Associate Director - Field Operations

Job SummaryAssociate Director, Field OperationsNet new Role
Salary Range: 90K to 115K
Reports To:
Senior Vice President, Sales Operations & Fundraiser Retention
Location: Toronto
Hybrid (2-3 onsite)
Team:
Directly manages Field Operations Manager;
oversees 2 Field Coordinators
Role SummaryThe
Associate Director of Field Operations
bridges tactical field administration and strategic operational leadership. This role is responsible for the overall execution, continuous improvement, and scalability of the field operations infrastructure supporting our North American sales force.
While maintaining oversight of essential daily operations—including activations, tablet/gear logistics, territory tracking, and payroll processing, the Associate Director shifts the department focus toward strategic process automation, workflow optimization, and cross-functional integration with IT, Finance, Data, and HR. This role develops the systems, portals, and operational policies that allow our field offices to scale efficiently without increasing administrative friction.
Key Responsibilities
Operational Team Leadership & Governance:
Direct, mentor, and build accountability across the Field Operations team. Establish performance metrics, workload distribution, and escalation pathways for daily field issues.
Strategic Process Automation & Systems (Alta Flow / OM Portal):
Lead the strategy, development, and continuous improvement of operational portals. Drive form migrations from current document automation platform (Alta Flow) to custom portals, troubleshoot automated workflows, and partner with IT/QA test offices to deploy new technologies.
Field Infrastructure & Territory Management:
Oversee office lifecycle management across North America. Work with Client Success Managers and field leadership to manage team/campaign assignments, territory follow-ups, and new office onboarding routines.
Payroll, Invoicing & Financial Controls:
Own backend operational payroll inputs and agency pay workflows in partnership with Finance. Supervise US/Canadian invoices, payment and pay validations as well as agency pay file accuracy.
Cross-Functional & Client Ops Integration:
Be the primary operational liaison for CAB meetings, welcome communications for new charities, and new client onboarding. Partner with the Senior Operations Business Partner and functional SVPs to align field systems with broader business goals.
Field Events & Recognition Initiatives:
Lead operational logistics and planning for major company events (Field Summit). Direct the Sales Ops Awards and manager recognition programs to drive engagement, retention, and field morale.
Success Metrics (KPIs)Key metrics include driving user adoption for form migrations and custom portal tools, alongside maintaining high operational SLA performance across activations, logistics, and office setup. Additionally, the role will be measured on ensuring payroll and financial disbursement accuracy, while maintaining strong Field Manager satisfaction scores.
Your Experience and Training
4–7 years of progressive leadership in Field Operations, Sales Operations, or Operations Management within a high-volume, multi-unit sales environment.
Your Knowledge, Skills and Abilities
Demonstrated ability to manage high-volume tactical tasks (payroll, code setups, gear logistics) while simultaneously designing scalable long-term systems and portals.
Proven ability to lead, coach, and elevate direct reports, shifting team culture from reactive troubleshooting to proactive operational management.
Exceptional communication skills to collaborate effectively with IT, Finance, HR, CSMs, and executive leadership.
Your Technical Skill
Deep familiarity with process automation tools (Alta Flow or similar workflow engines), custom portal development workflows, IT collaboration, and data accuracy management.
GlobalFaces Direct uses Workwolf’s AI-enabled tools to sort and screen applications based on job-related criteria. All hiring decisions involve human review.
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