Industry: Residential Home Services | Window & Door Restoration
Position: Operations Lead
Compensation: Competitive, based on experience
Work Environment: Virtual with occasional site visits

Window Restoration Experts (WRE) is a growing home services company specializing in restoring, repairing, and upgrading residential windows and doors across the Greater Toronto Area.

Our philosophy is simple:

Restore First. Replace When Right.™

We believe homeowners deserve honest recommendations, exceptional workmanship, and an experience that feels effortless from beginning to end.

As our company continues to grow, we're looking for a highly organized, proactive, and dependable Operations Lead to take ownership of our daily operations and project fulfillment.

This is an important leadership position within our company.

We're looking for someone who genuinely enjoys creating structure, solving problems, coordinating people, and making sure nothing falls through the cracks.

2. The Role

As our Operations Lead, you'll be responsible for ensuring every sold project moves smoothly from approval through installation and completion.

You'll coordinate our field technicians, suppliers, schedules, materials, and homeowner communication while maintaining complete visibility over our active projects.

You'll work closely with our ownership team, Sales department, and Lead Technician to ensure the promises we make to homeowners are delivered consistently.

Your responsibility is to keep operations moving without needing someone to constantly tell you what to do next.

You'll be successful in this role if you can anticipate problems, prioritize effectively, communicate proactively, and take complete ownership of your responsibilities.

3. Key Responsibilities

Project Management & Fulfillment

- Manage multiple active residential restoration projects simultaneously.
- Oversee projects from customer approval and deposit through final installation.
- Review project scopes, measurements, materials, and installation requirements.
- Track project progress, deadlines, outstanding tasks, and dependencies.
- Identify potential delays or missing information before they impact installation.
- Ensure every project has a clear next step, assigned responsibility, and expected timeline.
- Maintain accurate and up-to-date project records.

Scheduling & Field Coordination

- Manage daily, weekly, and four-week installation schedules.
- Coordinate technician assignments based on skills, availability, project requirements, and location.
- Optimize scheduling to reduce unnecessary travel, downtime, and repeat visits.
- Coordinate site assessments, measurements, installations, warranty visits, and service calls.
- Ensure technicians have clear job instructions, materials, and project details before arriving onsite.
- Communicate schedule changes quickly and accurately.
- Work closely with our Lead Technician to resolve field challenges.

Supplier & Material Coordination

- Coordinate glass, hardware, and installation material orders with suppliers.
- Verify measurements, specifications, quantities, and project requirements before orders are submitted.
- Track manufacturing timelines, deliveries, and material readiness.
- Follow up proactively on outstanding orders.
- Resolve supplier discrepancies, damaged materials, and remakes.
- Ensure materials are ready before installations are scheduled.
- Maintain organized purchasing and supplier records.

Homeowner Communication & Customer Experience

- Keep homeowners informed throughout their project.
- Coordinate installation dates, project timelines, and scheduling changes.
- Respond professionally to homeowner questions and concerns.
- Communicate delays or unexpected challenges before customers need to ask.
- Coordinate warranty requests and post-installation follow-ups.
- Ensure every homeowner feels informed, respected, and taken care of.

We believe exceptional customer service comes from proactive communication, not simply responding when something goes wrong.

Operational Systems & Documentation

- Maintain accurate project information within Jobber and our Operations Dashboard.
- Ensure schedules,



job instructions, tasks, and project statuses are consistently updated.
- Track technician labour hours, project expenses, and material costs.
- Maintain organized records of outstanding issues and follow-up requirements.
- Identify gaps in existing workflows and recommend practical improvements.
- Support the implementation of standard operating procedures and internal systems.

Quality Control & Problem Solving

- Work with field technicians to identify and resolve installation challenges.
- Coordinate quality assurance checks and outstanding deficiencies.
- Investigate recurring operational issues and identify their root causes.
- Ensure warranty work and return visits are documented and resolved.
- Escalate technical, financial, or customer-related concerns when appropriate.
- Help prevent repeated mistakes through better communication, preparation, and processes.

Operational Reporting & Accountability

- Maintain visibility over current projects and upcoming workload.
- Review technician capacity and scheduling availability.
- Monitor project timelines, labour utilization, and fulfillment progress.
- Support job-cost tracking and project profitability reviews.
- Provide clear updates to ownership on completed work, upcoming priorities, and outstanding issues.
- Take responsibility for ensuring assigned tasks are followed through to completion.

4. Who We're Looking For

We're looking for someone who naturally takes ownership. Someone who doesn't wait for problems to become emergencies. Someone who sees an incomplete task and immediately thinks, "What's needed to move this forward?"

