Director, Control Centre & Dealer Partnership

Director, Control Centre & Dealer Partnership

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.

Role Overview

The Director, Field Operations Control Centre & Dealer Partnership is a critical leadership role within the National Field Operations organization, accountable for two integrated pillars: centralized workforce planning, dispatch execution, and in-day operational management across all field technician activities; and building and leading a best-in-class vendor (dealer) management capability that drives performance, cost efficiency, compliance, and scalability across a national network of installation and service partners.

This role owns the end-to-end orchestration of work from demand creation through to job completion, ensuring optimal alignment between customer demand, technician and dealer capacity, and field execution. The Director plays a key role in enabling gross adds, conversions, and service delivery performance, ensuring that work orders are planned, prioritized, and executed efficiently across the national footprint, while simultaneously driving vendor performance, cost management, and commercial outcomes across the dealer network.

Together, the Control Centre and Vendor Support functions serve as a centralized capability responsible for demand-to-capacity alignment, real-time execution, dealer relationship and performance governance, and service reliability at scale - ensuring the right technician or dealer, with the right skills, is deployed to the right job with minimal travel and maximum productivity.

This role operates within a matrixed leadership structure, partnering closely with Operational Excellence & Enablement, Care and Contact Centres, DOMs/DSMs, Sales, Marketing, HR, and Technical Support teams to ensure alignment between strategy, systems, vendor performance, and field execution.

Key Responsibilities

Control Centre - Workforce Planning & Field Execution

1. Capacity Planning

Own national capacity planning across internal technicians (IFT) and Dealers to ensure sufficient coverage to meet forecasted demand

Translate demand forecasts, including gross adds, conversions, and repair volumes, into actionable workforce plans

Identify and mitigate capacity risks, including technician shortages, skill mismatches, and regional imbalances

Partner cross-functionally to align workforce supply with revenue-driving and service-driven priorities

Drive continuous improvement in forecasting accuracy and utilization

2. Dispatch Strategy, Optimization & Territory Design

Oversee end-to-end dispatch operations, ensuring optimal technician scheduling and routing

Ensure right technician, right job, right time execution, balancing skill matching, geography, and efficiency

Lead the execution and continuous optimization of territory deployment strategy to improve coverage, productivity, and travel efficiency

Define dispatch rules, prioritization frameworks, and exception handling processes

3. In-Day Operations & Service Execution

Lead real-time operational management to ensure daily service commitments are met

Monitor and drive improvements on appointment adherence, missed appointments, technician utilization, next available appointment offerings, and cycle time for cannot-complete codes and complaints

Drive proactive interventions to recover at-risk appointments or weather related incidents and outages

Ensure escalations impacting customers are resolved quickly and effectively

4. Work Order Lifecycle & Completion Management

Own the end-to-end lifecycle of work orders, including install, repair, and conversion activities

Ensure efficient flow from order creation through scheduling, dispatch, completion, and closure

Manage incomplete, aging, and at-risk work orders to ensure timely completion

Reduce backlog, repeat visits, and work leakage through improved control centre processes

Lead outbound customer engagement strategies, including confirmations, rescheduling, and proactive communication

5. Technician Scheduling & Workforce Administration

Oversee technician scheduling, shift planning, and workforce availability within dispatch systems

Ensure accurate capture of technician skills, availability, and constraints

Manage scheduling practices to align with demand fluctuations and operational priorities

Partner with Field Leadership to ensure alignment between planned schedules and real-world execution

6. Customer Experience, Quality & Complaint Resolution

Own centralized handling of customer complaints related to field technician performance and service delivery

Ensure rapid resolution of escalations and systemic feedback loops into operations

Partner with Field Operations and Enablement teams to improve quality, reduce repeat visits, and enhance customer satisfaction

Dealer Partnership - Dealer Strategy, Performance & Enablement

7. Vendor Performance Management

Oversee performance across all dealers and external technicians, including productivity (jobs per tech, utilization), quality (repeat visits, first-time success), and customer experience (NPS, SLA adherence)

Implement structured performance reviews and corrective action processes

Partner with Regional Market Leads and Field Service Operations to ensure consistent execution

In partnership with Procurement, support the development of a national vendor management strategy aligned to business objectives (CX, cost, scalability, sales), In addition, establish standardized governance frameworks (focus on high impact vendors) including revamped performance scorecards, updated KPIs, incentives and negotiation levers, with fewer, more strategic partners

8. Cost Management & Optimization

Own vendor-related cost performance, including rate cards, discretionary spend, and cost per truck roll

Perform financial audits on vendors

Lead initiatives to improve cost efficiency through strategic sourcing and contract negotiations, incentive and pricing model design, and data-driven vendor performance insights

Partner with Strategy & Ops to align vendor capacity with demand forecasts

9. Safety, Compliance & Quality Assurance (Matrix Ownership)

Accountable for vendor adherence to safety and compliance standards in-field

Partner with the Operational Excellence & Enablement team and HR to define and enforce safety policies, regulatory requirements, and compliance frameworks, and ensure audit programs, incident management, and remediation processes are effective

Utilize field audits and performance insights to drive continuous improvement

10. Sales Enablement & Commercial Performance

Contribute to optimizing sales performance across the vendor (dealer) network, positioning technicians as a key revenue-generating channel

Partner with Sales and Marketing to execute the field-led sales strategy, including upsell, cross-sell, and conversion improvement initiatives

Ensure vendors are equipped with training, playbooks, and coaching to deliver consistent sales performance during customer interactions

Leverage vendor interactions to improve customer retention, referrals, and lifetime value, positioning technicians as brand ambassadors in the home

Identify and scale best practices across top-performing dealers to improve national sales productivity and consistency

Organizational Leadership & Matrix Model

11. Organizational Leadership & Matrix Model

Lead the combined Control Centre and Vendor Management function, including workforce planning, dispatch, real-time operations, vendor strategy, governance, performance, and cost management

Provide leadership, direction, coaching, and support to teams responsible for scheduling, dispatch, operational coordination, and dealer partnership

Operate in a shared accountability model for key enablement functions: Learning & Development Manager & Coordinators (dotted-line to VP, Operational Excellence & Enablement); Safety & Compliance Manager & Coordinators, and performance with the Director Regional Installation and Service

Operate with high visibility and accessibility to senior leadership, regional teams, and field partners to provide timely decision-making and issue resolution

Foster a culture of accountability, operational excellence, performance transparency, and continuous improvement

Ensure strong alignment between centralized control centre and vendor support decisions and field execution

Ensure proper change management when processes change or new features are introduced for the technician and dealer workforce and employees

The Ideal Candidate Will Possess:

Proven leadership experience managing large, geographically dispersed field operations teams and operational support functions.

Strong expertise in service delivery, field operations, dispatch, workforce management, and operational performance management.

Experience developing and managing strategic dealer, contractor, or partner relationships to achieve business objectives.

Demonstrated ability to drive operational excellence through process improvement, KPI management, and continuous improvement initiatives.

Strong business acumen with experience managing budgets, forecasting, and operational performance metrics.

Excellent stakeholder management skills with the ability to influence executive leadership, internal teams, and external partners.

Experience leading high-performing teams, including coaching, succession planning, talent development, and performance management.

Strong analytical and problem-solving capabilities with a data-driven approach to decision-making.

Experience implementing and optimizing operational technologies, service management platforms, and performance dashboards.

Exceptional communication, collaboration, and change management skills, with the ability to lead transformational initiatives in a fast-paced environment.

Condition of Employment:

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.