Associate Director, Field Operations

Toronto

ROLE PROFILE

The Associate Director, Field Operations bridges tactical field administration and strategic operational leadership. This role is responsible for the overall execution, continuous improvement, and scalability of the field operations infrastructure supporting our North American sales force.

While maintaining oversight of essential daily operations—including activations, tablet/gear logistics, territory tracking, and payroll processing—the Associate Director shifts the department focus toward strategic process automation, workflow optimization, and cross-functional integration with IT, Finance, Data, and HR. This role develops the systems, portals, and operational policies that allow our field offices to scale efficiently without increasing administrative friction.

Key Responsibilities:

• Operational Team Leadership & Governance: Direct, mentor, and build accountability across the Field Operations team. Establish performance metrics, workload distribution, and escalation pathways for daily field issues.
• Strategic Process Automation & Systems: Lead the strategy, development, and continuous improvement of operational portals. Drive form migrations from current document automation platform (Alta Flow) to custom portals, troubleshoot automated workflows, and partner with IT/QA test offices to deploy new technologies.
• Field Infrastructure & Territory Management: Oversee office lifecycle management across North America. Work with Client Success Managers  and field leadership to manage team/campaign assignments, territory follow-ups, and new office onboarding routines.
• Payroll, Invoicing & Financial Controls: Own backend operational payroll inputs and agency pay workflows in partnership with Finance. Supervise US/Canadian invoices, payment and pay validations as well as  agency pay file accuracy.
• Cross-Functional & Client Ops Integration: Serve as the primary operational liaison for CAB meetings, welcome communications for new charities, and new client onboarding. Partner with the Senior Operations Business Partner and functional SVPs to align field systems with broader business goals.
• Field Events & Recognition Initiatives: Lead operational logistics and planning for major company events (Field Summit). Direct the Sales Ops Awards and manager recognition programs to drive engagement, retention, and field morale.

WHAT YOU BRING TO THE ROLE

Key metrics include driving user adoption for form migrations and custom portal tools, alongside maintaining high operational SLA performance across activations, logistics, and office setup. Additionally, the role will be measured on ensuring payroll and financial disbursement accuracy, while maintaining strong Field Manager satisfaction scores.

Your Experience and Training:

• 4–7 years of progressive leadership in Field Operations, Sales Operations, or Operations Management within a high-volume, multi-unit sales environment.

Your Knowledge, Skills & Abilities:

• Demonstrated ability to manage high-volume tactical tasks (payroll, code setups, gear logistics) while simultaneously designing scalable long-term systems and portals.
• Proven ability to lead, coach, and elevate direct reports, shifting team culture from reactive troubleshooting to proactive operational management.
• Exceptional communication skills to collaborate effectively with IT, Finance, HR, CSMs, and executive leadership.

Your Technical skills

• Experience working within Google Workspace in a business environment
• Deep familiarity with process automation tools (Alta Flow or similar workflow engines), custom portal development workflows, IT collaboration, and data accuracy management.

WHAT WE OFFER YOU

• Flexible work environment
• A competitive pay rate and generous bonus opportunity
• Employer Paid benefit premium for eligible staff (including health, dental, vision care, wellness and paramedical services)
• Company wide Socials & Milestones Celebrations
• Paid Sick Days and Employee Assistance Programs, including premium mental health resources
• Group auto & home Insurance deep discounts through The Cooperators.
• Access to Employee Discounts to 1000+ stores through Perkopolis
• Internal advancement opportunities and role development pathways
• An open, inclusive and diverse working environment

ADDITIONAL INFORMATION

• Any offer of employment will be subject to verification of employment and education background checks, including a criminal record check.
• Candidates must be legally entitled to work in Canada at the time of their application.

This is a job posting for a new and exciting role within Globalfaces.

Globalfaces embraces the use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. AI tools may help with organizing applications or or expediting processes. No hiring decisions are made using AI. Every hiring decision is made by our hiring managers and recruitment professionals.

ACCESSIBILITY

Globalfaces Direct promotes a diverse, inclusive and accessible workplace. We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities. If selected for an interview, please advise our Talent Specialist at recruitment@globalfacesdirect.com if you require reasonable accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.

*This position qualifies for Employee Referral Program.