Our ideal candidate is:

- Highly organized: You can manage numerous projects, tasks, and deadlines without losing track of details.
- Proactive: You anticipate what needs to happen next rather than waiting for instructions.
- An excellent communicator: You can confidently communicate with homeowners, technicians, suppliers, and management.
- A critical thinker: You ask the right questions, investigate issues, and make thoughtful decisions.
- Accountable: You take responsibility for your work and follow through on commitments.
- Calm under pressure: You can prioritize effectively when schedules change or unexpected issues arise.
- Detail-oriented: You understand how small mistakes in measurements, orders, or scheduling can create expensive problems.
- Comfortable with technology: You can confidently work across scheduling software, spreadsheets, email, and communication platforms.
- Growth-minded: You welcome feedback, learn quickly, and enjoy improving processes.

5. Who Will Thrive in This Role

You'll likely love this role if:

- You naturally take initiative and don't need someone reminding you what needs to be done.
- You enjoy bringing order to moving parts and creating structure where it's needed.
- You think two or three steps ahead and prepare for problems before they happen.
- You take personal responsibility for outcomes, not just completing assigned tasks.
- You communicate early, especially when something isn't going according to plan.
- You know how to balance urgency with accuracy and never sacrifice quality just to move faster.
- You're comfortable making decisions, asking thoughtful questions, and knowing when to escalate.
- You can manage multiple priorities without becoming overwhelmed or losing attention to detail.
- You enjoy working with people and understand that technicians, homeowners, and suppliers all depend on clear communication.
- You genuinely enjoy learning, receiving feedback, and becoming better at what you do.

Most importantly, you find satisfaction in knowing everything is running smoothly because you've prepared, organized, and followed through.

6. Who May Not Enjoy This Role





This position may not be the right fit if:

- You prefer having every task assigned to you rather than identifying what needs attention independently.
- You rely heavily on reminders or follow-ups from management to complete responsibilities.
- You prefer repetitive work with predictable daily tasks and minimal changes.
- You struggle to prioritize when several issues require your attention at once.
- You tend to wait until someone asks for an update instead of communicating proactively.
- You prefer simply completing tasks rather than taking responsibility for the overall outcome.
- You find it difficult to receive constructive feedback or adapt your approach.
- You tend to rush through details to finish tasks quickly.
- You avoid difficult conversations or hesitate to raise concerns when something isn't working.
- You prefer working independently of others rather than coordinating across teams.

This isn't a position where success is measured by how busy you are. It's measured by how consistently things get done, how well people are supported, and how few problems fall through the cracks.

We don't expect perfection. We do expect ownership, honesty, accountability, and a genuine willingness to improve.

7. Qualifications

Required:

- 3+ years experience in operations coordination, project coordination, scheduling, logistics, or a related role.
- Strong organizational and time-management skills.
- Excellent written and verbal English communication.
- Experience coordinating multiple projects or service appointments simultaneously.
- Confidence using digital scheduling tools, spreadsheets, and project management software.
- Strong attention to detail and problem-solving ability.
- Ability to work independently and manage competing priorities.
- Professional and customer-focused attitude.
- 3+ Experience in residential construction, renovations, windows and doors, glazing, or home services.
- Experience coordinating field technicians, tradespeople, or installation crews.
- Familiarity with Jobber, Gmail, Slack, ChatGPT, Claude.
- Experience with supplier purchasing, material ordering, and delivery coordination.
- Understanding of labour tracking, job costing, and operational reporting.
- Experience creating or improving operational procedures.

Previous window and door experience is an advantage, but not essential. We're willing to teach the technical side of our business to someone who demonstrates strong operational judgment and ownership.

8. What Success Looks Like

Within your first 90 days, our goal is for you to confidently:

- Understand WRE's services, project lifecycle, and operational systems.
- Manage active projects with accurate documentation and clear next steps.
- Coordinate technician schedules and upcoming installations.
- Follow through on supplier orders, material deliveries, and outstanding issues.
- Communicate proactively with homeowners and internal team members.
- Identify operational problems and recommend solutions.
- Provide management with reliable visibility into project progress.

Ultimately, success means our customers feel taken care of, our technicians arrive prepared, and our projects move forward without constant intervention.

Why Join WRE?

We're a growing company building something long-term. We're investing in our people, improving our systems, and creating an environment where talented individuals can take ownership and make a meaningful impact.

You'll have the opportunity to work directly with our leadership team, contribute to how our operations are built, and grow alongside the company.

We value initiative, honesty, communication, accountability, and people who genuinely care about doing things properly.

Our belief is straightforward: Slow is smooth. Smooth is fast.

We don't believe in rushing through work just to get things done. We believe in thoughtful preparation, strong execution, and getting things right.

Window Restoration Experts
www.windowexperts.biz
Restore First. Replace When Right.™

Pay: From $65,000.00 per year

Benefits:

- Dental care
- Life insurance
- Paid time off
- Wellness program

Work Location: Remote

📌 Operations Lead (Canada)
🏢 Eddys Window Restoration Experts
📍 Canada