About the Company:
Activo is a leading network systems integrator and national IP infrastructure company that provides network systems planning, integration, installation, and support services across Canada. We design and build IP networks that converge systems, allowing you to take full advantage of emerging innovations with future-ready infrastructures.
About the Role:
Job Title: Provincial I&R Operations Manager - East
Position: Full‑Time Permanent
Compensation: $85,000 - $110,000 plus monthly car allowance
Position Summary
We are hiring a Provincial Operations Manager – East to lead the day-to-day management of our Eastern Canada Business Unit, operating out of our Markham, Ontario facility. Reporting to the Vice-President Western Canada, this role is accountable for the delivery, performance and profitability of the Residential (I&R) and Smart Home Security (SHS) operations across Ontario within the Customer partner ecosystem. The successful candidate will bring a minimum of five (5) years of operations management experience and a deep working knowledge of residential fiber networks and associated services – including TV, home phone, smart home security and in-home product activation.
Responsibilities:
Including, but not limited to, the following:
- Manage all business aspects of the Eastern Canada I&R and SHS East Business Units, ensuring consistent, top-tier delivery within the Customer partner ecosystem.
- Lead, coach and develop a team of Field Service Managers (internal and external) accountable for in-home installation and activation of TV, home phone and smart home security services, plus additional products and services.
- Drive team performance against dynamic customer-facing KPIs including Professional Services Billing (PSB), Revenue Generating Unit (RGU), Pay for Performance (P4P) and quality among other targets so that Activo maintains best-in-class ratings across the Customer partner ecosystem.
- Partner with Resource Planning to ensure staffing levels and regional coverage are aligned with Customer guidance and forecasted demand.
- Own the financial performance of the Business Unit – including revenue forecasting, month-end accruals, and timely reporting of any shortfalls or negative financial impacts with a clear corrective plan.
- Work closely with the Western Canada Director of Operations, TAC team and KPI analysts to continuously raise the bar on field delivery and customer experience.
- Grow and manage both Internal and Subcontractor Partner base across Ontario to scale capacity in line with the growth of the Business Unit.
- Support and grow in-home product sales performance as technicians complete service commissioning in the customer’s home.
- Manage the 7 x 24 after-hours on-call rotation for Eastern Canada service and support, coordinating with regional offices and partners, and participate in the broader escalation process.
- Ensure proper project kick-offs for all awarded work – including start-up meetings and conference calls with Finance, Project Support, Technical Staff and partners – in accordance with company processes.
- Ensure all field work is completed safely, to the highest quality standards, and in line with the technical designs provided by Activo or the customer.
- Use critical thinking to anticipate and manage operational risk; communicate proactively to stakeholders and ensure decisions are made quickly and effectively.
- Uphold Activo’s quality assurance program and 100% customer-satisfaction commitment across all installations and daily practices.
- Maintain positive working relationships with customer representatives, company staff, OEMs and partners at all times.
Qualifications, Personal Traits & Desired Skills
- 5+ years of operations management experience in telecommunications, field services or a related industry, with proven success managing field-based teams.
- Strong working knowledge of residential fiber networks and service commissioning (TV, home phone, smart home security, IP telephony).
- Solid understanding of business management processes and procedures, including financial accounting, revenue forecasting and month-end discipline.
- Excellent problem-solving, critical-thinking, negotiation, decision-making and customer-service skills.
- Strong commitment to quality, process and exceptional client service.
- Excellent organizational and time-management skills with the ability to prioritize competing requests and multitask in a fast-paced environment.
- Ability to work under pressure and coordinate numerous activities and groups of people to achieve maximum efficiency.
- Proficiency in Microsoft Office (Word, Excel, Teams).
- Self-starter – resourceful, able to work, learn and plan independently and drive tasks to conclusion with minimal guidance.
- Comfortable in a flexible work environment that includes travel across Ontario.
- Strong interpersonal, communication and people-management skills – polite, presentable, and customer-oriented.
- Working knowledge of Ontario Health & Safety legislation and applicable codes and industry regulations.
- Valid Ontario driver’s license with a clean driver’s abstract.
- French language skills are considered an asset.
What We Offer
- Competitive base salary, monthly car allowance and eligibility for our Employee Incentive Program (EIP) based on applicable KPIs.
- Comprehensive group insurance and benefits plan.
- Three (3) weeks of vacation in your first year.
- Company-provided laptop and the tools you need to lead a high-performing field organization.
- A high-impact leadership role with real ownership of how customers experience their connected home services across Ontario.
How to Apply
If you are a results-driven operations leader who thrives on accountability, quality and building strong field teams, we’d love to hear from you. Please submit your resume and a brief cover letter outlining your relevant experience to Activo’s Talent Acquisition team.
We thank all applicants for their interest; only those selected for an interview will be contacted.
Activo is an equal opportunity employer committed to an inclusive and accessible workplace. If you require accommodation or accessible formats/communication supports during the hiring process, please let us know – we will work with you to ensure your needs are met.
Pay: $85,000.00-$110,000.00 per year
Benefits:
- Dental care
- Extended health care
Experience:
- Telecommunication: 5 years (required)
- Operations management: 5 years (required)
Willingness to travel:
Work Location: In person
