Operations Manager

Key Responsibilities

• Oversee daily operations across assigned ABCS homes and service locations, ensuring services are delivered safely, consistently and in accordance with organizational and contractual expectations.
• Maintain a regular and visible presence within ABCS locations to understand frontline operations, identify concerns early and support timely decision-making.
• Lead, support and hold Team Leads accountable for the effective coordination of their locations, including contractor communication, service delivery, documentation and operational follow-through.
• Oversee contractor schedules, service coverage, schedule changes, replacements and shift exchanges, including final operational approval of proposed coverage arrangements.
• Work collaboratively with Client Care Services to ensure operational decisions align with client support plans, assessed needs, risks, behavioural considerations and service expectations.
• Ensure only appropriately screened, trained, approved and client-ready contractors are assigned to each client or location.
• Monitor service quality, contractor reliability, location operations and compliance with agreed service expectations.
• Address operational and service concerns promptly, objectively and consistently, in accordance with ABCS processes and applicable contractor agreements.
• Provide operational oversight of health and safety practices, including hazard identification, emergency preparedness, incident follow-up and completion of corrective actions.
• Oversee incident reporting, immediate operational response, documentation, risk mitigation and required follow-up actions.
• Ensure ABCS policies, procedures, client-specific protocols and applicable CAC, ACDS, PDD and regulatory requirements are consistently implemented.
• Lead operational quality assurance and continuous improvement initiatives using service information, incident trends, scheduling data and stakeholder feedback.
• Work collaboratively with Human Resources, Training, Finance, Scheduling and Client Care Services to address contractor readiness, service-delivery and operational requirements.
• Provide senior leadership with clear and timely reporting on coverage, incidents, service quality, operational risks, location performance and emerging priorities.
• Contribute operational insight to organizational planning, service development, contractor workforce planning and the achievement of ABCS’s strategic goals.
• Support new client transitions, service expansions, location openings and the implementation of new systems, processes and operational tools.
• Reduce unnecessary reliance on senior leadership by ensuring routine operational matters are addressed promptly and at the appropriate level.

Required Qualifications

• Minimum of five years of progressive experience in operations management, service delivery, workforce coordination or a comparable leadership role.
• Demonstrated experience leading Team Leads, supervisors, site managers or other frontline leaders.
• Strong people-leadership experience, including coaching, expectation-setting, accountability and addressing difficult operational concerns.
• Experience managing operations across multiple sites, locations, programs or service areas.
• Experience overseeing schedules, service coverage, workforce deployment or shift-based operations.
• Strong ability to manage competing priorities, respond to urgent situations and make sound operational decisions.
• Experience implementing policies, procedures, service standards and operational improvements.
• Experience managing incidents, operational risks, service concerns or health and safety matters.
• Strong communication, problem-solving, organizational and follow-through skills.
• Ability to prepare clear operational reports, recommendations and escalation summaries for leadership.
• Proficiency with Microsoft Office and the ability to learn scheduling, workforce-management and documentation systems.
• Valid driver’s licence, reliable transportation and the ability to travel regularly between ABCS locations in Rocky View County and Airdrie.

Preferred Qualifications

• Experience in supported living, disability services, mental health, behavioural support, health care or human services.
• Experience managing residential care homes, group homes, community-based services or other 24-hour support environments.
• Understanding of client-centred service delivery, individualized support plans and complex behavioural or support needs.
• Familiarity with CAC, ACDS, PDD or comparable accreditation, funding or regulatory frameworks.
• Experience using electronic scheduling or workforce-management platforms.
• Experience supporting quality assurance, continuous improvement, accreditation or compliance initiatives.
• Experience working with independent contractors or within a contractor-based service-delivery model.
• Relevant post-secondary education in business, operations, health care, human services, leadership or a related field.

Candidates from outside the care sector may also be considered where they bring substantial experience in complex, regulated, multi-site or shift-based operations and can demonstrate strong people leadership, scheduling capability, sound judgement and the ability to adapt quickly to a client-centred care environment.

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