Overview - General

New Horizons Communications is seeking an experienced operational leader to oversee its process improvement, routing, dispatch, training, and capacity‑planning functions. This position is responsible for directing the activities of the Routing/Dispatch and Training teams, ensuring operational practices are aligned with organizational objectives, service standards, and regulatory requirements.

Responsibilities - Overall

The incumbent will evaluate existing workflows, identify and implement improvement opportunities, and strengthen process documentation to support consistent, efficient, and scalable operations. This role will lead the development of data‑driven methodologies for technician capacity planning, routing optimization, reporting, training delivery, and operational support. The successful candidate will demonstrate strong leadership capabilities, a commitment to continuous improvement, and the ability to build sustainable processes that enhance operational performance and service quality.

Education:

a. College diploma or post-secondary education in Business Administration, Operations Management, Computer Programming, Data Analytics, Process Improvement, or a related field of study preferred.

b. Equivalent experience may be considered, including a minimum of five years in a similar role involving process improvement, advanced technology and AI-enabled tools, reporting, database use, staff supervision, and effective cross-functional communication.

Technical Requirements:

a. Advanced working knowledge of Microsoft Excel, Microsoft 365 applications,



Adobe tools, AI-enabled productivity tools, and other business systems used to support reporting, documentation, scheduling, and operational analysis.

b. Ability to build, maintain, interpret, and manage database systems, reporting tools, dashboards, and structured data sets that support operational decision-making and performance monitoring.

c. Experience developing structured training materials, process documentation, standard operating procedures, workflow maps, and continuous improvement resources.

Skills:

a. Strong training, coaching, mentoring, and facilitation skills with the ability to support employee development and adoption of current processes.

b. Demonstrated project management, change management, and process improvement experience, including the ability to assess current workflows and implement practical, measurable improvements.

c. Effective leadership skills with the ability to motivate, support, and hold a team accountable while promoting collaboration and continuous improvement.

Looking forward to you joining us at New Horizons as our Manager - Process/Training/Routing to shape the future of Technical and Operational excellence through innovative process design, advanced automation integration, and impactful team development!

Pay: $60,000.00-$75,000.00 per year

Benefits:

- Company car
- Dental care
- Extended health care
- Life insurance
- Work from home

Licence/Certification:

- Driving Licence (required)

Willingness to travel:

- 25% (required)

Work Location: Hybrid remote in Ontario

📌 Manager - Process/Training/Routing (Ontario)
🏢 New Horizons Communications
📍 Ontario