The Operations Manager leads operational support for strategic accounts, manages projects, enhances processes, and improves customer satisfaction through efficient execution and cross-functional coordination.
At Wolseley Canada, our leading-edge is the knowledge and insight found in every corner of our organization. Here, you’ll build strong relationships and support critical industries that touch the lives of Canadians. Every day, we show up with intention and pride; in ourselves, our associates, and our customers. You’ll have a solid foundation to try new things, uncover new possibilities, challenge yourself, and grow your career. Does this sound like somewhere you’d like to be?
Wolseley Canada is the leading wholesale distributor of plumbing, HVAC/R, waterworks and industrial products in the country and working here means, a network of possibilities, a place you are valued and a higher standard.
Join the Pros!
About the jobAt Wolseley Canada, our leading-edge is the knowledge and insight found in every corner of our organization. Here, you’ll build strong relationships and support critical industries that touch the lives of Canadians. Every day, we show up with intention and pride; in ourselves, our associates, and our customers. You’ll have a solid foundation to try new things, uncover new possibilities, challenge yourself, and grow your career. Does this sound like somewhere you’d like to be?
Wolseley Canada is the leading wholesale distributor of plumbing, HVAC/R, waterworks and industrial products in the country and working here means, a network of possibilities, a place you are valued and a higher standard.
Join the Pros!
Position SummaryThe Operations Manager, Strategic Accounts will build, scale, and lead the operational infrastructure required to support strategic account growth. This role combines operational leadership, project management, and process optimization to enable consistent execution and scalability.The position will act as the central point of coordination across cross-functional teams while leading key initiatives that improve efficiency, automation, and customer experience. This role enables Account Managers to focus on revenue growth by owning operational execution and driving scalable solutions.Key Responsibilities1. Operational Execution & Process Ownership
Each resume submitted gets individually reviewed by our team and retained for 24 months if other new and exciting opportunities arise that match your skills and qualifications.
Please note: This position requires the result of a satisfactory criminal record check. A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position.
Please note: The total compensation range posted for this role represents the total compensation opportunity, which may include base wage, bonuses, commissions, and/or other monetary components, if applicable. Placement in the range will be based on factors such as market conditions, internal equity, candidate experience, skills and qualifications relevant to the role.
#INDSAL #INDCORP
Wolseley Canada is the leading wholesale distributor of plumbing, HVAC/R, waterworks and industrial products in the country and working here means, a network of possibilities, a place you are valued and a higher standard.
Join the Pros!
Position SummaryThe Operations Manager, Strategic Accounts will build, scale, and lead the operational infrastructure required to support strategic account growth. This role combines operational leadership, project management, and process optimization to enable consistent execution and scalability.The position will act as the central point of coordination across cross-functional teams while leading key initiatives that improve efficiency, automation, and customer experience. This role enables Account Managers to focus on revenue growth by owning operational execution and driving scalable solutions.Key Responsibilities1. Operational Execution & Process Ownership
- Own day-to-day operational support for strategic accounts, ensuring SLA adherence and consistent service delivery
- Standardize and scale core processes, including: Truck stock rollout and inventory management, Express delivery programs, Order flow and service request handling
- Consult on development and maintenance of SOPs, playbooks, and scalable process frameworks
- Lead cross-functional projects that support strategic account initiatives and operational improvements
- Manage end-to-end project lifecycle: Scope definition, Stakeholder alignment, Timeline and milestone management, Execution and post-implementation review
- Drive initiatives such as: Customer integrations (e.g., punchout, EDI), New service offerings, Process automation and system enhancements
- Ensure projects deliver measurable business outcomes (efficiency, cost reduction, SLA improvement, sales growth, margin increase)
- Act as the primary liaison between Strategic Accounts and internal teams (Legal, IT, Supply Chain, Operations, Facilities, Field Teams)
- Establish clear workflows, ownership, and escalation paths
- Drive accountability through defined SLAs and regular follow-ups
- Reduce friction caused by unclear ownership or siloed processes
- Work closely with FEI NAM ops department to leverage existing tools and processes that support customer activities and provide internal admin/operational relief
- Partner with IT and Digital teams to prioritize and implement systems that enable scale
- Identify and eliminate manual processes through automation
- Support tools and capabilities such as: Parts sourcing optimization, Customer self-service and integrations, and Centralized request tracking and visibility
- Develop dashboards and reporting (e.g., Power BI) to track SLA performance, operational efficiency, project outcomes and ROI as well as to correctly document customer rebate and contract life cycles, vendor claim agreements, etc
- Translate data into actionable insights and continuous improvement initiatives
- Design and implement a scalable operating model to support growth in strategic accounts
- Identify capacity constraints and recommend solutions (process, tools, structure)
- Support the development of a Strategic Accounts Operations function, including:
- Defining roles and responsibilities
- Establishing repeatable workflows
- Enabling consistent onboarding of new accounts
- Continuously improve cost-to-serve while maintaining or improving service levels
- 5–8+ years of experience in operations, program/project management, or service delivery
- Proven experience leading cross-functional projects and driving initiatives to completion
- Experience supporting enterprise or strategic accounts preferred
- Strong process improvement and scalability mindset
- Experience with systems implementation and automation initiatives
- Analytical skills with experience in reporting tools (e.g., Power BI, Excel)
- Project & program management
- Operational scalability and process design
- Cross-functional leadership without authority
- Stakeholder management and influence
- Problem-solving in complex environments
- Data-driven decision making
- Change management
- Successful delivery of key projects on time and with measurable impact
- Improved SLA performance and response times
- Reduction in manual processes and operational inefficiencies
- Increased Account Manager capacity for growth activities
- Scalable onboarding and support of new strategic accounts
- Improved cross-functional alignment and reduced escalation volume
Each resume submitted gets individually reviewed by our team and retained for 24 months if other new and exciting opportunities arise that match your skills and qualifications.
Please note: This position requires the result of a satisfactory criminal record check. A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position.
Please note: The total compensation range posted for this role represents the total compensation opportunity, which may include base wage, bonuses, commissions, and/or other monetary components, if applicable. Placement in the range will be based on factors such as market conditions, internal equity, candidate experience, skills and qualifications relevant to the role.
#INDSAL #INDCORP
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