Operations Manager

The Operations Manager supports the delivery and operational execution of customer programs within the Program Office. This role partners closely with the Program Executive to ensure alignment with strategic objectives, operational excellence, and client satisfaction. The Operations Manager is responsible for driving day-to-day program operations, supporting team performance, and contributing to continuous improvement initiatives that enhance service delivery and internal capability.

Essential Functions:

Strategic & Program Alignment

• Collaborate with the Program Executive to support and execute the strategic roadmap for the program(s), leveraging a fundamental understanding of AGS products and services to identify opportunities for growth and continuous improvement. Lead project delivery and drive completion, ensuring alignment with program goals and client expectations. Develops and presents, client-facing materials such as Quarterly Business Reviews (QBRs), performance summaries, and strategic updates with leadership support as needed.

Operational Execution & Process Management

• Manage daily operations by overseeing workload distribution, optimizing processes, and resolving issues. Uphold compliance standards via audits and reporting, while maintaining accurate documentation of all operational activities.

Client & Stakeholder Engagement

• Serve as the primary contact for client stakeholders on operational matters, supporting relationship management and resolving escalations; contribute to program planning and budget alignment through operational meetings and financial forecasting, while also driving satisfaction and continuous improvement through Voice of the Customer and Supplier initiatives.

Team Leadership & Development

• Manage a team of operational specialists, driving high performance and skill development aligned with individual goals. Oversee onboarding and training on core processes and best practices. Provide ongoing coaching and feedback to support strong performance outcomes.

Risk & Issue Management

• Mitigate key operational risks by ensuring adherence to contract obligations, employment law, and compliance requirements. This includes proactively identifying potential issues, implementing safeguards, and implementing resolution efforts to protect the organization from legal, regulatory, and reputational exposure. Mitigation strategies will be developed in close collaboration with leadership to ensure alignment with organizational priorities and risk tolerance.

Cross-Functional Collaboration

• Collaborate with staffing suppliers to ensure consistent service delivery and timely issue resolution, while partnering cross-functionally with internal teams such as Supply Chain, Implementation, Analytics, and HR to drive overall program success.

Data & Insights

• Leverages data to identify trends, craft strategic solutions, and tell a compelling story. Integrates Voice of the Customer (VOC) and Voice of the Supplier (VOS) insights to drive continuous improvement. Supports QBRs by building, analyzing, and presenting reports that highlight performance and opportunities.

Operational & Financial Execution Support

• Focused on supporting the operational and financial execution of a program, contributes to budget tracking by monitoring daily activities and aligning spend with goals. While not owning the budget, their involvement in cost control includes identifying inefficiencies and recommending adjustments in collaboration with senior leaders. It also informs compensation and staffing decisions by analysing performance trends and ensuring resources align with demand and budget constraints.

• Bachelor’s Degree Preferred or equivalent experience
• 1 to 2 years of experience leading/managing a team of employees
• 3–5 years of experience in the staffing, recruiting, or workforce solutions industry preferred.
• 1 to 2 years of account management and/or solution selling preferred.
• Experience supporting a variety of programs and staffing models, with the ability to follow established processes, assist with day-to-day operations, and contribute to team goals through accurate execution and collaboration.
• Ability to engage and influence executive-level clients by building trusted relationships, understanding business needs, and clearly communicating value to support alignment and partnership success.
• Proficient in managing and leveraging operational systems, including Vendor Management Systems (VMS), workforce management platforms, and business intelligence tools.
• Demonstrates the ability to guide team adoption, troubleshoot system issues, and identify opportunities for automation and process optimization.
• Skilled in Microsoft Word, Excel, and PowerPoint, with a focus on using data and technology to drive efficiency and informed decision-making.
• Proven ability to manage small to mid-sized projects from planning through execution, including defining scope, tracking milestones, and managing risks.

Per Salary Transparency: The range for this position is $85-$90k CAD + bonus.

AI Usage Disclosure

• Please note that we use artificial intelligence (AI) tools to screen, assess, or select applicants for this position. These tools may analyze application materials and assist our team in identifying candidates whose qualifications best match the requirements of the role. If you have questions about our use of AI in the hiring process, or would like more information, please contact us.

Existing Vacancy Statement

• This posting is for an existing vacancy within our organization.
• Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role is eligible for the following:

Benefits Overview:

• Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role is eligible for the following:
• Comprehensive health, dental, and vision insurance
• RRSP retirement savings plan with company match options
• Paid time off, including vacation, sick leave, and holidays
• Employee assistance program (EAP)
• Life and disability insurance
• Professional development and tuition reimbursement opportunities

At AGS, we recognize our people are our strength. We are an equal opportunity (M/F/Disability/Veterans) and consider all applications without regard to race, gender, sexual orientation, gender identity, age, color, religion, national origin, veteran status, disability, genetic information or any other status protected by applicable law. We value our people, their varying perspectives and are committed to fostering an environment where they can bring their whole selves to work. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email  Accommodation@allegisglobalsolutions.com for accommodation options.