Job Description
Senior Operations Manager
Location: Calgary, Alberta
Industry: Insurance-adjacent Services / Customer-Focused Operations
Are you a strategic operator with strong financial acumen and a passion for leading high-performing teams? We’re looking for a Senior Operations Manager to join a fast-growing service-based company in Calgary. This organization specializes in coordinating time-sensitive support services for clients affected by property-related incidents, helping them return to stability as quickly as possible.
This is a pivotal role within a company experiencing significant growth. You’ll take ownership of day-to-day operations, guide a team of department leaders, and drive initiatives that improve efficiency, elevate customer satisfaction, and enhance profitability. This is a great opportunity for someone who combines an entrepreneurial mindset with structured operational discipline.
What You’ll Do
?? Financial Leadership
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Own the operations scorecard and profit performance, ensuring financial goals are met or exceeded.
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Drive margin growth through revenue strategy, cost control, and smart supplier utilization.
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Communicate key performance targets across the team to maintain alignment and accountability.
?? Operational Strategy & Execution
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Improve and scale day-to-day processes across claims, vendor management, and customer service.
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Set clear KPIs for team leaders and ensure delivery on customer experience, file management, and efficiency targets.
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Oversee onboarding and process documentation, and lead operational execution of new tools or technologies.
?? Supplier & Market Oversight
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Lead the management of preferred vendor channels and partnership utilization.
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Stay ahead of market shifts (e.g., accommodations availability) to adjust strategies proactively.
?? Risk & Problem Management
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Serve as an escalation point for complex cases and manage high-impact claims as needed.
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Lead service continuity planning during high-volume periods caused by environmental or catastrophic events.
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Review communications, claims handling, and team practices to ensure brand consistency and compliance.
?? Team Leadership & Culture
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Coach and develop leaders within the operations team.
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Champion a collaborative, growth-oriented, and customer-first culture.
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Model a balance of high standards and a lighthearted, team-spirited approach.
?? Continuous Improvement
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Encourage innovation and adaptability at all levels of the team.
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Lead the adoption of tools and process improvements that increase scalability and impact.
What You Bring
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5–7 years of operations leadership experience in a service-driven industry (hospitality, real estate, logistics, or insurance-adjacent fields are ideal).
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Experience managing leaders and cross-functional teams.
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Degree in Operations, Finance, Business, or a related discipline preferred.
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Strong track record of owning financial outcomes and delivering against key metrics.
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High-level organizational, communication, and delegation skills.
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Technologically savvy, ideally with CRM and reporting tools (e.g., HubSpot).
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A collaborative and engaging leadership style with a focus on coaching and accountability.
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A proactive, adaptable mindset—you’re comfortable leading through change and complexity.