WHO WE ARE:
Henry’s is proud to be one of Canada’s Best Managed Companies! As Canada’s greatest camera store, we know our stuff – and that’s why we’ve been in retail for over 100 years. The loyalty of our employees and their passion for photography and customer service sets us apart from the competition. You will be surrounded by dedicated, humble and passionate people who work hard at what they do and encourage you to be exactly who you are. It means that your expertise is valued and your contributions count. We embrace and drive change, showcasing our creativity and challenging traditional ways of doing business. Our success is based as much on our creative and talented teams as the selection of products, competitive prices, and industry leading services we offer.
Come and create with us!
OVERVIEW OF THE ROLE:
The Manager, Store Operations Enablement & Facilities is responsible for developing, maintaining, and optimizing Henry’s operational processes while leading all facilities-related coordination across the retail network. This position oversees the creation, distribution, and updating of Standard Operating Procedures (SOPs), manages workflow improvement initiatives, and ensures stores have clear, accessible, and actionable operational guidance through the intranet SharePoint site. The role also provides leadership oversight for store training content development, including onboarding, product knowledge, operational processes, and product launch training materials. In addition, the role provides oversight and escalation support for facilities issues, including emergency coordination and capital expenditure requests. Success in this role is driven by SOP adoption, compliance audit results, facilities response times, operational efficiency improvements, training engagement metrics, and store engagement with established processes.
KEY RESPONSIBILITIES:
Operational Excellence — Process Development
- Lead the development, writing, and implementation of new Standard Operating Procedures (SOPs) to support retail operations, warehouse operations, and cross-functional initiatives.
- Maintain a scheduled pipeline for SOP creation, refresh cycles, updates, and distribution across the organization.
- Migrate existing SOPs and operational documentation to the intranet SharePoint site, ensuring clarity, accessibility, and version control.
- Collaborate with the Retail Operations Manager to build process solutions that support consistent store execution and improve compliance visibility.
- Build and maintain tools, checklists, templates, and workflows that simplify operational execution across all retail locations.
- Identify and document opportunities to streamline existing SOPs, eliminating redundancies and improving usability.
- Partner with store leadership to ensure SOPs reflect practical, in-store realities and evolving operational needs.
Operational Excellence — Training & Development
- Provide leadership and direction to the employee responsible for developing and maintaining store training content.
- Oversee the development and coordination of retail training materials related to onboarding, operational processes, product knowledge, and store execution standards.
- Coordinate training deliverables for major product launches, including specification sheets, launch documentation, and introductory training videos.
- Partner with merchandising, marketing, operations, and vendor partners to ensure training materials are accurate, timely, and aligned with business priorities.
- Establish training content standards, review processes, and update cycles to ensure consistency and relevance across all retail locations.
- Monitor training completion metrics and engagement reporting, identifying opportunities to improve participation and accessibility across the store network.
- Support the continuous improvement of training workflows, communication methods, and content organization within company learning platforms and SharePoint resources.
- Identify opportunities to improve training effectiveness, operational communication, and knowledge transfer across the retail network.
Operational Excellence — Facilities Management
- Act as the primary point of escalation for facilities issues from all retail locations, including urgent and emergency situations requiring immediate coordination.
- Coordinate with facility vendors to ensure service standards, response times, and repair quality meet organizational expectations.
- Maintain a centralized log of facility requests, tracking progress, vendor performance, costs, and recurring issues.
- Approve facility-related invoices as an initial reviewer and prepare capital expenditure requests for required projects.
- Monitor facility budgets, track expenditures, and provide regular reporting to senior leadership regarding spend trends and upcoming needs.
- Develop and maintain documentation for facility workflows, preventive maintenance cycles, emergency contacts, and vendor escalation paths.
Business Development & Innovation:
- Support the development and enhancement of operational audit tools, providing input on criteria, scoring, and tracking mechanisms.
