National Operations Manager, Home Delivery

Operations Mississauga, Ontario


National Operations Manager, Home Delivery 

In this role, the National Operations Manager of Home Delivery Services will be accountable for the continued growth, driving excellence for the end user experience and operating models of Canada Cartage Home Delivery Services.  The key functions in this role include managing a team nationally to facilitate Customer Service Excellence, Operational Execution, and Change Management delivery services. Responsibilities include management of a national network of hubs offering home delivery services and leading the day-to-day activities of the Operations Team (Customer Service, Operations Managers, Planning, and Dispatch) to effectively provide transportation services to customers and to ensure that all activities are accurately recorded in the company’s transportation management system. This role has regular interaction with customer Senior Management to strengthen business relationships and foster a high level of communication, customer relations and to cultivate growth of the account.


  • Executes the strategic objectives of the Division Directs, leads and monitors Operations team in achieving company initiatives
  • Participates in developing Operating budgets with Executive team
  • Accountable for P&L performance for accounts
  • Developing and implementing annual goals, targets and performance standards for the team
  • Assume Account Management functions, maintaining contact with Sr.  Management, negotiating increases, developing service performance action plans, identifying organic growth opportunities, and conducting regular business review meetings
  • Direct and assign resources to start-ups and new opportunities Balancing the needs for high service levels and at the correct cost levels
  • Review KPI performance across accounts
  • Oversee driver relations within accounts
  • Sponsor and drive strategy sessions as they involve customer retention, continuous improvement and cost containment strategies
  • Review and quantify new business opportunities
  • Co-Lead RFP tenders for existing accounts
  • Ensuring a robust employee performance plan and review process, including formal and informal feedback discussions for all staff
  • Act as point of escalation for internal as well as external problem resolution
  • Corporate performance from an EBITDA standpoint
  • Maintain operating budgets and devise variance to plan strategies where required.
  • Equipment replenishment plans
  • Fuel efficiency and economies
  • Compliance of company’s technical and communication processes
  • Productivity management of operations teams
  • Manage 3rd party carriers, which includes outlining scope, rate negotiation and performance monitoring.
  • Develop dynamic working relationships with key internal stakeholders.
  • Development and implementation of service level agreements.

Experience & Skills:

  • Experience managing a high performance growth team
  • Proven leadership in P&L management
  • 5+ years of home delivery services, last mile, eCommerce  operational experience
  • Experience in running and managing 3rd party providers
  • Strong negotiating skills
  • Leadership in working with all cross functional partners throughout the organization
  • Can operate strategically in working with senior leadership and tactically getting into the details
  • Strong in analytics, structured, data-driven and have good interpersonal skills
  • Demonstrated thought leadership and ability to influence at all levels in the organization
  • Experience with designing creative, quality customer centric service model, as well as enabling business capability and objectives through technology
  • The successful candidate will be structured, disciplined and process-oriented and have a strong bias to action