Operations Manager - Markham + Richmond Hill

The Operations Manager is obsessed with every detail regarding the client journey and excels in data-driven decision-making. The Operations Manager acts as the advocate for clinic operations resolving any issues or roadblocks to support the health of the business. They will set the standard for operational excellence within their clinics and drive profitability by providing best-in-class experiences to our clients. The Operations Manager will be responsible for ensuring our services to our clients are delivered with the highest quality, consistency, and efficiency, fostering trust and loyalty among our clients. They will continuously evaluate and improve processes, ensuring that each client interaction reflects our commitment to excellence and aligns with the company’s strategic goals.

1. Lead a memorable and exceptional client service experience that focuses on building relationships and community
2. Stay informed and knowledgeable of all Myodetox services and offerings and the latest launches, keeping the team informed as well
3. Flex as a Front Desk Associate (FDA) when needed and support the client experience and team
4. Execute tasks and assist in keeping the clinic clean, well stocked and organized to maintain the integrity of the clinic
5. Ensure all customers are presented with their products and thanked as the final step of the customer journey
6. Proactively request feedback from management on successes and areas of improvement
7. Take opportunities for training and development when needed
8. Ensure all aspects of the in-clinic experience meet Myodetox hospitality standards

1. Engage as a key member of the Clinic Management Team (collectively the Clinic Director, and Lead Clinician) to ensure the clinic meets all business targets and OKRs
2. In collaboration with the Regional Operations Manager and Clinic Management team, communicate and implement strategies to drive client retention, and measure and report on the efficacy of initiatives with a focus on driving continuous improvement in retention rates
3. Collaborate with the Clinic Management team to set annual and quarterly business objectives
4. Ensure each clinic is equipped to meet expectations related to the rollout of new campaigns, marketing, and promotional initiatives, etc.
5. Share insights from clinic operations, team and client feedback, and other relevant dynamics with the Regional Operations Manager and clinic teams

1. Oversee a team of FDAs to effectively manage clinic operations including, but not limited to, shift optimization, initial booking conversion and batch booking, waitlist management, claim and invoice accuracy and completion, etc.
2. Ensure Accounts Receivable are managed appropriately including reconciliation of direct deposits, balancing of cash sheet and deposits, deposit of checks, etc.
3. Liaise with Clinic Directors and the Regional Operations Manager (ROM) to ensure repairs, refurbishment or renovations are managed appropriately
4. Ensure FDA schedules are appropriately managed and all clinics have adequate front desk coverage at all times
5. Available and working out of either clinic Monday-Friday in order to best support your team and business
6. Be available Mondays and Fridays for key leadership and support meetings
7. Work one desk shift per week at each clinic location to stay connected with day-to-day operations and ensure a hands-on understanding of clinic needs

1. Keep a consistent pipeline of candidates for FDA positions to ensure your clinics are appropriately staffed and support any changes to the business
2. Coach and develop FDAs to ensure clinic teams meet operations and hospitality standards; serve as a leader and mentor for FDAs to ensure they have guidance and support in their growth and development
3. Oversee the recruiting, hiring, and training process for new FDAs in collaboration with the ROM, Learning+Development, and People+Talent teams
4. Be present at the clinic every day to engage with the team and offer a constant flow of feedback
5. Host consistent 1:1’s with FDAs to ensure coaching and development remain a top focus and priority. In partnership with the Clinic Directors, ensure compliance across FDAs and clinicians to support consistent and high-performance

1. Support the achievement of store KPI’s, as defined by the Support operational systems & processes that enable the business to maximize results
2. Share consistent operational information between leadership and team members
3. Support training and onboarding for new team members, focusing on operational requirements
4. Communicate customer insights to the Senior Clinic Director, Clinic Director, and Regional Operations Manager
5. Responsible for answering all incoming phone calls and servicing the client, including managing phone sales
6. Responsible for ensuring all voicemails are responded to within 12 hours

1. Effective interpersonal and leadership skills
2. Passionate about people development with a proven track record of onboarding and maintaining high performers
3. Experience in a high volume business or sales environment
4. Experience in creating standards and procedures
5. Adaptable with the ability to think creatively and quickly
6. Excellent organization and analytical skills
7. Experience with deadlines and follow up
8. Critical thinking ability - identify potential challenges and develop action plans
9. Physical requirements: Ability to stand for 8 hours, lift 50lbs
10. Ability to travel
11. Must be able to work outside of regular hours on occasion including evenings, weekends & holidays

1. Care Deeply (Passion)
2. Protect The Asset (Sustainability)
3. Do Less, Well (Focus)
4. Never Stop Learning (Curiosity)
5. Stay True (Authenticity)

1. 100% Employer-Paid Extended Health Benefits for all full-time employees (must work a minimum of 30+ hours/week to qualify)
2. Group RRSP with Profit-Sharing Employer Match
3. Discounted Pet Insurance through SPOT
4. Complimentary paid staff treatment sessions
5. Bonus payout for referral of new team members
6. Subsidized mental health support

Who We Are:

Myodetox was started in 2015 - a clinic with a team of Physiotherapists, Chiropractors and Registered Massage Therapists on a mission to change the way people take care of their bodies. We exist to reinvent the rehab industry by delivering a differentiated experience and quality of care.

Our therapy philosophy is to provide a 1:1 full-body approach to help people Futureproof their bodies. Our Clinicians provide treatment using their unique skill sets and educate clients on what it takes to minimize re-injury and become more resilient #futureproofyourbody.

With 20 locations (and counting) across Canada and the US, Myodetox is leading today's conversation to share with Every Body why taking care of yours is essential to your daily life.