Job Description: Manager, Operational ResilienceStatus: Regular, Full Time
Department: Customer Experience
Location: Markham - 4 days in office
Compensation: $84,264 - $130,609Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.
Job SummaryThe Manager, Operational Resilience is responsible for supporting the design, implementation, and maintenance of operational resilience practices across the organization. The role focuses on ensuring
critical business processes can continue during disruptions through effective planning, risk assessment, and coordination with operational teams.
This position emphasizes
process-level continuity, workforce readiness, and customer experience.Key Responsibilities- Support the development and execution of the operational resilience framework
- Coordinate resilience activities across business units
- Embed resilience considerations into operational processes and improvement initiatives
- Work with business units to identify and document critical processes
- Map key dependencies across:
- People (roles, skills)
- Suppliers and third parties
- Facilities and operational assets
- Maintain up-to-date documentation of operational workflows
- Facilitate Business Impact Assessments for operational areas
- Help define:
- Key service impacts
- Acceptable downtime thresholds
- Recovery priorities
- Ensure alignment with business needs and customer expectations
- Develop and maintain Operational Continuity Plans (OCPs)
- Support business units in defining:
- Manual workarounds
- Alternate processes
- Staffing contingencies
- Ensure plans are practical, actionable, and easy to execute
- Support coordination during operational disruptions
- Help implement response procedures and track actions
- Maintain communication with operational stakeholders during incidents
- Coordinate and support resilience testing activities, including:
- Tabletop exercises
- Scenario-based simulations
- Document outcomes, identify gaps, and track remediation actions
- Monitor effectiveness of continuity plans and resilience practices
- Support post-incident reviews and lessons learned
- Identify opportunities to improve operational resilience through:
- Process optimization
- Standardization
Qualifications & Experience- Bachelor's degree in business, Operations or a related field
- 5-8 years of experience in: Operations, Business continuity, Process improvement or risk management
- Experience working cross-functionally with business stakeholders
Key Skills & Competencies- Strong understanding of business operations and process flows
- Process mapping and documentation skills
- Ability to translate risks into practical operational solutions
- Organizational and coordination skills
- Strong communication and stakeholder engagement
- Analytical mindset with attention to detail
- Continuous improvement orientation
