Director, Centre Operations
Top Benefits
About the role
Lead CENTRE OPERATIONS. Elevate EXPERIENCE. Make your mark ACROSS ALBERTA.
The Opportunity
Are you a leader who thrives on bringing consistency and excellence to a dynamic retail environment? Someone who can see both the big picture and the smallest operational detail ensuring every process runs like clockwork?
We’re looking for a Director, Centre Operations, to champion consistency and cohesion across AMA’s retail network Travel, Registries, and Insurance Agency locations, ensuring every centre delivers an exceptional member and employee experience. You’ll strengthen internal controls, optimize retail operations, and drive innovation through omni channel service delivery, all while fostering a culture rooted in integrity, collaboration, and stewardship.
If you’re passionate about creating spaces that reflect pride, professionalism, and operational excellence this could be the perfect role for you.
A Place to Belong
AMA is more than a workplace; it’s a family. Together, we help protect the things that matter most to our more than one million members everything from roadside safety to retail savings, food security to childhood well-being. And with operations that span automotive, registries, travel, insurance, and more, the opportunities to grow with us are almost limitless!
Building on a century of proud service in Alberta communities, we’re passionate about making a meaningful difference in the places where we live and work. And that all begins with our people.
As part of the AMA team, you’ll enjoy:
- Competitive salary and flexible benefits, with five packages to choose from and up to $3,000 in health and wellness spending accounts.
- Employer-paid retirement savings program, including 5% AMA contribution and 5% matching.
- Employee-exclusive discounts on travel, insurance, memberships, driver education, registry services, and more.
- Free travel medical insurance for you and your immediate family.
- Ongoing professional development, with unlimited learning opportunities and dedicated time for personal growth.
- Paid vacation and personal days, including three weeks of vacation to start, a Me Day, a Volunteer Day, and the option to purchase additional vacation time.
Who You Are
- You’re a strong retail operations leader who thrives in multi-site retail environments.
- You’re passionate about delivering modern, elevated, consistent, and brand-aligned member experiences.
- You understand that great operations are built on solid controls, continuous improvement, and a willingness to consider new approaches in delivering an exceptional member experience.
- You know how to connect strategy to action and people to purpose.
- You’re a collaborator who influences through building relationships, not just authority.
- You lead with integrity, respect, and a genuine desire to make a positive difference.
How You’ll Make an Impact
Reporting to the Vice President, Operations, you will:
- Champion our in-centre member experience through retail cohesion and standards by defining and maintaining operating policies and Standard Operating Procedures (SOPs) across Member Services and the Insurance Agency.
- Ensure compliance and control in cash handling, inventory management, sales transactions, and regulated processes, partnering with Finance, Risk, Compliance, and Internal Audit.
- Lead the Centre Visit Guide (CVG) program to evaluate brand presentation, operational excellence, and internal control adherence identifying opportunities, coaching leaders, and driving measurable improvement.
- Oversee centre appearance and presentation standards, ensuring every AMA location reflects our brand values of professionalism, cleanliness, and service readiness.
- Coordinate with Properties to resolve facility, maintenance, and security issues, ensuring a safe, compliant, and inviting environment for members and staff.
- Steward our retail product portfolio, including vendor management, inventory levles and inventory controls, and loss prevention practices, to ensure healthy margins and reduced risk. You’ll also ensure we’re being thoughtful and proactive in the high-quality retail products we offer to our members, ensuring value and relevance.
- Champion omnichannel innovation by introducing digital queueing, self-service kiosks, and online-to-centre service models that create a seamless member experience.
- Model AMA’s culture and leadership values while fostering a safe, positive, and consistent work environment in every centre across Alberta.
What You Bring to the Table
- 10+ years of multi-site retail operations leadership, ideally in complex or regulated industries (Travel, Registries, or Insurance experience is an asset).
- Proven success managing operating policies, SOP governance, and audit compliance.
- Experience introducing or scaling omnichannel or self-service solutions in physical retail environments is an asset.
- Strong knowledge of internal controls, audit remediation, and fraud risk management.
- Skilled in retail product and vendor management, including margin optimization and inventory governance.
- Exceptional relationship-building and stakeholder management skills across Finance, Risk, Compliance, Internal Audit, Properties, and Digital teams.
- A proven reputation for integrity, accountability, and operational excellence.
Belonging Matters Here
AMA is committed to providing an inclusive, respectful, and accessible environment. If you require an accommodation at any time during our recruitment process, please contact recruitment@ama.ab.ca. We’ll work with you feel supported throughout your journey with us
About AMA - Alberta Motor Association
AMA is a multi-service organization representing 1 million Albertans. While most often known for our roadside assistance program, we also offer travel, registries and insurance services, Alberta’s largest driver education school, a member rewards program and member events in our communities. Part of the CAA and AAA family, we’re focused on our member’s needs and guided by their values to provide products, services and advocacy to help them live confidently.
Anyone here will tell you that we’re a different kind of employer, and it all comes down to how we treat our members - and each other. We've boiled it down to just two words: Practically Family. That’s not just a catchy phrase, we live it every day through simple gestures.
Practically Family is the web developer heading off shift who stops to help a team member carry items in the door, the insurance advisor who uses their break to pick up an extra coffee for a co-worker who’s having a bad day, or the registries agent who takes the time to help a member put their new licence plate on their vehicle. Not to mention all the birthday parties, free food days and wedding showers we throw for each other!
Taking care of one another, encouraging one another. It’s what family does, and what being Practically Family is all about. If you can picture yourself answering yes to the question, “Am I treating this member or colleague like a close family member or friend?” with every interaction, you’re our kind of people!
