Operations Manager - Western Ontario

About us:

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 . Learn more about us by visiting our webpage.

We’re seeking a full-time, permanent Operations Manager to join our HearCANADA Western Ontario team! This position supports the operations of HearCANADA clinics across our Western Ontario region (including Windsor, London, Simcoe, Niagara, Hamilton, K/W/Guelph, Grand Bend, Goderich, Mount Forest, etc.).

Reporting to the Divisional Sales Director, you will bring multi-site operations experience from either a retail or clinic setting (definite asset if you have operations experience from retail + healthcare!) to our team. You have an analytical and methodical approach and experience with empowering teams to exceed KPIs and targets while providing support and data-driven recommendations.

This is a hybrid position based within the Western Ontario Region. Frequent travel of ~60% throughout the region will be required. Some occasional travel to our corporate office in Burlington can be expected. Ideal candidates will be based within central regions within the territory such as K/W/Guelph/Cambridge, London, or Hamilton, though candidates from other areas within the territory will be considered. Based on the nature of the position, a valid driver's license and access to a vehicle is required coupled with willingness to travel in urban and rural areas within the region. Some overnight travel can be expected due to the territory size.

What you will do:

• Oversee all operational aspects within assigned HearCANADA clinics including supporting clinic staff with training, coaching, and development; participate in performance-related discussions and hiring decisions alongside the Divisional Sales Director as appropriate.

• Create, establish, and maintain standard operating procedures (SOPs) for your assigned clinics. This includes, but is not limited to, schedule management, patient recall process, patient database and files, etc.

• Provide operations support for clinical and company-wide initiatives such as new product launches, toolkit additions, pricing updates, and customer events.

• Understand and stay abreast of industry trends and changes and implications to centre operations.

• Provide regular updates on key performance indicator (KPI) trends and results of initiatives/projects.

• Document centre needs and risk analysis to support project management in executing successful clinic relocations, buildouts and closures.

• Support successful integrations for acquisitions.

• Assist with build-out plans for clinics transitioning to the region (acquired clinics, relocations, new clinics, or transferred clinics from other regions) including competitive intelligence, networking and community-based marketing initiatives, sales forecasting, set-up, and other operational aspects.

• Maintain constant communication with centre staff and managers to have a holistic view of clinics' unique challenges, successes, and areas for improvement.

What we are looking for:

• 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 (key performance indicators).

• 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, including successful guidance with change management

• Superior oral and written communication skills; ability to communicate appropriately with a variety of stakeholders (peers, management, suppliers, customers, etc.).

• Analytical mindset - you enjoy looking at problems from various viewpoints to evaluate potential solutions.

• 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.

What’s in it for you?  

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

• Vehicle allowance and company credit card access for direct work-related expenses (travel, meal stipends, etc.)

• Comprehensive benefit package including health, dental, and vision starting on day one of hire

• RRSP matching program

• Educational assistance program

To join us on our journey in providing Wonderful Sound for All , click the "Apply Now" button!

HearCANADA acknowledges that this posting represents a current, existing vacancy. We use an Applicant Tracking System to post vacancies and manage candidate data; Artificial Intelligence is not used in the decision-making process in screening or interviewing candidates, however, may be used for note-taking or automations such as email communication.

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 View email address on careersusa.wsa.com.