The Director, Field Operations Control Centre & Dealer Partnership is a critical leadership role within the National Field Operations organization, accountable for two integrated pillars: centralized workforce planning, dispatch execution, and in-day operational management across all field technician activities; and building and leading a best-in-class vendor (dealer) management capability that drives performance, cost efficiency, compliance, and scalability across a national network of installation and service partners.
This role owns the end-to-end orchestration of work from demand creation through to job completion, ensuring optimal alignment between customer demand, technician and dealer capacity, and field execution. The Director plays a key role in enabling gross adds, conversions, and service delivery performance, ensuring that work orders are planned, prioritized, and executed efficiently across the national footprint, while simultaneously driving vendor performance, cost management, and commercial outcomes across the dealer network.
Together, the Control Centre and Vendor Support functions serve as a centralized capability responsible for demand-to-capacity alignment, real-time execution, dealer relationship and performance governance, and service reliability at scale — ensuring the right technician or dealer, with the right skills, is deployed to the right job with minimal travel and maximum productivity.
This role operates within a matrixed leadership structure, partnering closely with Operational Excellence & Enablement, Care and Contact Centres, DOMs/DSMs, Sales, Marketing, HR, and Technical Support teams to ensure alignment between strategy, systems, vendor performance, and field execution.
Key Responsibilities:
Control Centre — Workforce Planning & Field Execution
1. Capacity Planning
- Own national capacity planning across internal technicians (IFT) and Dealers to ensure sufficient coverage to meet forecasted demand
- Translate demand forecasts, including gross adds, conversions, and repair volumes, into actionable workforce plans
- Identify and mitigate capacity risks, including technician shortages, skill mismatches, and regional imbalances
- Partner cross-functionally to align workforce supply with revenue-driving and service-driven priorities
- Drive continuous improvement in forecasting accuracy and utilization
2. Dispatch Strategy, Optimization & Territory Design
- Oversee end-to-end dispatch operations, ensuring optimal technician scheduling and routing
- Ensure right technician, right job, right time execution, balancing skill matching, geography, and efficiency
- Lead the execution and continuous optimization of territory deployment strategy to improve coverage, productivity, and travel efficiency
- Define dispatch rules, prioritization frameworks, and exception handling processes
3. In-Day Operations & Service Execution
- Lead real-time operational management to ensure daily service commitments are met
- Monitor and drive improvements on appointment adherence, missed appointments, technician utilization, next available appointment offerings, and cycle time for cannot-complete codes and complaints
- Drive proactive interventions to recover at-risk appointments or weather related incidents and outages
- Ensure escalations impacting customers are resolved quickly and effectively
4. Work Order Lifecycle & Completion Management
- Own the end-to-end lifecycle of work orders, including install, repair, and conversion activities
- Ensure efficient flow from order creation through scheduling, dispatch, completion, and closure
- Manage incomplete, aging, and at-risk work orders to ensure timely completion
- Reduce backlog, repeat visits, and work leakage through improved control centre processes
- Lead outbound customer…
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