Position DetailsReporting to the Senior Vice President, Club & Automotive, the Director, Club Operations provides strategic and operational leadership across Quality Assurance, Compliance, Business Process Improvement, Workforce Management, membership back-office operations, and the Special Investigations Unit.
As a senior member of the Club & Automotive leadership team, the Director will lead approximately 50 employees through a team of direct reports and oversee an annual operating budgets and the accuracy and integrity of the roadside contractor payments.
What You Will Do- Provide strategic operational leadership across Quality Assurance, Compliance, Business Process Improvement, Workforce Management, membership back-office operations, and the Special Investigations Unit.
- Lead, develop, and engage a high-performing team by establishing clear goals and performance standards, coaching and mentoring employees, supporting career development, and maintaining succession plans.
- Strengthen service quality and operational compliance through robust monitoring, audits, reporting, dashboards, facility reviews, and adherence to established processes and controls.
- Lead workforce planning and optimization by overseeing forecasting, capacity planning, scheduling, intraday resource management, staffing models, employee skilling, and service-level performance.
- Oversee critical membership and roadside back-office operations, including contractor payments, membership payment processing, payroll adjustments, claims support, corporate billing, and internal support queues.
- Safeguard the membership base and contractor network by overseeing the detection, investigation, documentation, and escalation of suspected misuse or fraudulent activity.
- Drive continuous improvement and operational innovation by evaluating business processes, introducing new procedures and reporting, and providing leadership on Business Process Improvement initiatives.
- Partner with IT and business system owners to enhance enterprise applications, workforce management technology, call flows, interactive voice response capabilities, and investigative tools.
- Provide effective financial stewardship by developing and managing departmental budgets, overseeing forecasts and expenditures, evaluating cost versus value, and ensuring the accuracy of significant contractor payment activity.
- Support organizational resilience and service continuity by maintaining effective operating models, High Call Volume procedures, business continuity plans, and operational responses for a 24/7 service environment.
Who You Are- Post-secondary education in Business, Analytics, or a related field.
- At least five years of leadership experience, including demonstrated success leading and developing teams.
- Strong knowledge of operational management, analytics, business processes, and profit-and-loss management.
- Experience with process improvement methodologies, such as Lean, Six Sigma, or Business Process Improvement.
- Strong analytical reasoning, negotiation, influencing, communication, and relationship-building skills.
- Contact centre leadership or operational experience is considered an asset.
- Project management or change management experience or certification, such as PMP or Prosci, is an asset.
- Completion of, or willingness to complete, relevant ICMI designations.
Working EnvironmentThis position operates within a 24/7 service environment and may require support during periods of high call volume. Some travel is required for conferences, Club visits, and operations in Manitoba.
