General Manager – Operations Full Time

TotalComm is a proudly Canadian, Indigenous owned managed technology company serving businesses nationwide since 1996. We deliver voice, connectivity, structured cabling, and physical security solutions with a strong focus on relationships, service quality, and long-term partnerships.

We are entering a stage of rapid growth, and we’re investing in leadership to ensure our operations, teams, and customer experience scale the right way.

Role Overview

The General Manager is a newly created leadership role responsible for the overall performance, alignment, and operational maturity of TotalComm’s Sales, Customer Care, and Support teams.

Reporting directly to ownership, the General Manager is a leader of people, process, and execution, translating business plans into daily action, strengthening collaboration across teams, and ensuring the organization is positioned to support rapid, sustainable growth.

This is a leader-only role, focused on enabling teams to succeed through clarity, accountability, and strong leadership. Technical fluency is an asset, but success in this role is driven by people leadership, operational discipline, and execution excellence.

Key Responsibilities



Leadership & Culture

• Serve as the primary people leader for Sales, Customer Care, and Support teams.
• Build a people-first, high-accountability culture rooted in trust, clarity, and collaboration.
• Coach, mentor, and support managers and team members to reach their full potential.
• Set clear expectations and maintain consistent performance management.
• Drive team engagement, alignment, and ownership through visible, hands-on leadership.

Operational Execution & Business Management

• Translate ownership direction and business plans into clear, executable priorities.
• Own day-to-day operations across customer-facing and revenue-generating teams.
• Identify gaps, inefficiencies, or friction and implement practical process improvements.
• Act as the escalation point for complex internal or customer issues.
• Ensure the organization operates smoothly, efficiently, and consistently.

Sales Leadership & Enablement

• Lead and support the sales team to achieve revenue and growth targets.
• Ensure consistent use of a structured, repeatable sales process.
• Maintain visibility and accountability around pipeline health and forecasting.
• Strengthen collaboration between Sales, Customer Care, and Support to ensure seamless customer transitions.

Customer Experience & Support Oversight

• Champion a customer-first mindset across all teams.
• Ensure support and customer care teams deliver timely, high-quality service.
• Monitor service performance, response times, and customer experience metrics.
• Drive continuous improvement in service delivery and customer communication.

Process, Systems & Accountability

• Create, document, and enforce standard operating procedures.
• Track KPIs and operational metrics to support performance and decision-making.
• Build structure and discipline without unnecessary complexity.
• Support scalability by ensuring processes are repeatable, clear, and resilient.

Qualifications & Experience

• 5+ years of leadership experience in operations, general management, or multi-team leadership roles.
• Proven success leading both sales and service-oriented teams.
• Strong people leadership skills with a coaching and development mindset.
• Experience improving operational maturity in a growing organization.
• Comfort operating between strategy and execution.
• Technically fluent; telecom or technology experience is an asset.
• Excellent communication, organization, and follow-through.
• Experience with CRM/PSA platforms such as ConnectWise is beneficial.
• Willingness to travel occasionally within Canada to support distributed teams.

What Success Looks Like

• Teams are aligned, engaged, and accountable.
• Growth is supported by strong execution and operational discipline.
• Sales, Customer Care, and Support function as one cohesive organization.
• Customers experience consistent, high-quality service.
• Ownership can focus on strategy, confident that execution is handled.
• The business scales without sacrificing culture or customer experience.

Compensation: $120,000.00 per year

Benefits: Dental Coverage, Health Coverage, Health Care Spending Account, On-site parking