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Canada
Remote only
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an Operations Director based in Canada.
We are seeking a hands-on Operations Director to lead and scale a high-performing inside sales and appointment-setting team within a fast-growing, AI-driven technology business serving the home services industry. In this role, you will oversee the team responsible for responding to leads, qualifying prospects, and booking onsite appointments that directly impact customer revenue. You will own daily operations, workforce planning, hiring, onboarding, coaching, and performance management while ensuring consistent execution and measurable results. Working closely with senior operations and sales leadership, you will help shape processes, establish team standards, and identify opportunities to improve efficiency and conversion rates. This is a high-ownership position in a rapidly evolving environment where decisions are implemented quickly and operational improvements have a direct commercial impact. The ideal candidate is decisive, organized, comfortable with ambiguity, and motivated by building teams and systems that deliver results.
Lead the day-to-day operations of the inside sales and appointment-setting team, ensuring effective lead handling, prospect qualification, and onsite appointment booking.
Manage staffing, schedules, attendance, shift coverage, and weekend rotations to align team capacity with incoming lead volumes.
Recruit, onboard, train, and develop new sales representatives, helping them become productive as quickly as possible.
Monitor call quality, listen to recorded conversations, and provide practical, actionable coaching to improve representative performance.
Track and manage key operational metrics, including speed to lead, contact rate, booking rate, and appointment show rate.
Identify performance gaps, investigate underlying causes, and implement corrective actions to maintain consistent results.
Address performance concerns directly, conduct difficult conversations when necessary, and establish clear expectations and accountability.
Document workflows, operating procedures, and team processes to support consistency, scalability, and reduced dependence on individual team members.
Identify operational bottlenecks and recommend improvements to coverage, coaching, onboarding, and lead-management processes.
Collaborate closely with senior operations and sales operations leaders to align team performance with business objectives and customer revenue outcomes.
Take ownership of team performance metrics from the early stages of employment, reviewing results regularly with leadership and adjusting execution as needed.
Adapt operating models and responsibilities as the team expands, helping build the processes and management structure needed for continued growth.
Proven experience managing an inside sales, appointment-setting, telemarketing, or sales floor team, with direct responsibility for people and performance outcomes.
Experience hiring, onboarding, coaching, and managing sales representatives in a fast-paced, target-driven environment.
A strong understanding of phone-based sales and lead conversion, including the ability to evaluate sales calls and identify specific improvements in representative behavior.
Demonstrated ability to manage performance against measurable KPIs, such as response times, contact rates, booking rates, and appointment attendance.
Strong workforce management and organizational skills, including scheduling, staffing coverage, attendance management, and workload planning.
Confidence addressing performance issues, delivering direct feedback, and holding team members accountable while maintaining a productive working environment.
Experience developing and documenting repeatable operating procedures that improve consistency and support team growth.
Strong analytical and problem-solving abilities, with the capacity to recognize emerging issues before they significantly affect performance.
A proactive, high-ownership mindset and the ability to make decisions, take initiative, and implement improvements without relying on a fully established playbook.
Comfort working in a rapidly changing environment where priorities, processes, and responsibilities evolve as the business grows.
Clear communication skills and the ability to work closely with senior leadership on operational performance and continuous improvement.
Experience in home services, remodeling, or other businesses involving in-home appointment booking is advantageous.
Previous experience in a startup or high-growth company is beneficial, particularly where operational processes needed to be built and refined.
Availability and workload: Willingness to work approximately 60–70 hours per week, including some weekends, with coverage aligned to customer lead volumes and business needs.
Total compensation: $130,000–$250,000, comprising base compensation and equity.
Remote work: Fully remote opportunity for candidates based in Canada or the United States.
Significant ownership: Direct responsibility for team performance and operational outcomes, with substantial ownership expected within the first two weeks.
Direct leadership collaboration: Work closely with senior operations and sales operations leaders, with regular reviews of performance and business results.
Opportunity to build: Shape team processes, management practices, onboarding systems, and operational playbooks as the business scales.
Visible business impact: See how operational decisions affect appointment conversion, customer experience, and revenue.
Fast implementation: Opportunity to test and implement process improvements quickly in a dynamic, execution-focused environment.
Career growth: An evolving role with expanding responsibilities as the team and business grow.
Healthcare coverage, paid leave, retirement benefits, and other specific employment perks were not disclosed in the provided job description.z
