Senior/Associate Director, Operations

Role summary

This position is for a senior operations leader based in Fort McMurray, Alberta, within the Central branch. The role is full-time and site-based, with a salary range of CA$120,000 to CA$140,000 per year. It focuses on leading regional operations across Northern Alberta for a complex security services business, with responsibility for service quality, team leadership, financial performance, and client satisfaction.

The successful candidate will work closely with regional leadership to uphold a people-centred service culture, support sustainable growth, and ensure that operational delivery remains strong, consistent, and aligned with business goals.

People leadership and workplace culture

• Guide, coach, and strengthen a mixed team of managers working across office and field-based functions.
• Promote a culture grounded in values, people-first leadership, and strong service behaviour.
• Improve engagement, retention, and succession readiness across the workforce.
• Carry out performance reviews and competency-based assessments.
• Encourage ongoing learning, development, and internal mobility.
• Help maintain a workplace that is inclusive, cooperative, and focused on safety.

Client management and retention

• Ensure clients receive consistently high service levels and dependable delivery.
• Develop lasting working relationships with important client contacts.
• Act as the main senior contact for difficult operational matters.
• Hold regular meetings with clients and visit sites as needed.
• Look for ways to deepen existing partnerships and create new opportunities.
• Support renewals, growth discussions, and proposal-related activities.

Strategic and operational leadership

• Create and implement short-term and long-term operational plans.
• Make sure regional priorities are aligned with broader company objectives.
• Introduce service enhancements and practical technology improvements.
• Convert strategic goals into measurable operational results.

Financial management and accountability

• Oversee portfolio profitability and operating budgets.
• Handle pricing, invoicing, and contract negotiation support.
• Track overtime, expenses, and key financial indicators.
• Assist with forecasting and annual budget preparation.
• Ensure financial controls and reporting expectations are followed.

Process improvement and program consistency

• Lead continuous improvement efforts across operational activities.
• Build repeatable best practices and scalable programs.
• Set up and monitor KPIs to measure performance.
• Ensure compliance with OHS requirements.
• Maintain clear processes for incident reporting and escalation.

Business growth and market development

• Identify and pursue new business and partnership opportunities.
• Contribute to proposals, presentations, and RFP responses.
• Represent the organization in the security industry and local community.
• Support expansion into new markets and services.

Portfolio governance and operational oversight

• Ensure service delivery meets contractual commitments and standards.
• Lead quality assurance and operational audit activities.
• Oversee training, onboarding, and workforce planning.
• Work with HR and support teams to improve staffing approaches.
• Provide leadership during urgent incidents and emergencies.

Requirements

• Proven experience leading large operations, multi-site portfolios, or regional business units.
• Background in managing client relationships and senior stakeholders.
• Strong grasp of finance, including budgeting, forecasting, and profit management.
• Ability to lead, coach, and develop management-level teams.
• Track record of improving operations and driving continuous improvement.
• Excellent communication, presentation, and relationship-building ability.
• Valid driver's licence and willingness to travel throughout the region when needed.
• Ability to juggle multiple priorities in a busy, fast-moving environment.
• Experience in security, facilities management, or another service-focused industry is preferred.
• Experience supporting RFPs, contract discussions, and business development is an asset.
• Knowledge of OHS regulations and compliance systems is preferred.
• Post-secondary education in Business Administration, Operations Management, Leadership, or a related area is preferred.

Benefits

• Competitive compensation package.
• Health and dental coverage.
• Opportunities to move forward within a growing organization.
• Leadership development and professional training support.
• Recognition and rewards for employee contributions.
• A supportive and collaborative leadership culture.
• The chance to contribute meaningfully to organizational growth and success.

Additional information

The role is part of the Central branch and is based in Fort McMurray, Alberta. It is a permanent full-time position with on-site work expectations.