drive optimal performance of the Operations team and 3rd party partners.
- Partner and collaborate with stakeholders (Quality, Project Management, Training, HR, Regulatory) to continuously improve team performance.
- Drive 'destination of choice' for team members, customers, and 3rd party partners by setting a standard of service excellence.
- Deliver prompt and efficient resolution to customer inquiries and complaints.
- Ensure exceeding install gross margin.
Requirements
- 3-5 years of progressive experience overseeing a field operations team.
- Knowledge and technical experience within the HVAC and/or water heater industry.
- Demonstrated results in driving process control, productivity/quality improvement.
- Excellent communication (written, verbal and presentation), interpersonal skills, innovative thinking, and problem-solving skills.
- Highly motivated with the ability to build team spirit, motivate team members, and encourage collaboration.
- Professional negotiation skills with the ability to influence and drive change.
- Strong initiative to drive results with speed of implementation.
- Strong ability to develop effective relationships with team, internal and external stakeholders.
- Ability to challenge the status quo and help drive change.
Skills
- HVAC industry knowledge
- Water heater industry knowledge
- Process control
- Productivity improvement
- Quality improvement
- Communication skills
- Interpersonal skills
- Innovative thinking
- Problem-solving skills
- Team building
- Motivation
- Collaboration
- Negotiation skills
- Influencing skills
- Change management
- Relationship development
Location
- Onsite
Work Type
- Full-time
Experience Level
- 3-5 years of progressive experience overseeing a field operations team
Education Level
- Gas Fitter 2 or 313D license would be an asset
- Sales experience and a demonstrated ability to meet sales quotas would be an asset
- Experience in a management role within a unionized environment is an asset
Benefits
- Tools for the job
- Fully stocked trucks
- Ongoing skills training
- Professional development programs
- Competitive wages
- Opportunity to earn additional commissions and bonuses
- Fully paid tuition
- Apprentice leave top-up for eligible Team Members
- Consistent work with a predictable and stable work schedule
- Award-winning corporate culture
- Perks for high-performing Team Members including the chance to win an annual President’s Club trip
About the Company
- Reliance Home Comfort® (Reliance) is a leader in home services and energy-efficient solutions with over 60 years of experience.
- We are committed to being the Destination of Choice by delivering exceptional experiences for customers and a rewarding, inclusive workplace for team members.
- With over 2 million customer relationships, Reliance is a trusted source and one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers.
- Headquartered in Toronto, Reliance employs over 2,700 Team Members across 28 branches in Canada and two locations in the United States.
- Reliance has been certified as a Great Place to Work in 2024 and recognized as one of Canada's Most Admired Corporate Cultures for eight consecutive years since 2016.
- Reliance focuses on sustainability, workplace safety, diversity, inclusivity, and prudent governance.
Equal Opportunity
- Reliance Home Comfort is an equal opportunity employer.
- We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities.
- Accommodations are available on request for candidates taking part in all aspects of the selection process.