When things go wrong, are you the person everyone calls?

A truck breaks down. An installer doesn't show up. A window was measured incorrectly. A customer expected something different from what was ordered. A straightforward installation turns into a complicated project requiring additional people, materials, and decisions.

And somehow, everyone is looking to you for the solution.

Does that sound stressful? Or does a part of you actually enjoy being the person who figures it all out?

If you're the second kind of person, we should talk.

At Brookstone Windows & Doors, we're looking for a hands-on, resourceful Branch Operations Manager who thrives on solving problems, making decisions, and delivering an exceptional customer experience — especially when things don't go according to plan.

At Brookstone, we call that LFG – Let's Get It Done!

This Isn't Your Traditional Management Job

Let's be upfront. This is a hands-on operational role, and there will be fires to put out.

Our Sales team sells the project. Your job is to make sure we deliver it — successfully.

Every home is different. Plans change. Unexpected challenges are part of the job.

You'll oversee residential window and door installations, working closely with a small operational team, installation crews, and customers.

On any given day, you might be dealing with:

- An installation crew running behind schedule and a frustrated customer waiting at home.
- A measurement that doesn't match the opening, requiring an immediate solution.
- A product that arrives damaged, incorrect, or different from what the customer expected.
- An installation that's more complicated than anticipated and needs additional labour or materials.
- A truck breakdown, an installer calling in sick, or a last-minute scheduling problem.
- A customer who's upset and needs someone to take ownership and make things right.
- Multiple challenges happening at the same time, all needing your attention.

Your job is to figure it out.

That might mean finding an alternative installation approach, adjusting schedules, or working directly with a crew to determine what can safely move forward.

We don't expect you to have every answer. We expect you to take ownership of finding the right solution and making it happen.

Not every problem will have an obvious answer. Not every decision will be black and white. And not every day will go according to plan.

We need someone who stays calm under pressure, thinks on their feet, makes sound decisions, and genuinely enjoys turning difficult situations into positive outcomes.

We're not hiring someone simply because they love putting out fires. We're hiring someone who's exceptional at finding solutions, keeping work moving, and protecting the customer experience — even when the fires happen.

Of course,



preventing problems is just as important as solving them. We want someone who can navigate the chaos while helping prevent the same problems from happening again.

What You'll Do

- Be the problem-solver: Take ownership of unexpected installation challenges, customer issues, crew problems, and whatever else the day throws your way.
- Own installation execution: Make sure projects are properly prepared, crews have what they need, and installations are completed successfully.
- Make decisions in real time: Assess situations, weigh options, coordinate resources, and find practical solutions without waiting to be told what to do.
- Protect the customer experience: Handle challenging conversations, de-escalate concerns, set clear expectations, and follow through until issues are resolved.
- Catch problems before they happen: Review and approve projects at critical stages, including measure validation and installation readiness, to prevent avoidable mistakes.
- Support your team and crews: Work closely with your Project Coordinator, Measure/Service Technicians, Installation crews, and Regional Operations Manager. Remove roadblocks and jump in wherever needed.
- Keep the work moving: Oversee installation schedules, project flow, successful completion, and final payment collection.
- Make tomorrow better: Identify recurring problems, improve processes, and help reduce the number of fires that need fighting in the first place.

You'll have a team and a Regional Operations Manager supporting you. But when challenges arise, we need someone who's prepared to step up, make decisions, and take ownership of the outcome.

You'll Love This Job If...

- You're the person others turn to when something goes wrong.
- You actually enjoy solving problems — especially the unexpected ones.
- You stay calm when everyone around you is getting frustrated.
- You can have difficult customer conversations without becoming defensive or taking things personally.
- You'd rather make a decision and move something forward than spend all day talking about the problem.
- You're organized, but you're not thrown off when your carefully planned day changes completely.
- You're comfortable juggling multiple priorities and knowing which fire needs attention first.
- You're resourceful, practical, hands-on, and willing to jump in wherever needed.
- You take ownership of outcomes, even when the original problem wasn't your fault.




- You get genuine satisfaction from turning a bad customer experience into a great one.

And most importantly, you don't need every day to run smoothly to feel like you've had a excellent day.

In fact, some of your most rewarding days are the ones where everything seemed to go wrong — and you found a way to make it work.

This Role Probably Isn't for You If...

- You're looking for a traditional management position focused primarily on supervising people and delegating tasks.
- You prefer predictable days, structured routines, and minimal interruptions.
- You get frustrated when plans change or unexpected problems land on your desk.
- You prefer escalating problems rather than taking ownership of finding solutions.
- You don't enjoy dealing directly with customers, especially when they're unhappy.

We don't need someone who manages from the sidelines. We need someone who gets in the game.

Window and door experience is an asset, not a requirement. Your ability to execute, solve problems, and take ownership is what matters most.

What We Offer

- Primarily Monday–Friday daytime schedule
- Competitive base salary + bonus
- Company-paid benefits and 3 weeks vacation
- Your birthday off
- Phone allowance and company-issued laptop
- Growth and development opportunities
- AI-powered tools and training to help you work smarter
- A supportive operational team in a growing company

Who We Are

At Brookstone Windows & Doors, our core values aren't just words on a wall. They're how we show up for our customers and each other.

- Customer Obsessed – The customer experience is everything.
- LFG – Get 'er Done! – We take action and make things happen.
- No Jerks – Good people. Positive attitudes.
- Quality Matters – Measure Twice, Cut Once.
- We Embrace Change – Because there's always a better way.
- HCIH – How Can I Help? – We jump in and support each other.
- Think Things Through – We use good judgment and find solutions.

Sound Like You?

If you're someone who enjoys a challenge, thrives under pressure, loves solving problems, and takes pride in making things right for customers, we'd love to meet you.

We're not looking for someone who needs everything to go according to plan. We're looking for someone who knows what to do when it doesn't.

Let's get it done. Apply today!

Send us your resume — we review every application personally (not an AI program). I am a real person, my name is Connie and I’m the Director of Operations at Brookstone.

If we see potential we’ll connect with you quickly - can be the same day, so be ready. I will call/email/text.

We’re excited to meet people who take pride in getting things done right and delivering exceptional experiences.

Pay: $65,000.00-$75,000.00 per year

Benefits:

- Casual dress
- Dental care
- Extended health care

Work Location: In person

📌 Branch Operations Manager - Installation & Customer Experience (Kitchener)
🏢 Brookstone Windows & Doors
📍 Kitchener