The Director of Operations, Contractor Connection ensures cross collaboration between all operational departments within Platforms Solutions. Focused on optimizing processes for efficiency and growth while driving overall performance across departments. The Director of Operations, Contractor Connection is responsible to help navigate employee management and execute on strategic initiatives throughout the year.

• Ensure cross-department collaboration including cross-training opportunities and workflows take into account impact of all departments.

• Development and execution of key performance metrics for all departments.

• Internal reporting and communication on performance objectives and steps to achieve KPI targets.

• Ensure quality audits are performed in each department.

• Participation and execution of budget.

• Oversight of Platforms A/R, Collections, and DSO.

• Manage expenses to plans and guidelines.

• Internal reporting as established.

• Oversight of Platforms billing including Contractor Connection, Call Centre, and Desk Reviews.

• Organize and manage internally led industry conferences (ex. RESTORE).

• Develop and implement operational strategies aligned with company’s goals to drive growth and efficiency.

• Liaison with international Platforms teams to ensure Canada is represented in technology initiatives.

• Manage large team, providing leadership and mentorship to ensure appropriate progression and succession planning.

• Analyze current operational processes and workflows, identifying areas for improvement to enhance productivity and reduce cost.

• Develop detailed project plans to monitor and track projects.

• Investigate technology options to improve processes and present objectives with budget demonstrating return on investment.

• Act as business analyst with operational leaders and reporting team to execute on requests and dashboards improving visibility of our department KPI’s.

• Aid in updating call center scripting.

• Implementation of digital solutions for new and existing clients including all testing (ex. Dataset, Contractor profiles, customized fields, etc.).

• Build and maintain strong client relationships to support retention and growth.

• Identify operational opportunities to expand services or enhance client value.

• Collaborate with sales on proposals, presentations, and strategic pursuits.

• Lead client onboarding from an operational perspective to ensure alignment.

• Act as point of contact for escalations, ensuring timely resolution and communication.

• Attend industry conferences to represent the company and generate new business opportunities.

• Provide insights on market trends and client needs to inform service strategy.

• A minimum of 10 years of experience as people leader including business and/or operational process improvements.

• Experience in or knowledge of contracting, restoration or property adjusting is an asset.

• Post secondary education in related field.

• CIP designation is an asset.

• Strong decision making and critical thinking skills.

• Ability to manage multiple priorities.

• Strategic and analytical thinker.

• Self-starter with an entrepreneurial approach.

• Strong project management skills.

• Excellent verbal and written communication skills.

• Proven leadership and team building skills.

• A team player who has worked with both small and large teams.

• Ability to make short-term decisions based on long-term goals

• Strong client management skills, ability to build and maintain client relationships.

• Ability to interact effectively with clients & contractors

• Experience with Xactimate/XactAnalysis is an asset

• Valid driver's license is required.

Why Crawford?

Because a claim is more than a number — it’s a person, a child, a friend. It’s anyone who looks to Crawford on their worst days. And by helping to restore their lives, we are helping to restore our community – one claim at a time.

At Crawford, employees are empowered to grow, emboldened to act and inspired to innovate. Our industry-leading team pioneers new solutions for the industries and customers we serve. We’re looking for the next generation of leaders to take this journey with us.

We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in purpose, vision and values. Learn more at www.crawco.com

Our total compensation plans provide each of our employees with far more than just a great salary

Pay and incentive plans that recognize performance excellence

Benefit programs that empower financial, physical, and mental wellness

Training programs that promote continuous learning and career progression while enhancing job performance

Sustainability programs that give back to the communities in which we live and work

A culture of respect, collaboration, entrepreneurial spirit and inclusion