Position: Director, Field Service Operations Location: Etobicoke / Toronto Salary: $115K to $130K Job Type: Permanent Posting Type: Open Vacancy

Are you a results-driven operational leader who thrives on scaling field service organizations, driving KPI performance, and leading high-performing teams?

Our client, a respected and growing Canadian organization, is seeking a strategic yet hands-on Director, Field Service Operations to lead and optimize a national field service operation. This is a key leadership opportunity for someone who understands how to improve operational efficiency, build scalable processes, and drive measurable business results within a field service, trades, technical service, inspection, or mobile workforce environment.

Reporting to the VP, Strategy & Operations, you will play a critical role in shaping operational strategy while remaining closely connected to day-to-day execution. The ideal candidate is a true "player-coach" leader who can motivate teams, implement structure and accountability, and use data and KPIs to move the business forward.

Responsibilities:

• Lead and oversee all field service operations and inspection teams
• Ensure efficient, high-quality, and consistent service delivery
• Establish, enforce, and maintain inspection and operational standards
• Ensure compliance with safety regulations, industry standards, and company policies
• Oversee scheduling, dispatch, and operational coordination processes
• Monitor field productivity, utilization, scheduling efficiency, and turnaround times
• Conduct audits of fieldwork and inspection reports to ensure quality and accuracy
• Manage escalations, disputes, and service-related issues to resolution
• Drive continuous improvement in processes, workflows, and service delivery
• Lead monthly operational performance reviews and KPI tracking
• Monitor and improve key metrics including:
• Revenue per inspector per day
• Inspector utilization rate
• CSAT / NPS
• Schedule adherence and turnaround times
• Labour cost as a percentage of revenue
• Overall field productivity and efficiency
• Identify, implement, and manage operational improvements and corrective actions
• Lead workforce development including recruitment, onboarding, training, and coaching
• Build a high-performance culture focused on accountability, safety, and customer service
• Partner with training teams to ensure consistent technical and operational development
• Drive adoption of technology solutions including CRM, scheduling, routing, and field service tools
• Standardize SOPs and operational workflows across field operations
• Collaborate cross-functionally with Sales, Marketing, Product, and Client Experience teams
• Support strategic planning and operational alignment with business growth objectives
• Ensure compliance with regulatory, privacy, and internal governance standards

Requirements:

• Completed post-secondary education in a relevant field
• 5+ years of experience in operations leadership in a service-based environment
• Experience managing field service, inspection, or mobile workforce teams
• Strong understanding of operational KPIs, productivity metrics, and service delivery performance
• Proven ability to improve operational efficiency and scale teams in a growing organization
• Strong leadership, coaching, communication, and problem-solving skills
• Experience working cross-functionally with operations, sales, and support teams
• Familiarity with scheduling, dispatch, CRM, or field service management systems
• Background in home inspection, construction, or field services (preferred)
• Exposure to call centre or client support operations (strong asset)
• Certifications such as ASHI or InterNACHI ( strong asset)
• Strong ability to balance tactical execution with strategic leadership
• Data-driven, accountable, and process-oriented leadership style To apply, please send your resume to Vanessa Tran at vanessa.tran@quantum.ca. REFER A PERM HIRE AND EARN A CASH BONUS! For details, click here. All applications are reviewed by our recruitment team, and hiring decisions are made by people. We may also use AI-enabled tools to support parts of the application review process. #twe1