Manager, Operational Excellence

About the Company

CSN Collision, based in Oakville, Ontario, was established in 2002 by four collision repair owners who wanted to help independent repair shops perform better through operational support, training, and marketing. The organization has grown into one of North America’s major collision repair networks, with more than 400 sites across Canada, the United States, and Italy.

Beyond its franchise network, CSN also runs a growing group of corporate collision repair centres in Ontario. These locations focus on safe, high-quality repairs, strong operational standards, and a high level of customer service.

Role Overview

CSN Collision is hiring an experienced and performance-focused Manager, Operational Excellence to support operational improvement across the Corporate Store Network. Reporting to senior leadership, this position works closely with Regional Managers to analyze operational, financial, and performance data, identify improvement opportunities, and implement practical actions that strengthen profitability, efficiency, customer experience, insurer performance, and overall business outcomes.

The role is centered on continuous improvement. It includes driving operational excellence initiatives, improving network performance, standardizing processes, and leading centralized programs that improve consistency, accountability, and efficiency across all locations.

This position also carries responsibility for Health, Safety, Environmental, and Compliance (HSEC) oversight, in partnership with the Health, Safety & Compliance Coordinator, to ensure the business meets legislative requirements, company policies, and industry expectations.

To succeed in this role, you should be a strong analytical leader who can build trust across teams, turn data into action, and support a culture of improvement, excellence, and long-term growth across the corporate store network.

Key Objectives

• Build and roll out load-balancing strategies across the corporate store network to make better use of capacity, improve workflow distribution, and support steady revenue growth.
• Coordinate how work is allocated between sites to improve insurer results, shorten cycle times, strengthen customer experience, and raise operating efficiency.
• Develop and reinforce best practices for claim handling while monitoring insurer scorecard results, spotting improvement areas, and working with regional teams on action plans that meet insurer and DRP expectations.
• Support insurer relationship management through performance reviews, issue resolution, and trend analysis that helps drive stronger partnerships and revenue growth.
• Lead centralized network programs and partnerships, including OEM and supplier relationships, certification and calibration planning, training compliance, and capital expenditure planning, to support ongoing improvement and sustainable growth.
• Oversee the Health Safety Compliance Coordinator and ensure delivery of JHSC, WSIB, environmental, and regulatory compliance programs.
• Track and support training, health and safety, regulatory compliance, certifications, and I-CAR GOLD designations.
• Work with Regional Managers to keep business goals, KPIs, and execution aligned across the network.
• Support complex case handling, warranty decisions, and resolution of operational issues.
• Plan, develop, and run quarterly Store Manager performance meetings that cover business priorities, operational challenges, best practices, and alignment opportunities across the network.
• Strengthen accountability through financial and operational reviews, identify improvement opportunities, help create site-specific action plans, and provide ongoing support to improve profitability and overall performance.
• Lead initiatives that improve operational results, profitability, and continuous improvement across the corporate store network.
• Create frameworks to optimize capacity, workflow, labour productivity, and scheduling in order to increase throughput and overall effectiveness.
• Analyze results to identify opportunities to improve gross profit, reduce revenue leakage, and strengthen financial performance.

Requirements

• At least 5 years of leadership experience in a multi-site environment, with a strong track record in operational excellence, business performance improvement, and continuous improvement initiatives.
• Demonstrated ability to analyze operational and financial performance data and turn it into action plans that improve results.
• Background in process improvement, workflow optimization, productivity initiatives, and operational standardization.
• Proven ability to influence leaders across multiple locations without having direct reporting authority.
• Experience leading projects, driving change, and ensuring execution across different teams and stakeholders.
• Strong use of KPIs, dashboards, and performance metrics to identify opportunities and support decisions.
• Comfort and experience facilitating group meetings.
• Ability to manage cross-functional relationships with internal and external stakeholders.
• Collision industry experience is an advantage.
• Experience in collision repair, automotive, retail, manufacturing, logistics, franchise, field service, or similar operationally intensive environments.
• Exposure to insurance partners, vendor networks, customer service operations, or regulated environments.
• Experience supporting OEM programs, certifications, compliance initiatives, or technical training programs.

Travel and Work Setup

This role involves travel across Ontario to support corporate store operations, attend meetings, join training sessions, and participate in industry events.

Candidates who live within a reasonable commuting distance of the Oakville head office are preferred.

The role follows a hybrid arrangement, with about three days per week expected at the Oakville head office and the rest split between field support and remote work, depending on business needs.

The environment is fast-moving and complex, with urgent deadlines, competing priorities, and many stakeholders to manage. The role requires a personal vehicle and a mix of office-based and home-office work.

Compensation and Benefits

The position offers a competitive salary plus commission. The base salary is $80,000 to $85,000.

Additional benefits include a competitive benefits package, RRSP options, and opportunities to grow and develop your career path.

Career Growth

As CSN continues to expand, new opportunities are expected to emerge. This role is intended to build leadership capability and can lead to future career advancement.

Additional Information

The duties listed in this description may not cover every task assigned to the role and may change as the organization grows.

CSN Collision is an equal opportunity employer. Qualified candidates are considered without regard to age, race, colour, religion or creed, national origin or ancestry, sex, pregnancy, sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other legally protected characteristic. The company is committed to an inclusive and accessible workplace where employees and customers are treated with respect and support.

If you need accommodation during the recruitment or interview process, including alternate formats or accessible meeting spaces, CSN will work with you to meet your needs.