Director Operations – USA

Canlan Sports is the largest private-sector owner and operator of recreational sports complexes in North America. The company’s success in the sports and recreation industry is attributed to a focus on innovative programming, service excellence, world-class sports communities , and an understanding of its customers’ expectations and the commitment needed to deliver industry-leading participant experiences.

We currently have an exciting opportunity for a Director Operations – USA

Job Summary

Lead the Canlan Sports complexes across the USA through sound operations, product and service execution, and the employee/customer experience, in partnership with the Sales, Marketing and Customer Experience team and supported by Human Resources and the Vice President, Operations. Meets and/or exceeds established targets and makes good decisions based upon analysis, knowledge, experience, and sound judgment. Possesses a strong understanding of the industry and is aware of trends and major competitors within the catchment areas.

Provides strong and effective leadership and support to the General Managers. Maintains a culture of teamwork, mutual support, and respect. Ensures that each Canlan Sports complex is led in a manner that contributes to the achievement of the objectives established in their annual operating plan.

Possesses the capacity for negotiating skillfully in tough situations and maintains positive relationships while under pressure.

Maintains a high level of ethics and integrity in all dealings, taking personal accountability and setting positive examples for direct reports.

Regular travel within each region is a component. The travel is expected to be 30% – 40% of the time.

Accountabilities

The Director Operations – USA Is Accountable For

• Adhering to the code of conduct and Canlan Sports’ Core Values
• The performance within their sports complex portfolio
• Delivering against and evaluating Standard Operating Procedures
• Product and service execution to meet financial and customer retention targets
• Ensuring that General Managers are aspiring to meet new levels of revenue growth and profitability in the development of their annual operating plans
• Achieving performance plan targets and protecting margins
• Effective and timely communication & decision making
• Ensuring adherence in areas of legislative compliance and corporate policies and procedures
• Customer Experience
• Sports complex culture and employee experience
• Coaching and mentoring General Managers
• Succession Planning

Key Performance Indicators (KPI)

• Culture Survey Results
• Employee Retention
• Customer Retention
• Financial results in areas responsibility
• NPS / Customer Satisfaction
• General Manager Growth and Performance

Key Relationships

Has a Close Working Relationship With

Building strategic relationships and alliances, (internal and external), networks with others, using all available tools and assets of the organization to identify opportunities.

• COO
• Vice President, Operations
• VP Sales, Marketing & Customer Experience
• Senior Management Team
• Directors, Business Unit Managers, Product Managers, Finance and Human Resources
• Related ice/field-sports professionals and industry associations
• Product and service vendors
• External constituencies including local government officials and regulators

Qualifications And Education

• 8+ years’ experience in an Operations / Retail Sales & Service / Food & Beverage management position, preferably in sports, entertainment, or hospitality services
• Significant senior-level expertise in Lean Operations/Six Sigma, with a proven track record of success in Multi Unit Management
• College Certificate or University Degree in business or a related field
• Operations/Hospitality/Entertainment/Sports Management with related seminars/ training (e.g., Refrigeration, accounting, etc.)

Abilities, Attributes And Experience

• High level competency of Microsoft Office
• Possess strong business acumen. Able to view the business broadly and understand resource restraints placed on it by financial, team member, management, industry, sales, and other internal/external factors.
• Experience with budget and business plan development
• Strong and effective leadership. The ability to lead and motivate groups and individuals at the mid and upper levels of management. Exhibits a firm, but friendly, hands-on management style. Must “lead by example” by effectively coaching and mentoring direct reports and evaluating teams to perform all tasks within their areas of responsibility. The ability to celebrate individual successes and balance that with team success and that of the rest of the company. Operations – Customer, Profit, Results and Safety orientation; with a commitment to customer satisfaction. Must have a value-added mindset and be customer centric.
• Strong negotiating skills. Able to quickly overcome obstacles to cooperation and to foster harmonious relations.
• “What-if” scenario planning / Problem solving skills / Managing for results. Calm under pressure and able to quickly address urgent matters. Able to think creatively and strategically to successfully mediate and negotiate with individuals and groups internally and externally.
• Strong project management skills. Able to balance competing priorities, complex situations, and tight deadlines.
• Excellent written, verbal, and interpersonal communications skills
• Strong working knowledge of financial analysis and performance metrics.
• General Management experience, with strong understanding of all business principals.
• Strong in conflict management
• Proven ability to plan and manage operational process for maximum efficiency and productivity.
• Strong working knowledge of industry regulations and legislative guidelines

If you are interested in role and would like to become part of the Canlan team please apply online.

NOTE: Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. We are an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, provincial, and local laws and ordinances. Reasonable accommodation is available for qualified individuals with disabilities, upon request. This Equal Employment Opportunity policy applies to all practices
Canlan Sports