Operations Manager, Strategic Accounts

Wolseley Group•Burlington, PE

1d•$105,000 - $125,000•Remote

About The Position

At Wolseley Canada, our leading-edge is the knowledge and insight found in every corner of our organization. Here, you’ll build strong relationships and support critical industries that touch the lives of Canadians. Every day, we show up with intention and pride; in ourselves, our associates, and our customers. You’ll have a solid foundation to try new things, uncover new possibilities, challenge yourself, and grow your career. Does this sound like somewhere you’d like to be? Wolseley Canada is the leading wholesale distributor of plumbing, HVAC/R, waterworks and industrial products in the country and working here means, a network of possibilities, a place you are valued and a higher standard. Join the Pros! About the job At Wolseley Canada, our leading-edge is the knowledge and insight found in every corner of our organization. Here, you’ll build strong relationships and support critical industries that touch the lives of Canadians. Every day, we show up with intention and pride; in ourselves, our associates, and our customers. You’ll have a solid foundation to try new things, uncover new possibilities, challenge yourself, and grow your career. Does this sound like somewhere you’d like to be? Wolseley Canada is the leading wholesale distributor of plumbing, HVAC/R, waterworks and industrial products in the country and working here means, a network of possibilities, a place you are valued and a higher standard. Join the Pros!

Requirements

5–8+ years of experience in operations, program/project management, or service delivery
Proven experience leading cross-functional projects and driving initiatives to completion
Experience supporting enterprise or strategic accounts preferred
Strong process improvement and scalability mindset
Experience with systems implementation and automation initiatives
Analytical skills with experience in reporting tools (e.g., Power BI, Excel)

Responsibilities

Own day-to-day operational support for strategic accounts, ensuring SLA adherence and consistent service delivery
Standardize and scale core processes, including: Truck stock rollout and inventory management, Express delivery programs, Order flow and service request handling
Consult on development and maintenance of SOPs, playbooks, and scalable process frameworks
Lead cross-functional projects that support strategic account initiatives and operational improvements
Manage end-to-end project lifecycle: Scope definition, Stakeholder alignment, Timeline and milestone management, Execution and post-implementation review
Drive initiatives such as: Customer integrations (e.g., punchout, EDI), New service offerings, Process automation and system enhancements
Ensure projects deliver measurable business outcomes (efficiency, cost reduction, SLA improvement, sales growth, margin increase)
Act as the primary liaison between Strategic Accounts and internal teams (Legal, IT, Supply Chain, Operations, Facilities, Field Teams)
Establish clear workflows, ownership, and escalation paths
Drive accountability through defined SLAs and regular follow-ups
Reduce friction caused by unclear ownership or siloed processes
Work closely with FEI NAM ops department to leverage existing tools and processes that support customer activities and provide internal admin/operational relief
Partner with IT and Digital teams to prioritize and implement systems that enable scale
Identify and eliminate manual processes through automation
Support tools and capabilities such as: Parts sourcing optimization, Customer self-service and integrations, and Centralized request tracking and visibility
Develop dashboards and reporting (e.g., Power BI) to track SLA performance, operational efficiency, project outcomes and ROI as well as to correctly document customer rebate and contract life cycles, vendor claim agreements, etc
Translate data into actionable insights and continuous improvement initiatives
Design and implement a scalable operating model to support growth in strategic accounts
Identify capacity constraints and recommend solutions (process, tools, structure)
Support the development of a Strategic Accounts Operations function, including: Defining roles and responsibilities, Establishing repeatable workflows, Enabling consistent onboarding of new accounts
Continuously improve cost-to-serve while maintaining or improving service levels