Manager - Facility Operations

Some of what you will do:

This role leads Facility Operations nationally for Staples Canada, supporting both Retail Stores and Distribution Centres. Responsible for delivering exceptional customer service, the position oversees the effective triage, vendor dispatch, follow-up and resolution of Facility work orders, quotes and purchase orders while ensuring Sites remain safe, well maintained and fully operational. The role also drives operational excellence through performance reporting and analysis, while providing leadership, coaching and development to a high-performing Facilities team.

Specifically, You Will:

Coaching and Development: 30%

• Provide coaching, role modeling and development to multiple direct reports.

• Execute and delivery of performance appraisals in accordance with Staples Policy.

• Create annual objectives for team and hold individuals accountable for creation of quarterly goals to support functional team goals, report on results and provide timely feedback.

• Work with team to determine, create and implement process/system improvement opportunities.

Effective Process: 30%

• Serve as the subject matter expert for national preventive maintenance programs across Retail locations, maintaining knowledge of maintenance schedules, contracts, scopes of work, and service requirements. Support maintenance-related RFPs and vendor selection initiatives.

• Lead and support the Facilities Coordinator, ensuring appropriate day-to-day operational coverage and project resource allocation.

• Manage national Repair & Maintenance (R&M) service agreements, driving vendor performance, service quality and execution. Responsible for vendor management, scope development, sourcing support and acting as the subject matter expert for facilities maintenance programs.

• Create and maintain facility standards for Retail/Distribution Centres workspaces, washrooms, common areas and back-of-house spaces, including cleanliness, supplies and service expectations.

• Provide context for capital and expense budget creation (annually) and reporting (monthly) to ensure adherence to budget and to maintain a standard of condition for Retail.

• Handle any service escalations nationally.

• Establish and ensure maintenance and adherence to process manuals, policies and retail standards.

• Ensure a high degree of customer care and service – timely responses – WO follow up, closure etc. [NP1]

• Oversee Retail/Distribution Centres WO & PO issuance – timeliness, costs, and contractor selection.

• Support CMMS implementation and, continued accountability including workflows, process design, system adoption, data integrity, user training, vendor compliance and performance reporting continuous improvement.

Communication – 30%

• Communicate effectively with Retail Stores, Distribution Centres, vendors and internal stakeholders, providing clear direction, timely updates and proactive issue management to support facility operations.

• Demonstrate strong organizational and time-management skills by prioritizing competing demands, allocating resources effectively and ensuring operational and project commitments are met within established timelines.

• Build and maintain collaborative relationships with business partners and service providers, fostering a customer-focused culture and driving continuous improvement in service delivery and operational performance.

Safety and Security: 10%

• Ensure sites are properly secured at all times.

• Support emergency response procedures and incident management in accordance with established protocols, serving as the primary liaison for insurance claims and related follow-up activities.

Some of what you need:

• Post-secondary education with a focus in facility management and/or property management is preferred or equivalent experience.

• Highly proficient with CMMS.

• Project/Time Management.

• 5+ years of previous experience in a Facilities Management environment.

• 1-3 years of supervisory/management experience.

Physical demands/working conditions:

• Office environment – Hybrid, with 4 days onsite in Richmond Hill, subject to the hybrid policy.

Some of what you will get:

• Associate discount

• Health and Dental benefits

• RRSP/DPSP

• Performance bonuses

• Learning & Development programs

• And more...

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