Director of Operations – Multi-Site Operations & Performance
Toronto, Ontario | Full-Time | Permanent
Starting at $115,000 per year, based on experience
Additional performance-based compensation and future growth opportunities may be available
Lead a Growing Multi-Location Operation Across Canada — With Expansion Into the U.S.
Coast2Coast First Aid & Aquatics Inc. is looking for an experienced Director of Operations to lead managers across multiple departments and help drive the performance of a growing multi-location organization.
You will oversee a broad operational portfolio that includes workforce scheduling, facilities, equipment and supplies, instructor operations, recruitment and HR operations, quality assurance, operational systems, and major cross-functional projects across more than 20 locations and multiple Canadian markets.
As Coast2Coast continues to grow across Canada and begins expanding into the United States, this role will also help shape operational systems, management practices, and processes that can scale across markets.
This is a senior, hands-on leadership position for someone who has experience managing managers, improving complex operations, building accountability systems, and ensuring that multiple departments execute consistently.
You will work closely with Ownership and senior leadership and will have meaningful responsibility for the day-to-day performance of the organization.
We are looking for someone who can move comfortably between:
- Leading and developing managers
- Reviewing KPIs and operational dashboards
- Improving processes
- Solving multi-location operational problems
- Auditing whether work is actually being completed
- Strengthening accountability
- Using technology to improve visibility and efficiency
- Supporting expansion into new markets
- Building systems that allow the organization to scale
Experience in First Aid or training is not required.
Strong candidates may come from industries such as:
- Multi-location healthcare
- Logistics
- Hospitality
- Franchising
- Home services
- Field services
- Retail
- Education
- Workforce management
- Professional services
- Other complex service-based organizations
What matters most is that you have successfully led people, managers, processes, systems, and multiple locations.
About Coast2Coast
Coast2Coast First Aid & Aquatics Inc. is a Canadian Red Cross Training Partner providing First Aid, CPR/AED, BLS, instructor training, private training, and public certification programs.
We train tens of thousands of students annually through a growing network of training locations, instructors, managers, and operational teams.
Our operations continue to expand across Canada, and we are beginning to build our presence in the United States.
As the organization grows, we are strengthening our senior operations leadership to ensure that our systems, people, and processes scale with the business.
What You Will Own
The Director of Operations will provide leadership across several interconnected areas of the organization, including:
- National operations
- Instructor operations
- Workforce scheduling
- Facilities
- Equipment and supplies
- Recruitment and operational HR
- Quality assurance
- Operational systems and technology
- Process improvement
- Management performance and accountability
- Operational projects
- New-market expansion
You will lead managers responsible for these areas and ensure that priorities move from assignment to measurable, verified completion.
What Success Looks Like
A successful Director of Operations will help create an organization where:
- Managers understand exactly what they own.
- Operational priorities are clear and consistently followed through.
- Important deadlines do not quietly drift.
- Problems are identified before they affect customers, instructors, employees, or business performance.
- Scheduling, staffing, facilities, equipment, supplies, and systems remain reliable.
- Managers actively supervise and develop their own teams.
- Reports accurately reflect operational reality.
- Recurring issues are identified at their root and permanently addressed.
- Technology improves visibility, accountability, and efficiency.
- New locations and markets launch with consistent operational standards.
- Senior leadership has clear visibility without needing to personally chase routine execution.
Key Responsibilities
- Lead and develop operations managers and assistant managers responsible for scheduling, instructors, facilities, equipment, supplies, HR operations, and operational projects.
- Establish clear priorities, responsibilities, deadlines, and performance expectations.
- Hold structured one-on-one meetings and management reviews.
- Follow up on commitments and ensure important initiatives reach completion.
- Coach managers on leadership, delegation, communication, accountability, and problem-solving.
- Help managers become stronger leaders of their own teams.
- Build management independence while maintaining appropriate oversight.
- Recognize strong performance while addressing recurring performance concerns promptly and professionally.
- Help identify and develop future leaders within the organization.
Lead Multi-Location Operations
- Maintain operational visibility across Coast2Coast locations and regions.
- Ensure upcoming courses have appropriate staffing, facilities, equipment, supplies, and operational support.
- Oversee forward-looking scheduling and course-readiness processes.
- Identify staffing, scheduling, facility, or operational risks before they become day-of emergencies.
- Ensure company standards remain consistent across locations.
- Support launches, relocations, expansion projects, and new-market development.
