Full-time Burnaby, British Columbia On-site Up to CA$100K/yr

Posted Friday, 11/6/2026

REPORTS TO: Director of Operations, Vancouver

MISSION STATEMENT:

The Operations Manager provides leadership and operational governance across the Vancouver Branch, ensuring that internal processes, operational systems and front-line teams are equipped to deliver consistent, productive and customer-focused service.

The position oversees operational procedures, quality assurance, compliance, workforce planning, performance reporting and continuous improvement. The Operations Manager works closely with Client Service, Field Management, Scheduling, Human Resources, Finance, Payroll, Information Technology and Remote Video Monitoring teams to ensure that operational processes are connected, properly controlled and aligned with branch objectives.

The Operations Manager also provides operational oversight and support for the Operations Centre, Specialty Services and Remote Video Monitoring programs, including service implementation, staffing analysis, technology-enabled workflows, client-specific requirements and corrective action.

KEY ACCOUNTABILITIES:

Operational Leadership and Governance

Develops, documents and continuously improves branch operational procedures, controls and end-to-end service-delivery processes, ensuring they are supported by appropriate training and quality controls.

Monitors operational performance and works across departments to resolve service gaps, clarify ownership and implement standardized, scalable improvements.

Meets regularly with the Director of Operations to review performance, risks, staffing, financial results, service challenges and recommended improvements.

Acts as a central operational resource for cross-functional issues,



ensuring accountability, decisions and follow-up actions are clearly documented and completed.

Leads the preparation and execution of ISO 9001 and COR audits, including maintaining audit documentation, confirming responsible personnel, tracking quality objectives and coordinating required follow-up.

Oversees the Dealer Administer service, including administration, coordination, client portal updates, data entry, verification, documentation and service-quality controls.

Reviews Dealer Administer service issues and implements process improvements and corrective actions to maintain accurate, efficient and client-focused delivery.

Works closely with Human Resources, Finance, Payroll, Field Management, Client Service, Scheduling, Information Technology, Remote Video Monitoring and other corporate departments to support branch objectives.

Maintains current knowledge of branch operations, company policies, client requirements and relevant systems; protects confidential information and promotes accountability, collaboration, continuous improvement and customer service.

Performs other duties as requested to support corporate, regional and branch requirements.

Remains available as an after-hours resource for significant operational incidents, client concerns and emergent situations.

Operations Centre, Remove Video Monitoring and Systems





Provides operational oversight and support for the Operations Centre, Specialty Services and Remote Video Monitoring programs.

Ensures operating procedures, escalation protocols, shift pass-ons, outage tracking, service records and other operational controls are accurate, current and consistently followed.

Supports client-specific Remote Video Monitoring procedures, response protocols, reporting requirements and technology-enabled service delivery.

Coordinates training and cross-training to support service continuity, reduce single points of failure and maintain appropriate coverage during absences and disruptions.

Supports the implementation and operational use of WinTeam, TrackTik, eHub, IMMIX, Avigilon Alta, Power BI, Microsoft Forms, SharePoint and other approved platforms, translating requirements into practical workflows, training, reporting and controls.

Quality Assurance, Audits and Compliance

Develops and oversees operational quality assurance programs, including audit criteria, questionnaires, review processes, compliance tracking, templates and performance dashboards.

Analyzes quality results and recurring operational issues to identify trends, systemic gaps, training needs and required corrective actions.

Leads branch and regional operational audits, compliance reviews, surveys and control assessments, including data collection, validation, follow-up and remediation.

Leads preparation and execution of ISO 9001 and COR audits, maintains required documentation and quality objectives, and ensures ongoing readiness for certification or renewal.

Manages audits of Operations Centre equipment, hardware, software, documentation and practices, and ma

📌 Operations Manager (Burnaby)
🏢 Paladin Security
📍 Burnaby