Director of Operations

JOB POSTING

Job Title: Director of Operations

Company: The Good Access Company

Location: Ottawa

Job Type: Full-Time, On-Site

About Us

At The Good Access Company, we’re passionate about helping people live more independently at home. Based in Ottawa, our dream is to make everyday life easier and safer for our clients. We specialize in residential accessibility solutions ranging from stairlifts, ramps, and home lifts. We’re a growing team committed to quality craftsmanship, respectful service, and creating real change for individuals and families across the province.

Who We Are

We are founded and led by industry veterans with decades of experience, our team pairs craftsmanship with compassion. We value respectful service, quality work, and doing right by clients and caregivers.

About the Role

We’re looking for a Director of Operations to join our team. Reporting to the Founders, this role will lead a complex, high-performing operations function within a fast-paced, growing environment. You will be central to the company’s success, with accountability for optimizing service delivery, strengthening systems and workflows, and elevating performance across all operational pillars.

As a core member of the leadership team, you will provide oversight across supply chain, logistics, regulatory compliance, customer service operations, system integration, and fulfillment innovation. You will be instrumental in scaling operations to support increasing demand across retail and healthcare referral channels, while safeguarding the company’s standards for reliability, safety, and dignity of care.

Key Responsibilities

• Responsible for operations and oversight of teams under Warehouse, Delivery, Customer Service, Service Technician and Inventory.
• Oversight and accountability of developing and executing operational strategies that support growth across retail and referral channels while ensuring efficient, mission aligned processes from procurement to delivery.
• Lead cross-functional operations teams with a focus on performance, specialized training, and a culture of care, professionalism, and client sensitivity.
• Manage supplier relationships and optimize inventory across all channels to ensure product availability, accuracy, and efficient forecasting for mobility devices.
• Ensure compliance with health and safety regulations while overseeing quality control, product inspections, and protocols for device safety, traceability, and recalls.
• Oversee customer service operations, including repairs, warranties, and white-glove delivery, ensuring timely, empathic support for mobility challenged clients.
• Optimize and integrate ERP, CRM, and inventory systems to automate workflows, enhance tracking, and support seamless online purchasing and self-service tools.
• Oversee operational budgets, drive cost-savings initiatives, and monitor key performance metrics to ensure efficiency without compromising safety and service quality.
• Collaborate across departments to support go-to-market efforts, coordinate funding processes, and ensure support teams are trained on new products.
• Manage vendor relationships, negotiate agreements, and establish SLAs (Service Level Agreements) to ensure quality, timely delivery, and reliable support from suppliers and service partners.
• Drive innovation in service delivery by exploring new fulfillment models and implementing systems to enhance accessibility, reliability and in-home setup experiences.

What We’re Looking For

• Possess a post-secondary degree in a business-related discipline such as Business Administration, Operations Management, or Supply Chain Management would be an asset.
• 8+ years of experience leading people in managerial roles in a fast-paced and dynamic business environment.
• Experience scaling operations in a growth-stage environment, building systems and teams while leading change, navigating ambiguity, and driving operational transformation.
• Experience managing in healthcare and disability services, medical supplies and equipment, or home health care environments/industries.
• Demonstrated ability to manage cross-functional teams, operational budgets and layered services lines.
• Exceptionally self-directed and motivated with determination to drive progress and overcome obstacles independently.
• Strong communication and relation-building skills, with the ability to navigate challenges and influence at all levels.
• Working knowledge of inventory planning, purchasing systems, implementing ERP/CRM systems and forecasting tools.
• Familiar with Canadian regulatory and safety laws.
• Excellent communication, leadership and team-building skills.
• French speaking, written skills would be an asset.

What We Offer

• Competitive pay
• Health benefits
• Paid vacation and holidays
• Ongoing training and support
• A tight-knit, mission-driven team

The Good Access Company is an equal opportunity employer. We welcome diverse applicants and provide accommodations throughout the hiring process. Please let us know if you need support.

Sound like a good fit?

• We’d love to hear from you! Send your resume and a short note about why you’re interested to [email protected] or apply directly through our website at www.goodaccess.ca