Provincial I&R Operations Manager– East, Markham

Provincial I&R Operations Manager– East Activo is a leading national network systems integrator and IP infrastructure company, delivering network planning, integration, installation and support services across Canada. We design and build the IP networks that connect homes and businesses, and we partner with Canada’s top telecommunications providers to deliver a best-in-class customer experience.

About the Role: We are hiring a Provincial I&R Operations Manager, East to lead the day-to-day management of our Eastern Canada Business Unit, operating out of our Markham, Ontario facility. Reporting to the Vice‑President, Western Canada, this role is accountable for the delivery, performance and profitability of the Residential Installation&Repair (I&R) and Smart Home Security (SHS) operations across Ontario within the customer partner ecosystem.

The successful candidate will bring a minimum of five (5) years of operations management experience and a deep working knowledge of residential fibre networks and associated services, including TV, home phone, smart home security and in‑home product activation. You will play a key role in leading field‑based teams, supporting operational excellence, improving customer experience and ensuring Activo maintains best‑in‑class performance across the customer partner ecosystem.

Why Join Us:

Monthly car allowance

Eligibility for our Employee Incentive Program (EIP) based on applicable KPIs

Comprehensive group insurance and benefits plan

Three (3) weeks of vacation in your first year

Company‑provided laptop and the tools you need to lead a high‑performing field organization

A high‑impact leadership role with real ownership of how customers experience their connected home services across Ontario

Responsibilities:

Manage all business aspects of the Eastern Canada I&R and SHS East Business Units, ensuring consistent, top‑tier delivery within the customer partner ecosystem.

Lead, coach and develop a team of Field Service Managers, both internal and external, accountable for in‑home installation and activation of TV, home phone and smart home security services, plus additional products and services.

Drive team performance against dynamic customer‑facing KPIs, including Professional Services Billing (PSB), Revenue Generating Unit (RGU), Pay for Performance (P4P), quality and other targets.

Partner with Resource Planning to ensure staffing levels and regional coverage are aligned with customer guidance and forecasted demand.

Own the financial performance of the Business Unit, including revenue forecasting, month‑end accruals and timely reporting of any shortfalls or negative financial impacts with a clear corrective plan.

Work closely with the Western Canada Director of Operations, TAC team and KPI analysts to continuously improve field delivery and customer experience.

Grow and manage both internal and subcontractor partner bases across Ontario to scale capacity in line with the growth of the Business Unit.

Support and grow in‑home product sales performance as technicians complete service commissioning in the customer’s home.

Manage the 7 x 24 after‑hours on‑call rotation for Eastern Canada service and support, coordinating with regional offices and partners, and participate in the broader escalation process.

Ensure proper project kick‑offs for all awarded work, including start‑up meetings and conference calls with Finance, Project Support, Technical Staff and partners, in accordance with company processes.

Ensure all field work is completed safely, to the highest quality standards, and in line with the technical designs provided by Activo or the customer.

Use critical thinking to anticipate and manage operational risk, communicate proactively to stakeholders and ensure decisions are made quickly and effectively.

Uphold Activo’s quality assurance program and 100% customer‑satisfaction commitment across all installations and daily practices.

Maintain positive working relationships with customer representatives, company staff, OEMs and partners at all times.

Qualifications:

5+ years of operations management experience in telecommunications, field services or a related industry, with proven success managing field‑based teams.

Strong working knowledge of residential fibre networks and service commissioning, including TV, home phone, smart home security and IP telephony.

Solid understanding of business management processes and procedures, including financial accounting, revenue forecasting and month‑end discipline.

Excellent problem‑solving, critical‑thinking, negotiation, decision‑making and customer‑service skills.

Strong commitment to quality, process and exceptional client service.

Excellent organizational and time‑management skills with the ability to prioritize competing requests and multitask in a fast‑paced environment.

Ability to work under pressure and coordinate numerous activities and groups of people to achieve maximum efficiency.

Proficiency in Microsoft Office, including Word, Excel and Teams.

Self‑starter who is resourceful, able to work, learn and plan independently, and drive tasks to conclusion with minimal guidance.

Comfortable in a flexible work environment that includes travel across Ontario.

Strong interpersonal, communication and people‑management skills.

Working knowledge of Ontario Health&Safety legislation and applicable codes and industry regulations.

Valid Ontario driver’s licence with a clean driver’s abstract.

French language skills are considered an asset.

How to Apply: If you are a results‑driven operations leader who thrives on accountability, quality and building strong field teams, we’d love to hear from you. Please submit your resume and a brief cover letter outlining your relevant experience to Activo’s Talent Acquisition team.

Activo is an equal opportunity employer. We thank all applicants for their interest; only those selected for an interview will be contacted.

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Employee Benefits At Activo, we believe in investing in our employees, which is why we offer a range of benefits to help create a fulfilling and rewarding work experience.

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