Vice President of Operations, GreyOwl

Job Description

Grey Owl is seeking a Vice President, Operations or COO for its Canadian operations to take overall leadership of the company’s day-to-day operations and help lead its next stage of growth. This is not simply an operational-maintenance position. The VP, Operations will assess how Grey Owl operates today, identify opportunities to improve structure and efficiency, build scalable processes and accountability, strengthen service delivery, and create the operational foundation required for continued growth across North America.

The successful candidate will bring a combination of operational leadership, business acumen, technology orientation and execution discipline. They will be equally comfortable developing strategy with senior leadership, reviewing performance and financial metrics, improving processes, leading managers and teams, solving client-service issues, and getting directly involved when an operational challenge needs to be resolved. The mandate is clear: help Grey Owl operate better, scale intelligently and grow without losing the responsiveness, innovation and ownership mentality that built the company.

• Provide overall leadership and direction for Grey Owl’s operational functions, ensuring teams, resources and processes are aligned with company priorities.
• Oversee day-to-day service delivery and operational performance across the business.
• Establish clear operating structures, responsibilities, decision-making authority and accountability across teams.
• Build a disciplined operating rhythm around priorities, KPIs, service levels, reporting, meetings and follow-through.
• Ensure operational issues are identified early, properly owned and driven through to resolution.
• Create consistency and scalability while maintaining the responsiveness and flexibility that clients expect from Grey Owl.

• Assess existing workflows, systems, organizational structure and operating practices to identify opportunities for improvement.
• Design and implement processes that improve productivity, service quality, communication and accountability.
• Identify operational bottlenecks, duplication, unnecessary complexity and areas where resources can be deployed more effectively.
• Develop scalable systems and processes capable of supporting continued geographic, client and service-line growth.
• Establish meaningful operational metrics and dashboards that provide leadership with visibility into performance.
• Continuously evaluate whether Grey Owl has the right people, processes, technology and organizational structure to support its growth.

• Champion the use of technology, automation and AI to improve how Grey Owl operates internally and serves its clients.
• Identify opportunities to automate repetitive work, improve workflows and provide teams with better operational information.
• Work closely with technical leadership to ensure Grey Owl continues evolving its managed-services capabilities and technology platform.
• Encourage experimentation and practical innovation while ensuring new technology produces measurable business and client value.
• Help translate emerging technologies into scalable services and operational advantages.

• Maintain a relentless focus on client experience, responsiveness and accountability.
• Ensure Help Desk, managed services, field support and other operational functions deliver consistent service standards.
• Develop processes for escalation, problem resolution and communication when service issues occur.
• Ensure teams take ownership of client problems rather than allowing issues to move between departments without resolution.
• Work with leadership to continually…