Overview

Key Responsibilities Oversee daily operations across assigned ABCS homes and service locations, ensuring services are delivered safely, consistently and in accordance with organizational and contractual expectations.Maintain a regular and visible presence within ABCS locations to understand frontline operations, identify concerns early and support timely decision-making.Lead, support and hold Team Leads accountable for the effective coordination of their locations, including contractor communication, service delivery, documentation and operational follow-through.Oversee contractor schedules, service coverage, schedule changes, replacements and shift exchanges, including final operational approval of proposed coverage arrangements.Work collaboratively with Client Care Services to ensure operational decisions align with client support plans, assessed needs, risks, behavioural considerations and service expectations.Ensure only appropriately screened, trained, approved and client-ready contractors are assigned to each client or location.Monitor service quality, contractor reliability, location operations and compliance with agreed service expectations.Address operational and service concerns promptly, objectively and consistently, in accordance with ABCS processes and applicable contractor agreements.Provide operational oversight of health and safety practices, including hazard identification, emergency preparedness, incident follow-up and completion of corrective actions.Oversee incident reporting, immediate operational response, documentation, risk mitigation and required follow-up actions.Ensure ABCS policies, procedures, client-specific protocols and applicable CAC, ACDS, PDD and regulatory requirements are consistently implemented.Lead operational quality assurance and continuous improvement initiatives using service information, incident trends, scheduling data and stakeholder feedback.Work collaboratively with Human Resources, Training, Finance, Scheduling and Client Care Services to address contractor readiness, service-delivery and operational requirements.Provide senior leadership with clear and timely reporting on coverage, incidents, service quality, operational risks, location performance and emerging priorities.Contribute operational insight to organizational planning, service development, contractor workforce planning and the achievement of ABCS's strategic goals.Support new client transitions, service expansions, location openings and the implementation of new systems, processes and operational tools.Reduce unnecessary reliance on senior leadership by ensuring routine operational matters are addressed promptly and at the appropriate level. Required Qualifications Minimum of five years of progressive experience in operations management, service delivery, workforce coordination or a comparable leadership role.Demonstrated experience leading Team Leads, supervisors, site managers or other frontline leaders.Strong people-leadership experience, including coaching, expectation-setting, accountability and addressing difficult operational concerns.Experience managing operations across multiple sites, locations, programs or service areas.Experience overseeing schedules, service coverage, workforce deployment or shift-based operations.Strong ability to manage competing priorities, respond to urgent situations and make sound operational decisions.Experience implementing policies, procedures, service standards and operational improvements.Experience managing incidents, operational risks, service concerns or health and safety matters.Strong communication, problem-solving, organizational and follow-through skills.Ability to prepare clear operational reports, recommendations and escalation summaries for leadership.Proficiency with Microsoft Office and the ability to learn scheduling, workforce-management and documentation systems.Valid driver's licence, reliable transportation and the ability to travel regularly between ABCS loc