Leads multi-site retail operations across 80+ locations, managing operational standards, facilities, leases, renovations, compliance audits, loss prevention, health and safety, IT operations, and cross-functional escalations. Oversees operations and IT team leaders, manages landlord and vendor relationships, supports technology rollouts, and provides reporting to senior leadership. The role requires strong prioritization, structured leadership, project coordination, and knowledge of retail, lease administration, and workplace safety practices.
Job Summary
Wireless DNA is seeking an experienced and operationally sharp Senior Operations Manager to lead and unify its Retail Operations function. This role serves as the connective layer between day-to-day store operations, facilities and lease management, IT infrastructure, and senior leadership ensuring that Wireless DNA's 80+ retail locations run efficiently, compliantly, and at a high standard.
Reporting to the VP of Operations, the Senior Operations Manager will directly oversee the Operations Manager and IT Ops Team Lead and will be accountable for setting and holding operational standards across the organization. This is a hands-on leadership role that requires equal comfort with strategic prioritization and rolling up your sleeves on execution.
Key Responsibilities
1. Operational Leadership & Team Management
- Provide day-to-day direction, coaching, and accountability to the Operations Manager and IT Ops Team Lead.
- Set clear priorities, manage workload distribution, and ensure team members stay focused on highest-impact tasks.
- Establish and maintain a culture of operational excellence, structured follow-through, and continuous improvement.
- Serve as the primary operational escalation point for both direct reports and senior leadership.
- Conduct regular check-ins, performance conversations, and development planning for both direct reports.
2. Facilities, Lease & Renovation Management
- Oversee lease administration across the retail portfolio, coordinating renewals, amendments, retrofit approvals, and landlord communications in partnership with senior leadership and legal counsel.
- Act as the internal project manager for all store renovations, retrofits, kiosk upgrades, and new location openings, from approvals through to completion.
- Manage and maintain landlord and mall management relationships for operational matters.
- Ensure all lease-related activities, insurance documentation, and contractor engagements are properly tracked, filed, and current.
- Support the development and ongoing management of the landlord-facing SharePoint portal for certificate of insurance retrieval.
3. Store Compliance, Audits & Loss Prevention
- Own the retail audit program; scheduling, executing, and following up on store-level compliance audits across all locations.
- Ensure all locations adhere to brand, operational, and health & safety standards.
- Lead or support fraud investigations in partnership with HR, store managers, and legal teams, ensuring timely documentation and reporting.
- Implement and continuously improve store-level loss prevention measures and risk mitigation strategies.
- Maintain and update operational SOPs, playbooks, and compliance checklists to reflect current standards.
4. IT Operations Oversight
- Provide operational oversight to the IT Ops Team Lead and team, ensuring helpdesk SLAs are met and IT systems (POS, MDM, Microsoft Dynamics, Intune, RPA) support business operations effectively.
- Escalate and triage critical IT issues that impact store operations, working collaboratively with the IT team to resolve them quickly.
- Support new store system setups, onboarding processes, and technology rollouts across the retail network.
5. Cross-Functional Collaboration & Stakeholder Management
- Work closely with Finance, HR, Marketing, Training, and Inventory to resolve cross-functional escalations and support operational initiatives.
- Maintain clear role and accountability boundaries between Operations and other functions, actively surfacing and resolving scope ambiguity.
- Liaise with Rogers support contacts and District Business Managers (DBMs) for escalated technical or operational matters.
- Provide weekly and monthly operational reporting to the VP of Operations and senior leadership.
6. Health & Safety Compliance
- Ensure all retail locations comply with workplace health and safety standards through regular audits and process oversight.
- Collaborate with HR and legal teams on safety reporting, documentation, incident management, and compliance enforcement.
- Support insurance claim documentation related to health, safety, or facility-related incidents.
Skills & Qualifications
Experience
- 10+ years of progressive experience in multi-site retail operations, with a minimum of 3 years in a senior or leadership capacity.
- Demonstrated experience managing diverse operational mandates — facilities, compliance, vendor management, and IT coordination preferred.
- Prior experience managing or mentoring direct reports in an operations function.
- Exposure to lease administration, store renovation project management, or landlord relations considered a strong asset.
Leadership & Competencies
- Direct and structured leadership style — able to set clear expectations, course-correct when needed, and hold teams accountable without micromanaging.
- Strong prioritization skills with the ability to manage competing demands across multiple senior stakeholders simultaneously.
- Comfortable operating in environments with ambiguity; able to define structure and process where it doesn't yet exist.
- High degree of operational integrity and follow-through.
Technical Skills
- Proficiency in MS Office (Word, Excel, PowerPoint) and SharePoint.
- Familiarity with project management tools (e.g., Monday.com, Jira) and HRIS/operations platforms (e.g., Dayforce).
- Experience with lease administration or CRM systems (e.g., Business Central, Microsoft Dynamics) is an asset.
- Working knowledge of POS systems and retail IT infrastructure considered an asset.
Knowledge
- Solid understanding of retail operational best practices across a multi-location environment.
- Familiarity with Canadian workplace health & safety regulations and compliance standards.
- Working knowledge of lease and contract administration principles.
Education
- Bachelor's degree in Business Administration, Operations Management, or a related field preferred.
- Equivalent combination of education and experience will be considered.
Compensation : $100-110k per annum
Wireless DNA Toronto, Ontario, CAN Office
Toronto, Canada
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