- Help establish scalable operating standards that can support both Canadian and future U.S. operations.
Build Accountability and Operational Discipline
- Establish simple, measurable accountability systems for managers and departments.
- Develop meaningful operational KPIs and management scorecards.
- Ensure recurring audits and operational reviews happen consistently.
- Conduct strategic spot checks instead of relying only on reports or verbal updates.
- Verify that important issues have actually been resolved before they are considered closed.
- Track recurring problems and identify their underlying causes.
- Ensure obstacles are escalated early rather than after deadlines are missed.
- Create clear ownership for recurring processes.
Our philosophy is simple:
Inspect what you expect — without creating unnecessary bureaucracy.
Improve Processes and Systems
- Evaluate existing operational workflows and identify where processes are unclear, inefficient, repetitive, or vulnerable to error.
- Improve processes in ways employees can realistically follow.
- Clarify ownership, deadlines, escalation paths, and verification methods.
- Improve task management, documentation, dashboards, reporting, and operational visibility.
- Ensure new processes are properly introduced, adopted, measured, and maintained.
- Reduce unnecessary manual work where practical.
- Build systems that can scale as the company expands.
- Identify opportunities for automation and technology-enabled efficiency.
Lead Through Technology
Coast2Coast operates through several interconnected platforms and internal systems.
The Director of Operations should be comfortable learning and working with technologies such as:
- ClickUp
- Connecteam
- Bookeo
- CRM platforms
- Google Workspace
- Microsoft Excel
- Reporting dashboards
- Scheduling systems
- AI and automation tools
- Internal business applications
Experience with these exact platforms is not required.
What matters is that you are technologically confident, learn systems quickly, understand how information moves between platforms, and know how to use technology to improve operations, reporting, accountability, and decision-making.
Oversee Scheduling and Course Operations
- Oversee scheduling and workforce-planning systems.
- Ensure instructor assignments, course locations, dates, and times are accurate.
- Monitor course-readiness and forward-looking operational risks.
- Ensure scheduling conflicts and gaps are identified early.
- Strengthen verification processes around upcoming courses.
- Ensure urgent staffing or scheduling issues are escalated and resolved quickly.
- Improve operational coordination between scheduling, instructor operations, facilities, and other teams.
Oversee Facilities, Equipment and Supplies
- Provide leadership to the team responsible for Coast2Coast facilities across Canada.
- Ensure locations meet company presentation, cleanliness, equipment, and supply standards.
- Monitor inspection, maintenance, deployment, restocking, and replacement schedules.
- Ensure facility and equipment issues have clear owners and completion timelines.
- Identify recurring problems and develop sustainable solutions.
- Support facility launches, relocations, improvements, and expansion projects.
- Maintain consistent operational standards across all locations.
Strengthen Instructor Operations
- Oversee systems supporting instructor recruitment, onboarding, scheduling, communication, performance, and retention.
- Ensure instructor quality concerns result in appropriate coaching and follow-up.
- Monitor instructor coverage and operational readiness.
- Improve instructor-management processes.
- Support consistent service and training standards across regions.
- Support programs that improve instructor engagement, performance, and accountability.
Support Operational HR and Performance Management
- Ensure staffing needs are identified proactively.
- Support recruitment and onboarding processes.
- Help create clear job responsibilities and measurable performance expectations.
- Coach managers on employee performance management and accountability.
- Ensure recurring employee-performance concerns are documented appropriately.
- Help managers address concerns fairly, professionally, and consistently.
- Support disciplinary processes where appropriate.
- Provide Ownership with recommendations regarding staffing, restructuring, hiring, or role changes when required.
Manage Operational Incidents
When an operational issue occurs, the Director will ensure the organization does more than simply correct the immediate problem.
You will help determine:
- What happened?
- Why did it happen?
- Which process or control failed?
- Was this an isolated error or part of a larger pattern?
- What corrective action is required?
- Who owns the corrective action?
- How will completion be verified?
- What needs to change to reduce the likelihood of recurrence?
The successful candidate should remain calm, organized, analytical, and decisive when circumstances change quickly.
Support Growth and Expansion
- Help prepare operational systems for continued growth across Canada.
- Support expansion into additional cities and provinces.
- Participate in the development of operational standards for emerging U.S. markets.
- Ensure new markets launch with appropriate staffing, facilities, systems, documentation, and controls.
