Operations Manager

at  WS Audiology Americas

Part of WSAudiology group, HearCanada bolsters a world-class team of hearing care professionals/pioneers who share a passion for providing Wonderful Sound for All. With 60% of the Canadian population experiencing a type of hearing health issue in 2021, our teams are passionate about providing an exceptional client experience through their hearing journey, going above and beyond to provide relevant and meaningful solutions.

ABOUT THE ROLE:

We’re seeking a full-time, permanent Operations Manager to join our HearCANADA Retail Greenfield (new clinics) team! This position supports the operations of new HearCANADA clinics across the country.
Reporting to the Divisional Sales Director, you will bring multi-site operations experience from either a retail or clinic setting (huge 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 in in the Greater Toronto Area (or within commuting distance to the GTA). Frequent travel of ~60% throughout Canada will be required (Ontario will be the dominant area for travel but air travel to other provinces can be expected).

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 net new clinics ("Greenfields") 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.