Director, Centre Operations

AMA - Alberta Motor Association•Edmonton, AB

3d•Onsite

About The Position

The Director, Centre Operations will champion consistency and cohesion across AMA’s retail network (Travel, Registries, and Insurance Agency locations), ensuring every centre delivers an exceptional member and employee experience. This role involves strengthening internal controls, optimizing retail operations, and driving innovation through omnichannel service delivery, while fostering a culture rooted in integrity, collaboration, and stewardship. The ideal candidate is passionate about creating spaces that reflect pride, professionalism, and operational excellence.

Requirements

10+ years of multi-site retail operations leadership, ideally in complex or regulated industries (Travel, Registries, or Insurance experience is an asset).
Proven success managing operating policies, SOP governance, and audit compliance.
Strong knowledge of internal controls, audit remediation, and fraud risk management.
Skilled in retail product and vendor management, including margin optimization and inventory governance.
Exceptional relationship-building and stakeholder management skills across Finance, Risk, Compliance, Internal Audit, Properties, and Digital teams.
A proven reputation for integrity, accountability, and operational excellence.

Nice To Haves

Experience introducing or scaling omnichannel or self-service solutions in physical retail environments is an asset.

Responsibilities

Champion the in-centre member experience through retail cohesion and standards by defining and maintaining operating policies and Standard Operating Procedures (SOPs) across Member Services and the Insurance Agency.
Ensure compliance and control in cash handling, inventory management, sales transactions, and regulated processes, partnering with Finance, Risk, Compliance, and Internal Audit.
Lead the Centre Visit Guide (CVG) program to evaluate brand presentation, operational excellence, and internal control adherence, identifying opportunities, coaching leaders, and driving measurable improvement.
Oversee centre appearance and presentation standards, ensuring every AMA location reflects our brand values of professionalism, cleanliness, and service readiness.
Coordinate with Properties to resolve facility, maintenance, and security issues, ensuring a safe, compliant, and inviting environment for members and staff.
Steward the retail product portfolio, including vendor management, inventory levels and controls, and loss prevention practices, to ensure healthy margins and reduced risk.
Ensure thoughtful and proactive offering of high-quality retail products to members, ensuring value and relevance.
Champion omnichannel innovation by introducing digital queueing, self-service kiosks, and online-to-centre service models that create a seamless member experience.
Model AMA’s culture and leadership values while fostering a safe, positive, and consistent work environment in every centre across Alberta.

Benefits

Competitive salary
Flexible benefits, with five packages to choose from
Up to $3,000 in health and wellness spending accounts
Employer-paid retirement savings program, including 5% AMA contribution and 5% matching
Employee-exclusive discounts on travel, insurance, memberships, driver education, registry services, and more
Free travel medical insurance for you and your immediate family
Ongoing professional development, with unlimited learning opportunities and dedicated time for personal growth
Three weeks of vacation to start
A Me Day
A Volunteer Day
Option to purchase additional vacation time