Job Description

The Operations Manager will oversee and manage all aspects of a program related to Field Personnel and the Operational components behind it. This would include but not limited to: interviewing, onboarding and training field personnel, performance managing and development of field personnel, creating and maintaining personnel records to include sales performance, in-store behavioural assessment, administering any necessary counselling/corrective action and monitoring reporting and training compliance.

The Field Operations Manager collaborates with internal stakeholders, and overall ensures the program runs smoothly. This position will work closely with the Internal Operations and Onboarding teams as well as manage the off-boarding process aligning with internal stakeholders such as HR and Payroll. The will work directly with the National Field Manager to consistently performance manage SECs, as well as ensure completion of all reporting and compliance of Mosaic and client established expectations.

Operational Strategy & Governance

• Lead the development, implementation, and optimization of internal operational processes that support workforce scalability, compliance, and execution consistency.
• Serve as an operational change agent, supporting Division of Responsibilities (People, Performance, Product, Operations) initiatives and ensuring successful execution across teams.
• Monitor adoption and sustainability of new tools, processes, and operating models, identifying risks and recommending corrective actions.

Cross‑Functional Partnership

• Act as a key internal liaison between National Field Leadership, Operations, Workforce Planning, and Client Services teams to ensure alignment on priorities, timelines, and deliverables.
• Provide structured updates and insights to senior leadership on operational performance, risks, trends, and improvement opportunities.
• Support leadership decision‑making by translating operational data into clear, actionable recommendations.

Performance & Business Reporting

• Own internal reporting related to staffing effectiveness, turnover, retention, compliance, and operational KPIs.
• Lead recurring internal business reviews, ensuring operational insights are consistently reviewed, documented, and actioned.
• Identify trends, process gaps, and efficiency opportunities through data analysis and performance monitoring.

Program & Project Management

• Lead or support complex, cross‑functional projects focused on operational efficiency, workforce optimization, and process standardization.
• Establish clear project governance, timelines, milestones, and success metrics to ensure initiatives are delivered on time and within scope.
• Ensure strong change management and communication practices are embedded in all initiatives.

Leadership & Team Development

• Lead, coach, and develop direct reports or project teams, fostering accountability, execution excellence, and professional growth.
• Promote a culture of continuous improvement, operational discipline, and collaboration.
• Support succession planning and capability development within operational teams.

Financial & Business Acumen

• Understand and manage key drivers of operational profitability, including labor efficiency, turnover impact, and cost controls.
• Partner with Finance and Operations to support budget adherence and identify opportunities for improved cost effectiveness.

Additional Responsibilities

• Ensure compliance with all Mosaic policies, procedures, and role‑specific physical requirements.
• Perform other duties as assigned to support evolving business needs.

Education and Experience

• Bachelor’s degree preferred, with an emphasis in Business, Operations, Marketing, or a related field.
• Minimum of two (2) years of relevant experience in operations management, workforce planning, program management, or organizational effectiveness within a corporate environment.
• Proven experience developing, documenting, tracking, and optimizing internal, cross‑functional processes.
• Experience supporting or leading complex project management initiatives, including multi‑stream process improvement efforts.
• Previous experience leading, managing, or developing direct reports or project teams.

Knowledge, Skills & Abilities

• Strong relationship‑building skills with demonstrated success partnering with internal stakeholders and senior leadership.
• Excellent organizational skills, attention to detail, and ability to prioritize and execute in a fast‑paced, matrixed organization.
• Ability to proactively identify internal operational needs, risks, and inefficiencies and develop scalable, practical solutions.
• Strong verbal and written communication skills with proven follow‑through, problem‑solving ability, and structured execution.
• Demonstrated ability to drive organizational change and ensure sustained adoption of new processes and initiatives.