- Identify where existing processes need to evolve as geographic complexity increases.
- Work with senior leadership to ensure growth does not come at the expense of operational quality.
Who We Are Looking For
We are looking for an experienced operational leader who has already been responsible for meaningful people, managers, processes, systems, and business outcomes.
Strong candidates will typically bring:
- 10+ years of progressive operations, business operations, service delivery, logistics, workforce management, or related leadership experience.
- Significant experience managing teams and preferably 3+ years managing managers, supervisors, or department leaders.
- Experience in a multi-location, distributed, field-service, logistics, healthcare, education, hospitality, franchise, retail, home-services, or other operationally complex organization.
- Strong process-improvement experience.
- Experience establishing KPIs, dashboards, management routines, or accountability systems.
- Strong technology and systems aptitude.
- Strong written and verbal communication.
- Excellent organizational skills and attention to detail.
- Strong judgment and decision-making ability.
- Experience coaching and developing managers.
- Confidence handling difficult performance and accountability conversations.
- A track record of taking ownership and driving measurable results.
A university or college degree in business, operations, management, or a related discipline is an asset, but strong relevant leadership experience is more important than a specific degree.
First Aid, CPR, BLS, or instructor certifications are not required for this position.
Candidates From Other Industries Are Encouraged to Apply
Experience in First Aid or training is not required.
We are particularly interested in experienced operations leaders from environments such as:
- Multi-location healthcare
- Home services
- Logistics
- Hospitality
- Retail
- Education
- Franchising
- Field services
- Workforce management
- Professional services
- Other service-based businesses
If you have successfully led managers, people, processes, systems, and multiple locations in another industry, your experience may transfer very well to Coast2Coast.
You May Be a Great Fit If...
You naturally ask:
“How do we know this was actually completed?”
You enjoy improving organizations where good people and strong opportunities already exist, but where better systems, accountability, and management structure can significantly improve performance.
You are comfortable:
- Reviewing operational data.
- Coaching a manager.
- Walking through a process.
- Investigating why something went wrong.
- Building a better system.
- Setting measurable expectations.
- Making difficult decisions.
- Managing competing priorities.
- Solving multi-location problems.
- Supporting expansion.
- Presenting recommendations to senior leadership.
You do not need to personally perform everyone else’s work.
Instead, you build managers, systems, and accountability structures that ensure the work gets done.
Why Join Coast2Coast?
This is an important leadership position within a growing Canadian organization.
The successful candidate will have meaningful influence over how Coast2Coast’s national operations continue to evolve.
You will have the opportunity to:
- Lead and improve an established multi-location operation.
- Develop an existing management team.
- Introduce new systems, technology, and operational practices.
- Help shape organizational structure.
- Support expansion into new Canadian markets.
- Participate in the early development of U.S. operations.
- Work directly with company Ownership and senior leadership.
- Take on greater responsibility as the organization continues to grow.
There is significant opportunity for professional growth for a high-performing leader who makes a meaningful impact on the organization.
Compensation
Starting at $115,000 per year, based on experience.
Additional performance-based compensation may be available based on individual and company performance.
Future compensation growth and expanded responsibility may also be available based on demonstrated results and the evolving scope of the position.
Location and Travel
This position is based in the Toronto/GTA and requires regular in-person involvement.
Occasional travel to Coast2Coast locations across Canada may be required.
Travel to the United States may become part of the position as Coast2Coast’s U.S. operations grow.
Application Question
As part of your application, please answer the following:
Tell us about a multi-location operation, department, or process you inherited that was not performing as well as it could have been. What did you change, how did you hold managers accountable, and what measurable improvement resulted?
We are particularly interested in candidates who can demonstrate what they have built, improved, fixed, or scaled — not simply the responsibilities they have held.
Pay: From $115,000.00 per year
Benefits:
- Casual dress
- Extended health care
- On-site parking
- Paid time off
- Store discount
- Vision care
Ability to commute/relocate:
- Thornhill, ON L4J 2L1: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Please briefly describe your experience directly managing managers or department leaders. How many managers reported to you, and what functions did they oversee?
- Tell us about a multi-location operation, department, or process you inherited that was not performing as well as it could have been. What did you change, how did you hold managers accountable, and what measurable improvement resulted?
Education:
- Bachelor's Degree (required)
Experience:
- operations management: 10 years (required)
- directly managing managers or department leaders: 7 years (required)
Work Location: In person
