Vice President of Operations
Betz Pools Limited – Stouffville, Ontario
Join One of Canada's Most Established Luxury Pool Brands
Since 1945, Betz Pools has been designing, building, renovating, and maintaining some of the most prestigious residential pools and outdoor living environments in Ontario.
We are seeking a Vice President of Operations to lead the next phase of operational excellence across our organization, with a particular focus on our industry-leading White Glove Weekly Service Division, customer experience, operational accountability, and scalable growth.
This is a senior leadership role for an individual who thrives on building high-performing teams, implementing systems, driving accountability, and delivering exceptional customer experiences.
Position Summary
The Vice President of Operations will oversee daily operations across multiple departments while serving as a key member of the executive leadership team.
The successful candidate will be responsible for driving operational performance, implementing and managing the Entrepreneurial Operating System (EOS), ensuring exceptional customer satisfaction, maximizing efficiency through technology, and developing leaders throughout the organization.
A significant focus will be placed on elevating and expanding our luxury White Glove Weekly Service Program, ensuring that every client receives a level of service consistent with one of Canada's premier pool companies.
Key Responsibilities
Leadership & Accountability
- Lead and develop managers across multiple departments.
- Implement and reinforce EOS throughout the organization.
- Facilitate accountability through Scorecards, Rocks, Level 10 Meetings, KPIs, and To-Do completion.
- Build a culture focused on ownership, urgency, customer satisfaction, and continuous improvement.
- Recruit, coach, mentor, and develop future leaders.
White Glove Service Operations
- Lead the strategic growth of Betz's weekly service division.
- Improve route density, productivity, quality control, and customer retention.
- Develop and monitor service KPIs.
- Create scalable systems to support growth while maintaining premium service standards.
- Ensure all service teams deliver consistent white glove experiences.
Customer Experience & Retention
- Establish best-in-class customer care standards.
- Monitor customer satisfaction metrics and retention rates.
- Drive proactive communication and issue resolution.
- Build systems that enhance the overall client journey.
- Collaborate with sales and operations to create lifelong customers.
Systems & Technology
- Champion operational excellence through technology adoption.
- Ensure effective utilization of:
- Service management software
- Customer communication systems
- Reporting and analytics tools
- Develop meaningful dashboards and performance metrics.
- Use data to support operational decision-making.
Operational Excellence
- Improve efficiency, productivity, profitability, and service quality.
- Identify bottlenecks and implement scalable solutions.
- Standardize SOPs across departments.
- Develop operational scorecards and reporting structures.
- Support strategic growth initiatives and future expansion opportunities.
Qualifications
Required
- 10+ years of senior operations leadership experience.
- Experience leading large field service, home service, construction, facilities management, hospitality, property services, or related organizations.
- Proven experience managing managers and multi-department teams.
- Strong operational and financial acumen.
- Experience implementing accountability systems and performance metrics.
- Exceptional leadership and communication skills.
- Strong customer-service mindset.
Preferred
- EOS implementation experience.
- Experience leading service brands.
- Experience managing field operations and mobile workforces.
- Experience scaling businesses through operational systems and process improvement.
What Success Looks Like
Within your first 12 months, you will:
- Improve operational accountability across all departments.
- Land Wildly Important Goals (WIG) across all departments.
- Enhance customer satisfaction and retention.
- Strengthen leadership performance through EOS.
- Improve utilization of operational systems and technology.
- Create measurable improvements in productivity and efficiency.
- Elevate the White Glove Weekly Service Division into a benchmark operation within the industry.
Why Betz Pools?
- Established and respected brand since 1945.
- Executive leadership role with significant influence.
- Opportunity to shape the future of a growing company.
- Strong investment in technology, systems, marketing, and operational excellence.
- Dynamic leadership team committed to continuous improvement.
- Ability to make a meaningful impact on both customer experience and company performance.
Compensation & Benefits
- Competitive Executive Compensation Package , Salary $165,000 per year
- Performance-Based Bonus Program
- Leadership Development Opportunities
Work Location:
In-person with regular field and departmental involvement throughout the organization.
Apply Today
If you are a proven operations leader who believes that exceptional customer experiences, disciplined accountability, strong systems, and empowered teams are the foundation of long-term success, we would love to hear from you.