Director, Centre Operations
Top Benefits
About the role
Lead CENTRE OPERATIONS. Elevate EXPERIENCE. Make your mark ACROSS ALBERTA.
The Opportunity
Are you a leader who thrives on bringing consistency and excellence to a dynamic retail environment? Someone who can see both the big picture and the smallest operational detail ensuring every process runs like clockwork?
We’re looking for a Director, Centre Operations, to champion consistency and cohesion across AMA’s retail network Travel, Registries, and Insurance Agency locations, ensuring every centre delivers an exceptional member and employee experience. You’ll strengthen internal controls, optimize retail operations, and drive innovation through omni channel service delivery, all while fostering a culture rooted in integrity, collaboration, and stewardship.
If you’re passionate about creating spaces that reflect pride, professionalism, and operational excellence this could be the perfect role for you.
A Place to Belong
AMA is more than a workplace; it’s a family. Together, we help protect the things that matter most to our more than one million members everything from roadside safety to retail savings, food security to childhood well-being. And with operations that span automotive, registries, travel, insurance, and more, the opportunities to grow with us are almost limitless!
Building on a century of proud service in Alberta communities, we’re passionate about making a meaningful difference in the places where we live and work. And that all begins with our people.
As part of the AMA team, you’ll enjoy:
- Competitive salary and flexible benefits, with five packages to choose from and up to $3,000 in health and wellness spending accounts.
- Employer-paid retirement savings program, including 5% AMA contribution and 5% matching.
- Employee-exclusive discounts on travel, insurance, memberships, driver education, registry services, and more.
- Free travel medical insurance for you and your immediate family.
- Ongoing professional development, with unlimited learning opportunities and dedicated time for personal growth.
- Paid vacation and personal days, including three weeks of vacation to start, a Me Day, a Volunteer Day, and the option to purchase additional vacation time.
Who You Are
- You’re a strong retail operations leader who thrives in multi-site retail environments.
- You’re passionate about delivering modern, elevated, consistent, and brand-aligned member experiences.
- You understand that great operations are built on solid controls, continuous improvement, and a willingness to consider new approaches in delivering an exceptional member experience.
- You know how to connect strategy to action and people to purpose.
- You’re a collaborator who influences through building relationships, not just authority.
- You lead with integrity, respect, and a genuine desire to make a positive difference.
How You’ll Make an Impact
Reporting to the Vice President, Operations, you will:
- Champion our in-centre member experience through retail cohesion and standards by defining and maintaining operating policies and Standard Operating Procedures (SOPs) across Member Services and the Insurance Agency.
- Ensure compliance and control in cash handling, inventory management, sales transactions, and regulated processes, partnering with Finance, Risk, Compliance, and Internal Audit.
- Lead the Centre Visit Guide (CVG) program to evaluate brand presentation, operational excellence, and internal control adherence identifying opportunities, coaching leaders, and driving measurable improvement.
- Oversee centre appearance and presentation standards, ensuring every AMA location reflects our brand values of professionalism, cleanliness, and service readiness.
- Coordinate with Properties to resolve facility, maintenance, and security issues, ensuring a safe, compliant, and inviting environment for members and staff.
- Steward our retail product portfolio, including vendor management, inventory levles and inventory controls, and loss prevention practices, to ensure healthy margins and reduced risk. You’ll also ensure we’re being thoughtful and proactive in the high-quality retail products we offer to our members, ensuring value and relevance.
- Champion omnichannel innovation by introducing digital queueing, self-service kiosks, and online-to-centre service models that create a seamless member experience.
- Model AMA’s culture and leadership values while fostering a safe, positive, and consistent work environment in every centre across Alberta.
What You Bring to the Table
- 10+ years of multi-site retail operations leadership, ideally in complex or regulated industries (Travel, Registries, or Insurance experience is an asset).
- Proven success managing operating policies, SOP governance, and audit compliance.
- Experience introducing or scaling omnichannel or self-service solutions in physical retail environments is an asset.
- Strong knowledge of internal controls, audit remediation, and fraud risk management.
- Skilled in retail product and vendor management, including margin optimization and inventory governance.
- Exceptional relationship-building and stakeholder management skills across Finance, Risk, Compliance, Internal Audit, Properties, and Digital teams.
- A proven reputation for integrity, accountability, and operational excellence.
Belonging Matters Here
AMA is committed to providing an inclusive, respectful, and accessible environment. If you require an accommodation at any time during our recruitment process, please contact recruitment@ama.ab.ca. We’ll work with you feel supported throughout your journey with us
About AMA - Alberta Motor Association
AMA is a multi-service organization representing 1 million Albertans. While most often known for our roadside assistance program, we also offer travel, registries and insurance services, Alberta’s largest driver education school, a member rewards program and member events in our communities. Part of the CAA and AAA family, we’re focused on our member’s needs and guided by their values to provide products, services and advocacy to help them live confidently.
Anyone here will tell you that we’re a different kind of employer, and it all comes down to how we treat our members - and each other. We've boiled it down to just two words: Practically Family. That’s not just a catchy phrase, we live it every day through simple gestures.
Practically Family is the web developer heading off shift who stops to help a team member carry items in the door, the insurance advisor who uses their break to pick up an extra coffee for a co-worker who’s having a bad day, or the registries agent who takes the time to help a member put their new licence plate on their vehicle. Not to mention all the birthday parties, free food days and wedding showers we throw for each other!
Taking care of one another, encouraging one another. It’s what family does, and what being Practically Family is all about. If you can picture yourself answering yes to the question, “Am I treating this member or colleague like a close family member or friend?” with every interaction, you’re our kind of people!