Regional Operations Manager

Find Your Limitless with Reliance

By joining Reliance as a Regional Operations Manager, you’ll become an important team member and will be provided with the tools you need to succeed.  We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth and we encourage it by rewarding our Team Members for their success in many ways. If you’re ready to find your limitless – join us!
 

What will you do?

• Learn and grow as an important part of a team that cares about Reliance and its customers.
• Collaborate with the region’s Operations Managers to plan, budget and deliver on operational objectives
• Instill a culture and understanding of the imperativeness of Health & Safety in the region, ensuring adherence to H&S practices and policies
• Be the regional champion for Customer Experience ensuring that the managers, culture and processes drive customer experience improvement
• Responsible for monitoring, measuring and implementing best practice initiatives to ensure that Productivity improvements are realized across all metrics
• Lead and support the development of a mentality that drives Growth through Service and improves on technical lead and conversion rates
• Instill controls and practices in Inventory management to optimize product/part availability while understanding usage of each item
• Oversee the Capital budget for the region by monitoring and optimizing capital costs
• Optimize Workforce Planning/call allocation to maximize Customer Experience while maintaining budgeted costs
• Align the above objectives to ensure achievement of the planned Margins for the various businesses and the overall region
• Manage the region’s online reputation by ensuring completion of customer reviews and response to customer issues and concerns
• Set and monitor manager performance objectives, goals and criteria; evaluate performance through quarterly performance reviews identifying opportunities for growth and development
• Perform regular reviews of cost, quality, safety, customer experience, growth and productivity metrics, setting plans and executing these effectively to drive optimal performance of the operations team and 3rd party partners through goal setting, observation, coaching and reviews
• Build a strong operations team by continual improvement in hiring, on-boarding, training and development of talent
• Research and implement company and industry best practices to drive performance improvements
• Work with Marketing and Sales on the introduction and operationalization of new products and services

What do we offer?

• The tools you need to succeed – including the tools for the job and fully stocked trucks as well as ongoing skills training and professional development programs
• Competitive wages with opportunity to earn additional commissions and bonuses
• Fully paid tuition and apprentice leave top-up for eligible Team Members
• Consistent work with a predictable and stable work schedule
• An award-winning and one of Canada’s Most Admired Corporate Cultures with a proudly diverse and inclusive team
• A variety of perks for high-performing Team Members including the chance to win and be part of our annual President’s Club trip 

What do you bring?

• A growth mindset: above all else, we’re looking for people who are dependable, ambitious and want to grow with Reliance
• Minimum of 5 years’ progressive general management or operational experience within an organization that provides services to the consumer sectors; preferably within the HVAC market
• Demonstrated strong business acumen, attained through completion of a business degree or related experience, with the ability to contribute to the development and execution of strategic plans.  Post-secondary business education preferred
• Results oriented with a robust operational knowledge; demonstrated ability to consistently meet or over-achieve business growth and profitability targets
• Demonstrated results in driving process control, productivity and quality improvement
• Excellent communication (written, verbal and presentation), interpersonal skills along with innovative thinking and problem-solving skills
• Highly motivated to succeed with the ability to build team spirit, motivate team members and encourage collaboration
• Professional negotiation skills with the ability to influence others for operational improvement
• Ability to move an idea to implementation with thoroughness and speed
• Strong ability to develop effective relationships with team, internal and external stakeholders
• Ability to challenge the status quo and bring about positive change
   

Why Reliance?

As a leader in home services and energy efficient solutions for over 60 years, Reliance Home Comfort® (Reliance) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and Team Members seeking a rewarding, inclusive workplace. With over 2 million customer relationships, Reliance is a trusted source and has become 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 a workforce of 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 has been recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital, for eight consecutive years since 2016. Reliance remains focused on sustainability, workplace safety, wellness, diversity, inclusivity, and prudent governance.

This posting is for an existing vacancy.

We use AI‑enabled tools to support parts of our selection process; however, every hiring decision is reviewed and finalized by our people.

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.

For more information, please visit www.reliancehomecomfort.com

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