Field Operations Manager

Grill Hero is North America’s trusted brand for premium BBQ cleaning, repair, and maintenance services. What started as a small summer venture has grown into a franchise system built around helping customers protect, maintain, and enjoy the cooking spaces that bring people together.

Our mission is to enhance barbecue health, safety, and performance, helping grillers make the most of every grilling experience. As we expand, our corporate locations must demonstrate the profitable growth, service quality, and operating discipline we expect across the Grill Hero system.

• Honesty: We act with integrity, transparency, and accountability.
• Empathy: We care about the customers, franchise partners, and team members we serve.
• Reliability: We do what we say we will do and deliver consistent results.
• Openness: We seek feedback, adapt quickly, and continuously improve.

We are looking for a hands-on Manager, Corporate Operations to lead Grill Hero's company-owned service teams across the GTA, Barrie, Simcoe County, and Muskoka. You will run daily operations, develop technicians and field leaders, control approved operating costs, and deliver reliable customer service.

Reporting to the COO, you will execute the approved corporate operating plan. You will provide accurate operating inputs, explain controllable cost variances, and deliver assigned improvements within approved budgets, pricing, and brand standards.

You will lead Lead and Senior Technicians, spend time in-field focusing on coaching, service quality, and customer needs. Build leaders and backup coverage so routine service execution runs reliably without constant intervention.

Employment: Full-time, year-round. Base: Mississauga / GTA, with regular travel throughout the corporate service territories and flexibility for peak-season operating needs.

• Provide staffing, capacity, equipment, and cost inputs to the COO's business plan and budget; maintain near-term workload and service-capacity forecasts.
• Deliver approved work and control technician labour, overtime, travel, supplies, and other operating costs.
• Explain operating variances and implement corrective actions; participate in the COO-led monthly P&L and forecast review.
• Ensure accurate job closeout, payment capture, and assigned receivables follow-up with Finance; escalate unresolved exceptions to the COO.

• Recruit, onboard, train, coach, and performance-manage the technician team within approved staffing plans and compensation bands.
• Develop Lead and Senior Technicians, delegate daily field leadership, and build backup coverage and a succession pipeline.
• Recommend staffing and equipment needs, then deliver approved hiring, training and service-capacity plans before peak demand.
• Set clear expectations, address performance issues early, and build a culture of safety, accountability, and continuous improvement.

• Oversee scheduling, dispatch, routing, field support, inventory, equipment readiness, and service-quality checks through the field leadership team.
• Improve sales per labour-hour, labour productivity, route density, schedule utilization, and job completion while protecting service standards.
• Maintain a high Net Promoter Score (NPS) across corporate locations against the company-approved target. Review customer feedback, coach technicians on service quality, and resolve escalated concerns promptly; reduce recurring complaints, preventable cancellations, callbacks, and rework.
• Enforce approved service procedures and safety requirements, including appropriate training and qualifications for technical work.

• Execute the COO's approved local growth priorities with Marketing, including assigned partnerships, community activity, referrals, reviews and neighbourhood marketing.
• Complete assigned commercial prospecting, assessments, approved quotes and follow-up; coordinate service delivery and renewal handoffs. The COO owns the corporate account-development plan and commitments outside delegated authority.
• Increase repeat bookings, memberships, repair opportunities, and average job value through useful recommendations and consistent field execution.
• Coordinate with the Sales Centre on demand, available capacity, booking quality, and follow-up so booked work becomes completed, paid revenue.

• Maintain a simple operations dashboard, solve recurring problems at their root cause, and document workflows that others can use.
• Coordinate accepted handoffs with Sales Centre, Marketing and Finance. You own field execution; the COO resolves cross-functional priorities and owns overall corporate financial and growth results.
• Make decisions within approved authority and bring material exceptions to the COO with evidence, options, and a recommended solution.
• Share corporate operating lessons that can improve the broader system while keeping the primary focus on running corporate locations.

• Three or more years in home services, field services, mobile services or a comparable customer-facing operation, including at least two years leading frontline teams.
• Experience managing labour, schedules, supplies or an operating budget, with evidence of improved service delivery, productivity or cost control.
• Experience recruiting, training, coaching, and performance-managing frontline teams and developing supervisors or team leads.
• Ability to plan staffing and service capacity against an agreed demand forecast and lead through seasonal peaks.
• Proven ability to resolve customer escalations, improve service quality, and build productive relationships across departments.
• Confidence using spreadsheets, dashboards, and operating systems to diagnose problems and make decisions.
• Valid driver’s licence and ability to travel regularly throughout the corporate service territories.

• Multi-location, franchise, seasonal, or owner-operated service-business experience.
• Local business development, commercial sales, partnerships, or recurring-service account management.
• Experience with Vonigo or another field-service platform, Google Workspace, Slack, Ninety.io, and EOS operating rhythms.
• Business education or equivalent practical experience; BBQ service knowledge is an asset and can be developed through training.

• Accountability: Owns operating commitments, raises issues early and follows through on recovery actions.
• Commercial judgment: Understands labour costs, productivity, customer value and when to escalate a decision.
• Leadership: Builds capable leaders, delegates clearly, and holds people accountable with respect.
• Execution discipline: Anticipates capacity constraints, prioritizes well, and closes the loop.
• Systems thinking: Turns recurring problems into repeatable processes and reliable controls.
• Communication: Presents performance, risks, decisions, and recommendations clearly.

• Daily: Review field readiness, capacity exceptions, safety and quality risks, customer escalations, and job closeout through field leaders.
• Weekly: Review operating scorecard, upcoming workload, capacity, staffing, customer issues and assigned local growth actions with the team and COO.
• Monthly: Present operating variances, productivity, quality, closeout and recovery actions in the COO-led financial review.
• Quarterly: Refresh priorities, workforce plans, leadership development, and process improvements.
• Seasonally: Deliver hiring, training, equipment, prebooking, and capacity milestones ahead of peak demand.

Proposed base salary: CAD $55,000–$65,000 annually, based on relevant experience and demonstrated operations leadership.

Proposed annual incentive: 10% of base salary at target. The incentive should emphasize controllable operating performance, field leadership and service delivery, with customer, safety and cost guardrails. Final compensation and incentive terms require leadership approval.

Health and dental benefits, leadership development, and opportunities for broader responsibility as the business grows. Benefit eligibility and terms follow the applicable company plan.

Our corporate locations demonstrate Grill Hero's service standards in practice. This role gives a capable field leader the opportunity to build a stronger team, improve daily execution, and develop reliable operating systems.