Operations Manager
Onsite: Ottawa, ON
POSITION SUMMARY: Manages the day-to-day front-line operations functions (customer service, dispatch, transportation, and warehouse) to ensure all shipments are efficiently processed, recovered, and dispatched to meet time-critical deadlines required by clients. This position is also responsible for supporting local sales.
REPORTS TO: Regional Manager
RESPONSIBILITIES:
• Accountable for increasing financials while maintaining excellent customer service
• Focus on operational excellence and controlling QA and CAPAs
• Develop a local sales strategy
• Identify local competition; learn their strategy
• Build a local ground customer network to complement national and wholesale business
• Build relationships with current customers to increase customer service and sales
• Recruit and train associates; provide leadership and development
• Lead and manage a team through optimal performance
• Operational fundamentals – management of scheduling, shipments, and analyzing volume trends
• Assist with the development monitoring of KPIs, analysis of repetitive operational problems
• Monitor all shipments daily to ensure that shipments are collected and delivered within agreed time frames
• Work with customers to ensure that collection requirements are met and that they are always kept informed during the process to ensure visibility
• Work with all offices and local service providers to ensure the logistics transfer is handled efficiently, meeting desired turnaround times
• Attend customer meetings and teleconferences when required
• Ensure shift patterns are maintained to meet the 24/7 coverage requirement
MINIMUM QUALIFICATIONS:
• Bachelor’s degree strongly preferred
• Experience in managing a customer service/dispatch environment
• Previous transportation/logistics experience required
• Bilingual English/French required
• Experience in same-day delivery and sales is a plus
• Flexibility in working hours required to support weekend and 24/7 hours of coverage required
KNOWLEDGE, SKILLS & ABILITIES:
• Excellent communication skills with the ability to influence others
• Excellent problem-solving and prioritization skills essential
• Ability to multitask and stay organized
• Ability to hold your team accountable
• Ability to generate data from our operating system to pinpoint below-standard KPIs