Director of Staff Operations

Work environment: Primarily on-site, with a combination of office and operational site responsibilities.

Reports to: President/Owner

Compensation: Starting at $80,000 per year, with final compensation based on experience.

About the Role: Ottawa Tours is seeking a confident, organized and hands-on Director of Staff Operations to oversee our office and front-line teams. This senior management position is responsible for staff scheduling, supervision, recruitment, training, workplace policies, performance management and day-to-day employee operations. The Director of Staff Operations will help ensure that employees are properly trained, supported and held accountable to company expectations. This is not a strictly office-based position. The successful candidate will maintain a strong presence at our operational sites, work directly with employees and managers, and respond to staffing or operational issues as they arise.

Key Responsibilities:

• Create and manage staff schedules across office and front-line operations.
• Approve time-off requests while maintaining appropriate staffing levels.
• Coordinate coverage for absences, call-ins, schedule changes and peak periods.
• Anticipate seasonal staffing requirements and identify coverage gaps.
• Communicate schedules and operational updates clearly and consistently.

Staff Leadership and Performance:

• Supervise office and front-line employees.
• Establish clear expectations for attendance, punctuality, conduct, dress code and job performance.
• Monitor employee performance and address concerns promptly.
• Provide coaching, feedback and performance improvement plans.
• Issue verbal or written warnings and apply disciplinary measures when appropriate.
• Document performance concerns, disciplinary actions and employee discussions.
• Make recommendations to the President/Owner regarding termination or other significant employment decisions.

Recruitment, Onboarding and Training:

• Coordinate recruitment and participate in candidate screening and interviews.
• Support hiring decisions based on operational and staffing needs.
• Develop and oversee employee onboarding.
• Ensure employees receive appropriate training before working independently.
• Maintain training records and identify ongoing development needs.
• Support supervisors in delivering consistent training and performance expectations.

Policies and Workplace Standards:

• Develop, implement and update staff policies and procedures.
• Communicate policies clearly and ensure they are applied consistently.
• Enforce workplace rules, uniform standards and dress codes.
• Ensure employees understand their responsibilities and the consequences of non-compliance.
• Review existing practices and recommend improvements to workplace procedures.

Workplace Compliance and Employee Relations:

• Support Ottawa Tours in maintaining compliance with applicable employment standards, labour requirements, workplace health and safety obligations and company policies.
• Stay informed of relevant changes to Ontario employment legislation.
• Maintain accurate and confidential employee documentation.
• Respond to employee questions, concerns and complaints professionally.
• Review workplace complaints fairly, document findings and take appropriate action.
• Escalate serious or sensitive matters to the President/Owner when required.
• Promote a respectful, safe and professional workplace.

On-Site Operations:

• Maintain a visible management presence at operational sites.
• Monitor employee readiness, appearance, conduct and service standards.
• Respond to staffing shortages, employee concerns and operational disruptions.
• Support managers and employees during busy periods.
• Help ensure staffing decisions align with operational and customer-service needs.
• Travel between the office and operational locations as required.

Qualifications:

• Previous experience managing employees in an operations, tourism, hospitality, transportation or customer-service environment.
• Demonstrated experience with staff scheduling, performance management and workplace policies.
• Working knowledge of Ontario employment standards and workplace requirements.
• Strong leadership skills with the confidence to enforce expectations and address difficult situations.
• Excellent organization, judgment and problem-solving abilities.
• Strong written and verbal communication skills.
• Ability to manage sensitive employee matters professionally and confidentially.
• Ability to remain calm and make sound decisions in a fast-paced environment.
• Comfortable working independently while keeping the President/Owner informed.
• Experience managing seasonal or high-volume operations is considered an asset.
• Bilingualism in English and French is considered an asset.

Schedule and Availability:

This is a full-time, year-round position. Because Ottawa Tours operates in the tourism and hospitality industry, the role requires schedule flexibility during peak season. The successful candidate must be available to work evenings, weekends and statutory holidays when operationally required. Hours and work locations may vary depending on staffing needs, events and seasonal activity.

Authority and Reporting:

The Director of Staff Operations reports directly to the President/Owner and has authority to manage schedules, approve time off, resolve routine employee concerns, enforce company policies and administer appropriate disciplinary measures. Termination and other major employment decisions currently require consultation with and approval from the President/Owner. The level of decision-making authority may expand as the successful candidate becomes established in the position.