Location: 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.ran@quantum.ca.
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