- Partner with corporate leaders to identify and implement workflow enhancements that improve store efficiency and operational consistency.
- Analyze operational processes to identify inefficiencies, proposing solutions that streamline work, reduce duplication, and improve store experiences.
- Lead or participate in cross-functional projects related to process improvement, technology implementation, and operational modernization.
- Maintain strong communication and interpersonal skills to foster collaboration across corporate teams and field leadership.
Reporting and Administration:
- Create, maintain, and distribute operational reports related to SOP adoption, compliance audits, facilities request volumes, training engagement, and response time performance.
- Track intranet (SharePoint) engagement metrics, identifying opportunities to improve usage, clarity, or navigation.
- Maintain accurate logs of facility expenditures, vendor performance, operational workflow updates, and training content coordination.
- Provide regular updates to senior leadership summarizing process improvements, facility escalations, training initiatives, and operational priorities.
SUCCESS METRICS
- Compliance Audit Accuracy: Improved audit performance tied to clear processes, SOP access, and execution tools.
- SOP Adoption & Engagement: High store utilization rates of intranet SOPs, tools, and operational documentation.
- Facilities Response Time: Timely escalation, coordination, and resolution of facility issues across all stores.
- Training Completion & Engagement: Monitor and support strong completion rates and engagement for assigned operational and product training programs across retail locations.
- Training Content Delivery: Timely coordination and distribution of product launch training materials, specification sheets, and onboarding resources.
- Employee eNPS (Retail): Strong satisfaction scores related to clarity of communication, process support, training accessibility, and organizational efficiency.
- Operational Efficiency: Reduction of duplicated workflows, improved task execution timelines, and increased in-store productivity.
- SharePoint & Training Resource Engagement: Increased usage, improved searchability, and consistent version management for SOPs, operational documentation, and training resources.
REQUIRED KNOWLEDGE AND EXPERIENCE
- Excellent communication skills both written and verbal
- Strong background in process development, workflow design, and documentation management
- Experience managing facilities, vendor coordination, or operational escalation workflows
- Experience supporting training programs, learning content coordination, or retail onboarding initiatives
- Ability to collaborate cross-functionally on product launch communications and training execution
- Experience leading or supporting employees responsible for content creation, training development, or operational communications
- Ability to work independently while supporting multiple stores and departments
- Strong organizational and priority-setting skills with the ability to manage concurrent projects
- Excellent problem-solving abilities and attention to detail
- Experience with SharePoint, documentation systems, or intranet administration
- Strong computer skills, including Microsoft Office (Word, Excel, PowerPoint) and basic project management tools
- Financial literacy, including budget tracking, invoice review, and capital expenditure processes
- Ability to handle urgent or emergency facilities escalations calmly and effectively
- Strong collaboration skills and the ability to influence without authorityExcellent communication skills both written and verbal
We sincerely thank all applicants for their interest in the role. Due to the volume of resumes received we will only contact applicants meeting role requirements for next steps.
In accordance with the Accessibility for Ontarians with Disabilities Act and all other applicable legislation, Henry’s is pleased to accommodate individual needs for applicants with disabilities within the recruitment process. Please let us know if you require an accommodation to ensure your equal participation in the recruitment and selection process.
Artificial intelligence tools may be used to support parts of the recruitment and selection process, including application screening
Please Note: This is a open and verified vacancy.
Job Types: Full-time, Permanent
Pay: $75,000.00-$85,000.00 per year
Benefits:
- Dental care
- Disability insurance
- Employee assistance program
- Life insurance
- Paid time off
- Store discount
- Vision care
- Wellness program
- Work from home
Experience:
- retail ops, facilities, or related Ops Leadership: 5 years (required)
- working with vendors/contractors, incl. performance mgmt: 3 years (required)
Licence/Certification:
- Lean Six Sigma qualification? Green Belt or greater (preferred)
Work Location: Hybrid remote in Concord, ON L4K 3Z2
