City Manager - Ottawa ON

Description

About Roam

Roam is the Canadian leader in the emerging car subscription market. Since launching in 2020, we've grown rapidly and are now expanding with the vision of becoming the modern automotive group, offering subscriptions, leasing, sales, and fleet management for both consumers and businesses. Our mission is to improve the way people access and own cars because we believe mobility is an essential part of modern life.

Roam is backed by world-class investors including Mantella Venture Partners and Mistral Venture Partners. Roam is profitable, growing fast, and headquartered in Toronto, Canada, with offices and garages across the GTA.

The automotive industry is undergoing a massive transformation, from electric and autonomous vehicles to entirely new mobility models like ours. It's an exciting time to be shaping the future of transportation in Canada.

Visit Roam's Website for more information: https://roam.auto/.

The Role

We're expanding across Canada and looking for a City Manager to launch, grow, and own the Roam business in Ottawa.

If you're an operator at heart who loves being close to the customer, building teams, and getting deep into the details of a P&L, this role is for you.

This role is Ottawa-based and requires being in-market most days for site visits, vehicle checks, and team support.

What You'll Do

You'll be the GM of Roam's Ottawa market - responsible for growth, operations, and the overall customer experience.

Own market performance 
 

• Take full ownership of Ottawa's performance: growth, utilization, customer satisfaction, and city-level profitability.
• Build and execute a local market plan across B2C and B2B segments (residents, newcomers, small businesses, fleets).
• Monitor key metrics (bookings, churn, NPS, fleet utilization, cost per vehicle, etc.) and adjust quickly when things aren't on track.

Run day-to-day operations 
 

• Oversee all local operations: vehicle preparation, check-outs/returns, damage & repairs, and on-time deliveries/pickups.
• Ensure vehicles are always "Roam-ready": clean, safe, maintained, and aligned with Roam's quality standards.
• Work closely with central operations, fleet, and support teams to forecast demand and ensure the right mix of vehicles in Ottawa.

Lead and develop the local team 
 

• Hire, train, and coach a high-performing local team (Ops Associates, Valet/Drivers, and future Supervisors).
• Create a culture of ownership, safety, and hospitality - everyone feels responsible for the customer experience.
• Roll up your sleeves: you're comfortable jumping in on deliveries, returns, or customer calls when needed (this is not a "desk only" role).

Champion the customer experience 
 

• Make Roam the most loved way to drive in Ottawa by ensuring every interaction feels simple, transparent, and human.
• Resolve complex customer issues, especially those related to vehicle quality, billing, or insurance, and turn them into long-term loyalty.
• Partner with central CX teams to surface local insights and improve Roam's product and processes.

Grow the market 
 

• Identify, test, and scale local growth channels: partnerships with employers, relocation agencies, rideshare/delivery drivers, housing providers, dealerships, and more.
• Represent Roam in the community and at local events; act as the face of the brand in Ottawa.
• Work with marketing to localize campaigns and content for the Ottawa audience.

You'll report to a Regional / Head of Operations and work closely with:
 

• Central Operations & Fleet
• Customer Support & Risk
• Sales/Partnerships and Marketing
• Product/Tech (for tooling and process improvements)

What You Bring To The Role

You're a self-starter and you make things happen.

Must-haves 
 

• 4-5 years of experience in operations, general management, branch/store management, logistics, mobility, car rental, or another high-intensity service business.
• Proven track record of owning results (revenue, costs, and/or P&L) in a city or location-based business.
• Strong people leadership experience: hiring, scheduling, coaching, performance management.
• Comfortable in hands-on operations: you're just as happy in the lot or at a customer's curb as you are in spreadsheets.
• Highly data-driven - you can interpret dashboards, spot trends, and make fast, informed decisions.
• Excellent communication and customer service skills; you know how to de-escalate tough situations and leave customers feeling heard and helped.
• Valid Class G (or equivalent) driver's license with a clean driving record and comfort driving a variety of vehicles.

Nice-to-haves 
 

• Experience in car rental, car sharing, subscription services, or fleet-based businesses.
• Experience launching a new city/market or opening multiple locations.
• Familiarity with Ottawa's neighborhoods, commuting patterns, and business community.
• Comfort working in an early-stage or high-growth environment with evolving processes.

Our Team, Culture & Values

We're a tight-knit, ambitious team led by experienced entrepreneurs and operators who have built and exited multiple successful companies. We thrive on solving complex problems, moving fast, and delivering customer experiences that are remarkable.

We value:
 

• Extreme ownership
• Curiosity and a growth mindset
• A bias toward action
• Scrappiness and resourcefulness
• Collaboration and kindness
• Focus and resilience
• Excellence
• A sense of humour

What We Offer

Up to $150K including: 
 

• Performance bonuses
• Stock options
• Company car
• Comprehensive benefits
• 4-Weeks Paid vacation
• Hybrid work environment (home/office)

Compensation

$80,000.00 - $150,000.00 per year