Lead CENTRE OPERATIONS. Elevate EXPERIENCE. Make your mark ACROSS ALBERTA.

The Opportunity

Are you a leader who thrives on bringing consistency and excellence to a dynamic retail environment? Someone who can see both the big picture and the smallest operational detail ensuring every process runs like clockwork?

We’re looking for a Director, Centre Operations, to champion consistency and cohesion across AMA’s retail network Travel, Registries, and Insurance Agency locations, ensuring every centre delivers an exceptional member and employee experience. You’ll strengthen internal controls, optimize retail operations, and drive innovation through omnichannel service delivery, all while fostering a culture rooted in integrity, collaboration, and stewardship.

If you’re passionate about creating spaces that reflect pride, professionalism, and operational excellence this could be the perfect role for you.

Who You Are

• You’re a strong retail operations leader who thrives in multi-site retail environments.
• You’re passionate about delivering modern, elevated, consistent, and brand-aligned member experiences.
• You understand that great operations are built on solid controls, continuous improvement, and a willingness to consider new approaches in delivering an exceptional member experience.
• You know how to connect strategy to action and people to purpose.
• You’re a collaborator who influences through building relationships, not just authority.
• You lead with integrity, respect, and a genuine desire to make a positive difference.

How You’ll Make an Impact

Reporting to the Vice President, Operations, you will:

• Champion our in-centre member experience through retail cohesion and standards by defining and maintaining operating policies and Standard Operating Procedures (SOPs) across Member Services and the Insurance Agency.
• Ensure compliance and control in cash handling, inventory management, sales transactions, and regulated processes, partnering with Finance, Risk, Compliance, and Internal Audit.
• Lead the Centre Visit Guide (CVG) program to evaluate brand presentation, operational excellence, and internal control adherence identifying opportunities, coaching leaders, and driving measurable improvement.
• Oversee centre appearance and presentation standards, ensuring every AMA location reflects our brand values of professionalism, cleanliness, and service readiness.
• Coordinate with Properties to resolve facility, maintenance, and security issues, ensuring a safe, compliant, and inviting environment for members and staff.
• Steward our retail product portfolio, including vendor management, inventory levles and inventory controls, and loss prevention practices, to ensure healthy margins and reduced risk. You’ll also ensure we’re being thoughtful and proactive in the high-quality retail products we offer to our members, ensuring value and relevance.
• Champion omnichannel innovation by introducing digital queueing, self-service kiosks, and online-to-centre service models that create a seamless member experience.
• Model AMA’s culture and leadership values while fostering a safe, positive, and consistent work environment in every centre across Alberta.

What You Bring to the Table

• 10+ years of multi-site retail operations leadership, ideally in complex or regulated industries (Travel, Registries, or Insurance experience is an asset).
• Proven success managing operating policies, SOP governance, and audit compliance.
• Experience introducing or scaling omnichannel or self-service solutions in physical retail environments is an asset.
• Strong knowledge of internal controls, audit remediation, and fraud risk management.
• Skilled in retail product and vendor management, including margin optimization and inventory governance.
• Exceptional relationship-building and stakeholder management skills across Finance, Risk, Compliance, Internal Audit, Properties, and Digital teams.
• A proven reputation for integrity, accountability, and operational excellence.

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