Manager, Operational Projects and Services

Job Posting:
Manager, Operational Projects and Services
Department:
Operations

Reports to:

Director, Operations
Job Level: Level 4
Hiring Range: $80,931 – $101,164
Posting Date:
September 29, 2026
Final date to receive applications:
October 20, 2026
Background  The Manager, Operational Projects and Services is a key operational leader responsible for strengthening service delivery, operational effectiveness and organizational capacity across the Operations portfolio. The role acts as a central point of integration between Operations, Programs & Planning, Volunteer Engagement, partner agencies and internal teams, ensuring that operational priorities, agency needs, service issues, volunteer resources, and improvement initiatives are coordinated and executed effectively.
This position leads agency-facing operational support, cross-functional issue resolution, volunteer-operations coordination and approved operational projects and process improvements. The Manager is accountable for timely resolution of operational challenges, clear ownership and communication pathways, improved workflows, and consistent service for partner agencies and internal teams.
This is a hands-on leadership role for a proactive, solutions-focused professional who can bring diverse teams together, navigate a complex operational environment, exercise sound judgment, and drive meaningful improvements that support organizational goals and community impact.
ABOUT US  The Ottawa Food Bank is the leading emergency food provider in the National Capital Region, supporting a network of nearly 100 community food programs. Each year, we respond to more than 556,000 visits, of which 37% are children, reflecting the ongoing and urgent need across our community.
Through the generosity of our donors, partners, and volunteers, we distribute approximately 8.3 million pounds of food annually, ensuring equitable access to nutritious food for individuals and families facing food insecurity throughout Ottawa.
MAJOR RESPONSIBILITIES  Operational Projects & Continuous Improvement   Lead approved operational improvement initiatives that strengthen service delivery, increase organizational capacity, simplify workflows, and improve operational effectiveness.
Own delivery of assigned initiatives such as Clean Zone, bulk-buying initiatives, order-support improvements, agency-onboarding workflows, process redesign, and system-enhancement projects.
Develop project plans, timelines, measures, risk and action tracking, and implementation controls appropriate to project complexity.
Identify operational gaps, recurring issues, root causes, administrative burden, and service barriers, and lead practical, scalable solutions with operational leads.
Lead approved procurement, distribution, communication, change-management, and implementation activities within the assigned project mandate.
Monitor project outcomes, adoption, barriers, risks, and benefits, and take or recommend corrective action when delivery is off track.
Order Support & Agency Coordination   Lead and continuously improve order-support workflows and agency-facing operational service.
Oversee order-support processes, including weather-related communications, reminder and missing-order follow-up, late submissions, delivery coordination, and order-related Primarius updates.
Resolve routine order issues and guide agencies through system navigation, ordering requirements, product-availability questions, SOP-related questions, and delivery exceptions.
Lead the operational component of new-agency onboarding, including ordering and delivery expectations and effective handoffs with Programs & Planning and Operations.
Direct clear, timely, and consistent operational communications to agencies regarding new products, seasonal items, service disruptions, ordering changes, and delivery impacts.
Monitor order-support effectiveness, response times, recurring exceptions, and service gaps, and implement or recommend improvements.
Cross-Functional Issue Resolution & Service Continuity   Lead day-to-day triage and resolution of operational issues affecting multiple teams, agencies, or service-delivery processes.
Assess, prioritize, and track issues through clear ownership, response pathways, decisions, and next steps.
Coordinate the appropriate response across Operations, Programs & Planning, Volunteer Engagement, agencies, IT, Finance, Facilities, vendors, and other teams as required.
Maintain issue tracking and follow-up controls that provide visibility and…