Lead the work. Support the team. Protect the customer experience.
Join us in a hands-on leadership role focused on delivering smooth, successful installs at scale. We’re looking for an experienced operations leader to join our team as General Manager. This isn’t your traditional retail or branch leadership role. This is a high capacity operational leader who can manage execution flow, support a team, protect the customer experience, and maintain control in a fast-moving environment.
Our marketing and sales teams generate demand and complete the sale.
Your role begins once the project is sold. You’re responsible for execution across a defined volume of projects within the GTA West Region
From that point forward, you are responsible for leading execution — ensuring every project is properly prepared, approved, and completed successfully while delivering an exceptional customer and team experience.
If you find yourself asking every day: “How can I help ensure this goes right?”
…this could be the perfect opportunity for you.
The Role
This is a hands-on leadership role focused on execution, coordination, and experience. You will lead a small team while managing execution at scale across a volume of projects, which may span one or multiple locations depending on business needs.
Your focus is not on managing a store — it’s on managing outcomes.
You are responsible for ensuring that every project flows smoothly from sold to install, with strong preparation, clear communication, and clean execution.
You'll be supported by a growing suite of AI-powered operational coaches and workflow tools designed to help you prioritize effectively, strengthen project execution, and continuously develop your skills.
What You Own
Your role centres around protecting the key control points that drive successful installs and a strong customer experience:
Measure Validation Approval
Before any order is placed, you ensure:
- scope is accurate and aligned with sales
- details are confirmed
- risks are identified and addressed
- the project is ready to proceed
Install Readiness & Execution
Before installers go out, you ensure:
- every job is fully prepared
- all details, materials, and notes are complete
- crews are set up for success
- risks are eliminated
You are the final checkpoint before installation.
What Success Looks Like
- Customers & Team have a consistently strong experience
- Installs run smoothly and cleanly
- Issues are caught early — not at install
- Your team feels supported and set up for success
- Work flows efficiently from sold → install
Key Responsibilities
- Lead and support your team in daily execution - install crews, service and measure techs, project coordinator and warehouse support
- Oversight on the installation, service & measure calendar for overall project flow
- Review and approve projects at key stages (validation, install & service readiness)
- Identify and resolve risks before they impact installs
- Triage and manage customer issues quickly and effectively
- Ensure projects are completed and payments are collected
- Work closely with the Project Coordinator to maintain strong execution
- Maintain alignment to timelines and support consistent install volume
Technology & Innovation
At Brookstone, we embrace technology to help our teams work smarter, make better decisions, and deliver an exceptional customer experience. You'll use AI-powered operational tools and coaches as part of your daily workflow to support project execution, prioritize work, strengthen decision-making, and resolve customer challenges. No previous AI experience is required—we'll provide the training. We simply ask that you're curious, adaptable, and excited to embrace new technology.
What This Role Is (and Isn’t)
This role is:
- hands-on and operational
- challenging, fast-paced and detail-oriented
- focused on execution and outcomes
- centered on team and customer experience
This role is not:
- traditional retail management
- sitting behind reports all day
- managing large teams
What’s in It for You
- Monday–Friday daytime schedule (for the most part)
- Strong work/life balance
- Competitive salary + performance-based bonus
- Company-paid benefits
- 3 weeks vacation
- Phone allowance and company issued laptop
- Your birthday off
- Growth opportunities in a rapidly expanding company
- Work with an energized, positive team
Who You Are
- Comfortable learning and adopting new technology, including AI-powered tools, to improve workflow, decision-making, and the customer experience.
- 10+ years experience in retail, operations, or service environments
- Strong problem solver who acts quickly and decisively
- Highly organized and detail-oriented
- Naturally proactive — you plan ahead and eliminate risks before they impact the process
- Comfortable working in a fast-paced, hands-on environment
- Strong communicator with a team-first mindset
Bonus points if you have experience in project-based or installation environments.
Who We Are
- Customer Obsessed — delivering an exceptional experience every time
- Employee Focused — award-winning workplace culture
- Growth Oriented — rapidly expanding with real advancement opportunities
- Innovation is part of how we work - we're continually developing AI-powered operational coaches and workflow tools that support our teams every day—from planning priorities and validating projects to navigating customer situations. We're looking for someone who enjoys learning, embraces change, and sees technology as a tool to help them work smarter and deliver exceptional results.
Our Core Values
- Customer Obsessed
- LFG – Get ‘er Done!
- NO JERKS – positive workplace
- Quality Matters – Measure Twice, Cut Once
- We Embrace Change for Positive Growth
- HCIH – How Can I Help?
- Think Things Through
Ready to Apply?
Send us your resume — we review every application personally (not an AI program). I am a real person, my name is Connie and I’m the Director of Operations at Brookstone.
If we see potential we’ll connect with you quickly - can be the same day, so be ready. I will call/email/text - early bird gets the worm so please respond back right away.
We’re excited to meet people who take pride in getting things done right and delivering exceptional experiences.
Job Types: Full-time, Permanent
Pay: $65,000.00-$75,000.00 per year
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
Work Location: In person
