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Director Service Operations

Workplace Resource

This is a Full-time position in Toronto, ON posted May 16, 2019.

As a seasoned operations leader, you know how to make things run smoothly. You’ve often thought about how you’d build something if it was up to you.We’re stable, growing and building a brand-new office furniture services and installation department. We’re Workplace Resource ( , and this is where you belong.As a Herman Miller certified dealer, we prioritize people, productivity and value to create more than a place to work—a space to succeed.Our passion is creating a better world around all of us. We do this with the help of customers and employees, partnering to envision and realize the space in which they work, heal, learn, and live. We work for the health and wellbeing of our customers, our employees, the environment, and the community. In the end, the solutions we invent are an expression of human experience and help our customers’ organizations (and our own) perform better.We’re looking for a Director, Service Operations to build our new services and installation department, as a part of our effort to create an unparalleled customer experience. This is a new role and we hope our search begins and ends with you.Director, Service Operations :Your first priority in this role will be the initial development and implementation of our Service and Installation Department. We currently outsource the functions this department will handle and bringing them in-house is a key element of our ambitious growth plan.The majority of your time will be focused on getting this department up and running. To accomplish this, you will:  * Apply your expertise to the implementation of the  WR Services Strategic Plan which includes Delivery& Installation, Warehouse & Asset Managerment, and Service & WarrantyTeam.* Oversee the recruitment, hiring and training of the service, installation, warranty, and warehouse teams* Inform Real Estate Strategy, space plan, and leaseholds* Develop and implement SOPs and KPIs for the department* Work with Human Resources to develop and implement Health & Safety programs* Manage system integration with our Dealer Business Operating System and additional tools to support processes* Conduct beta testing to validate new service operations model to successfully implement a new department and track to ensure it is producing successful results. Once this is accomplished, you will handle the day-to-day operations of our Service and Installation Department, with an eye towards continuous improvement, engaging your high-caliber team, and delighting customers. We’re hoping that you will have the vision to take our services to a new level by leveraging technology, piloting new initiatives, and expanding our offerings to meet our customers’ demands.While we are looking for your leadership and expertise to spearhead this process, you can count on a wealth of support. You’ll rely on our Sales, Operations, HR and Finance teams, internal SMEs on the Herman Miller, Inc. side, and benchmarking and process resources from the Herman Miller Dealer Network. Every tool you need to succeed will be at your disposal.The Right Fit:We care about who you are as much as what you’ve done. You’re a great fit for this opportunity because you’re:* Innovative – you know that forward-thinking solutions are a major competitive advantage. You leverage analytics and technology to drive results. * A savvy communicator – you’re equally comfortable speaking to external customers or internal valued team members at every level within the organization. No matter the audience, you’re clear and direct in a way that connects.* Driven – you have considerable experience, intelligence, people skills and problem-solving skills learned in complex B2B environments. You use every skill you have to develop your team. Why You’ll Love Working Here:It comes down to the people – they make this a great place to work. Our leadership is grounded and empowering. You’ll feel supported without ever feeling micromanaged. You’ll have the autonomy to get the job done. The leaders here genuinely care, so your growth and work/life balance will be fostered.The entire team is highly engaged and capable. We rely on one another. There’s a deep sense of belonging here. Mistakes are embraced, and successes are celebrated. As a result, we’re all doing our best work. That’s the kind of team we will help you build.The Details: This is a full-time permanent position, initially working in our impeccably designed and furnished downtown office, and eventually at the new facility. You’ll often work from 9:00am to 5:00pm, Monday to Friday with the potential to work irregular or extended hours as projects require. Salary will be competitive and commensurate with experience. We offer health and dental benefits, disability, life insurance, company-wide bonuses, RRSP matching after a year, stock options, flexible work arrangements and a fitness reimbursement.We also offer product discounts, the week between Christmas and New Year’s off, and an active social committee with fun monthly events. We take care of our people.Qualifications:Here are our need-to-haves:* 5+ years of business experience or previous operations, delivery and installation, field services experience, warehouse and asset management Experience leading and managing operations* Experience being responsible for the Health & Safety of a team, and knowledge of the OHSA (Occupational Health & Safety Act)* Experience analyzing data, and implementing data-driven processes* Strong experience working with MS Office Suite for document creation, data analysis, and communication (Outlook, Word, Excel)* A valid driver’s license and access to a reliable vehicle* Expertise in warehouse management systemsAnd here are our nice-to-haves:* Supply chain planning, customer service, transportation operations experience* Project Management Professional (PMP) certification is an assetHow to Apply:Our online application will give you the option to apply to this role as a complete person – not just a resume. The application will assess your qualifications, personality traits and workplace preferences, and should take 10 to 15 minutes to complete. After submitting, you’ll receive an email inviting you to log in and view your assessment results.WR and Herman Miller are committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities. If you require accommodation during the recruitment and selection process, contact us with the “Help” button in the application. We will work with you to meet your needs.We will review applications as they are received, with priority given to those who complete the full assessment. We look forward to hearing from you.