Manager, Operational Excellence

About CSN Collision

Headquartered in Oakville, Ontario, CSN Collision was founded in 2002 by four successful collision repair owners with a vision to help independent repair facilities improve performance through operational support, training, and marketing initiatives. Today, CSN Collision is one of North America's leading collision repair networks, with more than 400 locations across Canada, the United States, and Italy.

In addition to its franchise network, CSN owns and operates a growing network of corporate collision repair centres across Ontario. These locations are committed to delivering safe, high-quality repairs while providing operational excellence and an exceptional customer experience.

Summary

We are seeking an experienced and results-driven Manager, Operational Excellence to lead operational performance initiatives across the CSN Corporate Store Network. Reporting to senior leadership, this role serves as a strategic partner to Regional Managers, using operational, financial, and performance data to identify opportunities, develop action plans, and implement initiatives that improve profitability, operational efficiency, customer experience, insurer performance, and overall business results.

The Manager, Operational Excellence is responsible for driving continuous improvement across the corporate network by leading operational excellence initiatives, supporting business performance, optimizing network operations, and managing cross-functional projects. This role facilitates performance reviews, develops standardized processes, and implements centralized programs that enhance consistency, accountability, and operational effectiveness across all locations.

In addition, this position provides leadership and oversight for the company's Health, Safety, Environmental, and Compliance (HSEC) programs, working closely with the Health, Safety & Compliance Coordinator to ensure compliance with legislative requirements, company policies, and industry best practices.

Success in this role requires a highly analytical and collaborative leader who can influence stakeholders at all levels, translate data into actionable business strategies, and champion a culture of continuous improvement, operational excellence, and sustainable growth across the corporate store network.

Primary Objectives of the Manager, Operational Excellence

• Load Levelling & Network Optimization

• Develop and execute network load levelling strategies across the Corporate Store network to maximize capacity utilization, improve workflow distribution, and support sustainable revenue growth.

• Coordinate work distribution between locations to improve insurer performance, cycle times, customer experience, and overall operational efficiency.

• Insurer performance & Relationship Management

• Develop and support best practices for claim handling while monitoring insurer scorecard performance, identifying opportunities for improvement, and partnering with regional teams to drive action plans that support insurer and DRP requirements.

• Support insurer relationship management through performance reviews, issue resolution, and analysis of key performance trends to drive continuous improvement, strengthen partnerships, and support revenue growth.

• Lead centralized network programs and partnerships, including OEM and supplier relationship management, certification and calibration strategies, training compliance, capital expenditure planning, to support continuous improvement and sustainable business growth.

• Leadership, Compliance & Business Support

• Directly oversee the Health Safety Compliance Coordinator, Ensure execution of JHSC, WSIB, environmental, and regulatory compliance programs.

• Monitor and support training and tracking, Health and Safety, regulatory compliance, Certifications, and ICAR GOLD designations.

• Collaborate with regional managers to ensure alignment of business objectives, KPIs, and execution.

• Support complex case management, warranty decisions, and operational issue resolution.
• Quarterly Performance Meetings

• Lead the planning, development, and facilitation of quarterly Store Manager performance meetings, ensuring sessions deliver meaningful value through the discussion of key business priorities, operational challenges, best practices, and opportunities for alignment across the network.

• Drive performance accountability through financial and operational reviews, identifying improvement opportunities, facilitating the creation of actionable store-specific plans, and providing ongoing support to improve profitability, operational excellence, and overall business results

• Business Performance & Operational Excellence

• Drive operational performance, profitability, and continuous improvement initiatives across the corporate store network, as highlighted.

• Drive frameworks to: Optimize capacity, workflow, labour productivity, and scheduling to maximize throughput and overall effectiveness.

• Support analysis to identify opportunities to improve gross profit, reduce revenue leakage, and enhance overall financial performance.

Requirements

• 5+ years of leadership experience in a multi-site environment, with a proven track record of driving operational excellence, business performance, and continuous improvement initiatives.

• Proven experience analyzing operational and financial performance data and developing action plans that improve business results.

• Experience driving process improvement, workflow optimization, productivity initiatives, and operational standardization.

• Demonstrated ability to influence and support leaders across multiple locations without direct reporting authority.

• Experience leading projects, implementing change initiatives, and driving execution across diverse teams and stakeholders.

• Strong experience using KPIs, dashboards, and performance metrics to identify opportunities and support decision-making.

• Experience facilitating group meetings.

• Experience managing cross-functional relationships with internal and external stakeholders.
• Collision Industry Experience Considered an Asset
• Experience within collision repair, automotive, retail, manufacturing, logistics, franchise, field service, or other operationally intensive industries.

• Experience working with insurance partners, vendor networks, customer service operations, or regulated environments.

• Experience supporting OEM programs, certifications, compliance initiatives, or technical training programs.

Travel requirements

• This role requires travel throughout Ontario to support corporate store operations, attend meetings, training sessions, and industry events.

• Candidates located within reasonable commuting distance of Oakville head office are preferred.

• A hybrid work arrangement is offered, with an expectation of approximately three days per week at the Oakville head office, and the balance spent supporting field operations or working remotely as business requirements dictate.

Work Environment

• The environment for this role is fast paced and complex, involving urgent timelines, multiple competing priorities, and managing numerous stakeholders.

• Successful candidates will be considered a hybrid position and will be required to work from the corporate shop/office and out of their home office. The position will require access to a personal vehicle.

Benefits

• Competitive salary plus commission program. (Base $80,000 - $85,000)

• Competitive benefits package
• RRSP Options
• The ability to grow, develop, and manage your career path.

Career Path

As CSN continues to expand, there will be many opportunities that develop. This position will allow for the opportunity to develop a leadership role for future career opportunities.

Disclaimer:  This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and will evolve as CSN continues to grow.

CSN is an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment regardless of age, race, colour, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. We strive to cultivate an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to growing our corporate team in a way that reflects the diversity of our customers and communities in which we live and serve.

If you require accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.