Job Description

Who is Grill Hero?

What began as a small summer venture has grown into North America's trusted brand for providing premium cleaning, repair, and maintenance for the spaces and appliances that bring people together. In doing so, Grill Hero is helping people get the most out of their cooking experiences by bringing families and friends together around food to create lasting memories.

Our HERO Values

Grill Hero operates with a commitment to our HERO values, which guide everything we do:

Honesty:

Integrity is the foundation of trust with our customers and teammates.

Empathy:

We genuinely care about the experiences we create and the people we serve.

Reliability:

Our customers can count on us to deliver exceptional results, every time.

Openness:

We embrace feedback, adapt to change, and constantly strive for growth.
These values are more than words, they're the driving force behind our success and the experiences we deliver.

About the Role

The Operations Coordinator is the central execution engine of Grill Hero's operational infrastructure. This role maintains the systems, data, documentation, and cross-department coordination required to keep both Corporate Operations and the Franchise Network running with discipline and consistency.

You will ensure operational scorecards are accurate, SOPs are current and accessible, audits are administratively sound, vendor activity is tracked, and cross-functional projects move forward on schedule. Your work provides the organizational backbone that enables the COO, Director of Operations, Call Centre, Franchise Support, and Finance to operate efficiently and make decisions based on reliable data.

This role is ideal for someone who is exceptionally organized, systems-oriented, and energized by creating order, structure, and operational clarity across a fast-scaling service organization.

Core Responsibilities

Data, Scorecard & Reporting Management

Maintain all weekly and monthly scorecards across Operations, Franchise, Call Centre, and Marketing, ensuring accuracy and timeliness. Pull datasets from Vonigo, QuickBooks, Google Sheets, and CRM dashboards; validate integrity and correct discrepancies prior to publication. Update the Leadership Scorecard Dashboard every Monday with finalized KPIs (Revenue Completed, AJS, Cancellations, NPS, Rebookings, Audit Scores, etc.). Build and maintain automated dashboards via Zapier and Looker Studio to streamline recurring reporting. Maintain the archive of historical reporting with strict version control for auditability and leadership reviews.

Process Administration & SOP Management

Own the Master SOP Index -- track ownership, revision cycles, version numbers, and next scheduled updates. Format, publish, and distribute new or revised SOPs from the COO, Director of Ops, or Franchise Business Coach. Conduct quarterly SOP validity checks; retire outdated versions and maintain clear lineage of changes. Manage training assets (videos, manuals, checklists) in the Grill Hero Knowledge Hub, ensuring folder integrity and accessibility. Document new or updated processes based on field feedback, audit findings, or Ops leadership direction.

Supply Chain, Vendor & Finance Administration

Track supply and parts orders, verify vendor invoices, and monitor fulfillment timelines across CBS and third-party suppliers. Maintain the Supply Chain Dashboard, including vendor pricing, freight data, and inventory-related metrics. Verify purchase orders and invoices against budget expectations or GL coding, then forward to bookkeeping for payment processing. Coordinate with vendors (CBS, Jelly Marketing, etc.) for small purchase orders, pricing updates, and delivery confirmations. Reconcile Brand Fund and Call Centre allocations monthly in collaboration with Finance; escalate discrepancies to the Director of Ops.

Compliance, Audit & Case Management Support

Maintain the Audit & Compliance Calendar -- scheduling audits across Technicians, Call Centre, and Franchisees. Collect, organize, and store all audit materials (photos, recordings, reports); track required follow-up actions to closure. Manage the central Case Tracker for customer issues, franchise inquiries, and technical escalations. Ensure all cases are categorized, assigned, and followed to resolution within defined SLA timelines. Produce a weekly Case & Compliance Summary outlining volumes, patterns, repeat issues, and flagged risks.

Cross-Department Coordination & Project Execution

Support the Director of Ops in implementing quarterly operational improvement projects with milestone tracking and deadlines. Maintain shared trackers, meeting notes, and deliverables across Operations, Franchise, Call Centre, Marketing, and Finance. Manage the Critical Activity Calendar (training sessions, renewals, compliance dates, audits). Support onboarding logistics for both corporate staff and franchisees -- scheduling training, verifying forms, and ensuring system access. Coordinate document collection and version control for insurance certificates, franchise agreements, WCB forms, and technical certifications.

What We're Looking For

Experience:

Experience in operations coordination, business administration, service operations, or similar support roles. Experience in home services, franchising, or multi-location operations considered a significant asset.

Background:

Familiarity with Grill Hero's operational environment, systems, and culture preferred but not required. Experience with project management

Skills:

Exceptional organizational discipline, data accuracy, and documentation quality. Strong analytical capability and comfort working across dashboards, spreadsheets, and operational tools. Clear communication, strong follow-through, and a proactive approach to resolving administrative gaps. Ability to manage multiple priorities with consistency and calm under pressure.

Personality Fit:

Structured, reliable, and meticulous. Comfortable working behind the scenes to keep systems running smoothly. Values clarity, consistency, and precision. Embodies the HERO Values in day-to-day interactions.

Tools:

Proficiency in Google Workspace (Sheets, Drive, Docs). Experience with CRM or scheduling platforms (Vonigo preferred). Familiarity with QuickBooks, Zapier, and Looker Studio is advantageous. Comfortable using Ninety.io for tracking, scorecards, and L10 management.

Why This Role Matters

The Operations Coordinator ensures the Grill Hero system operates with stability, accuracy, and discipline. By maintaining the core infrastructure -- scorecards, SOPs, reporting, vendor administration, compliance tracking, and cross-department coordination -- this role directly enables the COO, Director of Ops, Franchise Network, and Corporate Teams to perform at a higher level.

This role strengthens execution, reduces friction, and provides the operational clarity that allows Grill Hero to scale confidently.

If you thrive in a structured, detail-oriented environment and want to support a fast-growing brand from the inside out, we'd love to speak with you.

Job Type: Full-time

Pay: $55,000.00 per year

Location:

Mississauga, ON (required)
Work Location: In person