Work setting: Primarily on-site, with a combination of office and operational site responsibilities

Reports to: President/Owner

Compensation: Starting at $80,000 per year, with final compensation based on experience

About the Role
Ottawa Tours is seeking a confident, organized and hands‑on Director of Staff Operations to oversee our office and front‑line teams.

This senior management position is responsible for staff scheduling, supervision, recruitment, training, workplace policies, performance management and day‑to‑day employee operations. The Director of Staff Operations will help ensure that employees are properly trained, supported and held accountable to company expectations.

This is not a strictly office‑based position. The successful candidate will maintain a solid presence at our operational sites, work directly with employees and managers, and respond to staffing or operational issues as they arise.

Key Responsibilities

Create and manage staff schedules across office and front‑line operations

Approve time‑off requests while maintaining appropriate staffing levels

Coordinate coverage for absences, call‑ins, schedule changes and peak periods

Anticipate seasonal staffing requirements and identify coverage gaps

Communicate schedules and operational updates clearly and consistently

Location: Ottawa, Ontario

Employment type: Full‑time, year‑round

Work environment: Primarily on‑site, with a combination of office and operational site responsibilities

Reports to: President/Owner

Compensation: Starting at $80,000 per year, with final compensation based on experience

About the Role
Ottawa Tours is seeking a confident, organized and hands‑on Director of Staff Operations to oversee our office and front‑line teams.

This senior management position is responsible for staff scheduling, supervision, recruitment, training, workplace policies, performance management and day‑to‑day employee operations. The Director of Staff Operations will help ensure that employees are properly trained, supported and held accountable to company expectations.

This is not a strictly office‑based position. The successful candidate will maintain a strong presence at our operational sites, work directly with employees and managers, and respond to staffing or operational issues as they arise.

Key Responsibilities

Create and manage staff schedules across office and front‑line operations

Approve time‑off requests while maintaining appropriate staffing levels





Coordinate coverage for absences, call‑ins, schedule changes and peak periods

Anticipate seasonal staffing requirements and identify coverage gaps

Communicate schedules and operational updates clearly and consistently

Staff Leadership and Performance

Supervise office and front‑line employees

Establish clear expectations for attendance, punctuality, conduct, dress code and job performance

Monitor employee performance and address concerns promptly

Provide coaching, feedback and performance improvement plans

Issue verbal or written warnings and apply disciplinary measures when appropriate

Document performance concerns, disciplinary actions and employee discussions

Make recommendations to the President/Owner regarding termination or other significant employment decisions

Recruitment, Onboarding and Training

Coordinate recruitment and participate in candidate screening and interviews

Support hiring decisions based on operational and staffing needs

Develop and oversee employee onboarding

Ensure employees receive appropriate training before working independently

Maintain training records and identify ongoing development needs

Support supervisors in delivering consistent training and performance expectations

Policies and Workplace Standards

Develop, implement and update staff policies and procedures

Communicate policies clearly and ensure they are applied consistently

Enforce workplace rules, uniform standards and dress codes

Ensure employees understand their responsibilities and the consequences of non‑compliance

Review existing practices and recommend improvements to workplace procedures

Workplace Compliance and Employee Relations

Support Ottawa Tours in maintaining compliance with applicable employment standards, labour requirements, workplace health and safety obligations and company policies

Stay informed of relevant changes to Ontario employment legislation

Maintain accurate and confidential employee documentation

Respond to employee questions, concerns and complaints professionally

Review workplace complaints fairly,



document findings and take appropriate action

Escalate serious or sensitive matters to the President/Owner when required

Promote a respectful, safe and professional workplace

On‑Site Operations

Maintain a visible management presence at operational sites

Monitor employee readiness, appearance, conduct and service standards

Respond to staffing shortages, employee concerns and operational disruptions

Support managers and employees during busy periods

Help ensure staffing decisions align with operational and customer‑service needs

Travel between the office and operational locations as required

Qualifications

Previous experience managing employees in an operations, tourism, hospitality, transportation or customer‑service environment

Demonstrated experience with staff scheduling, performance management and workplace policies

Working knowledge of Ontario employment standards and workplace requirements

Strong leadership skills with the confidence to enforce expectations and address difficult situations

Excellent organization, judgment and problem‑solving abilities

Strong written and verbal communication skills

Ability to manage sensitive employee matters professionally and confidentially

Ability to remain calm and make sound decisions in a fast‑paced environment

Comfortable working independently while keeping the President/Owner informed

Experience managing seasonal or high‑volume operations is considered an asset

Bilingualism in English and French is considered an asset

Schedule and Availability
This is a full‑time, year‑round position. Because Ottawa Tours operates in the tourism and hospitality industry, the role requires schedule flexibility during peak season.

The successful candidate must be available to work evenings, weekends and statutory holidays when operationally required. Hours and work locations may vary depending on staffing needs, events and seasonal activity.

Authority and Reporting
The Director of Staff Operations reports directly to the President/Owner and has authority to manage schedules, approve time off, resolve routine employee concerns, enforce company policies and administer appropriate disciplinary measures.

Termination and other major employment decisions currently require consultation with and approval from the President/Owner. The level of decision‑making authority may expand as the successful candidate becomes established in the position.

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📌 Director of Staff Operations (Quebec City)
🏢 Ottawa Boat Cruise/Croisières Outaouais
📍 Quebec City