Service Operations Manager Jobs in Toronto, ON (NOW HIRING)

People changing the way brands connect with consumers - one experience at a time.

Delivering experiences rooted in emotion, and inspiring people to become the voice of a brand has made Mosaic one of the fastest growing sales and marketing agencies in North America. We are a destination to tell stories, and pave new paths to connect brands with consumers through experiential, retail, & digital interactions.

The Manager of Operations is responsible for the operational effectiveness of a program for our clients which may include sales and training, agency / promotional events and/or product demonstrations.  Continuously monitor key performance metrics and indicators, as well as partner with program leadership and Shared Services Departments to improve performance and identify opportunities for continued improvement.  This position will provide mentorship and career development to the Sr. Operations Coordinators and Client Business Analysts reporting into this role. 

• A Bachelor's degree in Marketing, Statistics, Computer Services, Geography or related quantitative field, or equivalent practical experience

• 5-8 years of account management experience in a retail/merchandising/marketing environment OR any similar combination of education & experience

• 1-3 years of supervisory/management experience

• Experience implementing retail marketing programs within retail and Mass accounts

• Outstanding organizational skills, attention to detail, and prioritization of tasks

• Project management - multi-faceted complex modeling and process management

• Proven ability participating in or leading process improvement initiatives

• Advanced data cleansing and data visualization using systems such as Power BI, Tableau, SQL, and R/Python

• Able to project manage and implement technical innovation initiatives to meet business objectives and timelines

• Ability to adapt and thrive in a fast-paced environment while maintaining the highest level of professionalism and integrity

• Superior interpersonal skills to work closely with other team members and the client

• Must have previous data tracking, data reporting and analysis experience with strong use of Excel at an expert level; including working knowledge of simple and complex formulas, v-lookup, pivot tables

• Ability to monitor full time staffing placements and make recommendations for future staffing placement on new or existing programs

• Ability to resolve issues quickly and effectively communicate solutions to both internal and external teams

• Excellent written communication, verbal communication and presentation skills

• Professional attitude working in an office environment 

Why Mosaic?

Consistently voted one of the best places to work, Mosaic North America gives you the opportunity to work with the world's most beloved brands that you know and use every day. Every employee is given the keys to charter new ground as they collectively live in the moment of building experiences together. We are a cast of diverse, yet like-minded individuals and we believe in taking risks, creating shared experiences not just for our clients, but for each other to guarantee we're making the next chapter of everyone's story the most memorable one yet.

• Provide direction and mentorship to the operations Sr Coordinators and Client Business Analysts across all aspects of operations including program execution, reporting analytics, training, location management, implementation of innovation to the business, and IT solutions

• Oversee all client and field reporting and analyze weekly program results; utilize information to provide continued development of program results while cross managing GIS/Insights team delivery for blended data delivery

• Work with leaders and clients to develop and manage field and client performance measurement tools (scorecard, reports, key performance indicators, etc.) using advanced IT technology such as SQL, Python, Google Cloud, LookerStudio, and Power BI Analytics

• Manage data management systems, online set-up of surveys, scheduling, asset management, field staff eLearning modules, support event and production needs, ensuring all operational tasks are executed

• Support North America Mosaic programs managing to both countries unique needs while streamlining technology delivery of analytics

• Review shared services process in place to support the business to ensure timely processing of all operational functions, monitor any variances and work with staff to course correct

• Other duties as assigned.