Job Description

About the Role

As an Operations Manager at Prism Property Services / Grill Hero Ottawa, you will play a hands-on leadership role overseeing day-to-day operations while driving employee performance, customer experience, sales growth, and operational excellence. You will manage a team of approximately 10-15 employees, ensuring the delivery of high-quality cleaning and maintenance services with a strong emphasis on customer satisfaction, safety, reliability, and efficiency.

This role blends people leadership, sales, marketing, and operational management. This role will also include rolling up your sleaves and working with the teams to clean. The ideal candidate leads by example, thrives in a fast-paced environment, and is passionate about building strong teams, delivering exceptional service, and contributing to business growth.

Key Responsibilities

Employee Management

Recruit, onboard, train, mentor, and manage team members Ensure proper staffing levels, scheduling, and resource allocation Maintain high performance standards, accountability, and team engagement

Customer Experience

Ensure exceptional customer service across all touchpoints Uphold company standards for communication, punctuality, dress code, and professionalism Resolve customer concerns and ensure positive outcomes Service execution: performing cleaning tasks to train employees, fill in for absences, and scale up service when required.

Sales & Business Development

Provide accurate estimates and service recommendations to clients Drive upselling, cross-selling, re-bookings, and repeat business Support revenue growth through proactive sales efforts

Marketing

Plan and execute local marketing initiatives including: Client outreach (calls and emails) Door knocking and lawn signage Mailouts and community initiatives Social media engagement and promotions

Administration & Reporting

Oversee employee timesheets, mileage, and expense tracking Monitor financial performance and operational costs Prepare reports, analyze KPIs, and present insights to leadership

Safety & Compliance

Enforce company policies, safety procedures, and quality assurance standards Ensure compliance with all applicable regulations and operational guidelines

Resource & Performance Management

Manage equipment, supplies, materials, and technology Track operational performance and identify improvement opportunities Troubleshoot issues and implement corrective actions

Collaboration

Work closely with owners, senior leadership, suppliers, vendors, and clients Collaborate with other managers to achieve company goals

What Makes a Successful Operations Manager

Strong leadership, decision-making, and problem-solving skills A customer-first mindset with high standards for quality and service Ability to motivate, coach, and develop employees Organized, detail-oriented, and results-driven Comfortable balancing operations, sales, and people management

Reporting Structure

Reports directly to the Chief Operating Officer and Owners Works collaboratively with management, staff, clients, and vendors

Qualifications & Requirements

Previous experience in operations management, sales, and/or marketing is an asset Legally eligible to work in Canada Valid Canadian driver's license with a clean driver abstract No criminal record Strong communication and interpersonal skills Willingness to clean, lead by example and do what it takes to ensure client expectations/commitments are met. Ability to work after-hours on occasion Sales-oriented mindset with a willingness to actively sell services and drive re-bookings High attention to detail and commitment to safety Willingness to follow established processes and policies A true team player with a positive attitude

About Prism Property Services

Prism Property Services is a fully integrated property services company serving the Ottawa/Gatineau region. We provide comprehensive cleaning and maintenance solutions for homes, businesses, and cottages. Our mission is to save our clients time, provide peace of mind, and consistently deliver exceptional service.

About Grill Hero Ottawa

Grill Hero Ottawa is the trusted local expert in professional BBQ cleaning and repair services across the National Capital Region. We specialize in restoring and repairing all major BBQ and smoker brands using professional-grade equipment and eco-friendly cleaning solutions. Locally owned and operated, we pride ourselves on exceptional service and guaranteed results.

Job Types: Full-time, Permanent

Pay: $60,000.00 per year

Benefits:

Company events Mileage reimbursement
Application question(s):

No criminal record Access to a full-time vehicle
Licence/Certification:

driver's license with a clean driver's abstract (required)
Work Location: In person