Senior Manager of Home Delivery and E-Commerce Services

Operations Mississauga, Ontario


Senior Manager of Home Delivery and Ecommerce Services

 In this role, the Senior Manager Home Delivery and Ecommerce Services will be accountable for the continued growth, excellence in client experience and operation models of Canada Cartage ecommerce delivery services.  This role will be responsible for building the strategy and roadmap while managing operations overall delivery performance excellence and have fiscal P&L responsibility.

What You’ll Do

Responsible for leading a team with a focus on delivering profitable sales growth and achieving EBITDA targets The key functions in this role include managing a team nationally to facilitate Customer Service Excellence, Operational Execution, and Change Management

Management of a national network of hubs offering home delivery services including the management of inbound inventory, customer appointment scheduling, routing optimization, and final mile delivery including the reverse logistics associated with unsuccessful delivery attempts.

Negotiating with 3rd party vendors for home delivery services to be completed on our behalf

Establishing and managing 3rd party carriers for middle mile services.  This includes outlining scope, rate negotiation and performance monitoring.

Responsible for the customer invoicing, carrier payment and payroll process to be efficient, timely and accurate

Become the ambassador for Home Delivery Services in the company through building the vision and reputation for superior service in customer communication, operational execution and outlining how new business opportunities can enhance our customers business.

Partner with the information technology, sales and operations teams alongside the leadership of other divisions to outline business requirements and enhancements to build functionality and design that is customer centric

Understand the market landscape by identifying and actioning opportunities through competitive analysis and market research

Continue the management and monitoring of internal and external KPIs and evolve the dashboards/reporting to measure the impact and effectively manage the path to consistently delivering results

Support the successful customer onboarding experience, monitoring compliance, developing scorecards and maintaining team SLAs across multiple key KPI’s which include

Success is measured and defined through the Effectiveness to:

  • Measure, monitor and enforce carrier compliance
    • Pay carriers on time
    • Monitor carrier viability
  • Provide leadership and direction over internal team members - Coach
    • STAFF development
    • Support/ discipline
  • Confirm and ensure timely closure of deliveries up to invoicing customers (A1)
    • Cash flow impact
  • Analyze performance (financial and process) and implement change as appropriate
    • Continuous Improvement  
  • Follow market trends and stay on top of ecommerce/Omni-channel trends


Experience and Skills:

  • Experience managing a high performance growth team
  • Proven leadership in P&L management
  • 5+ years e-Commerce or logistics 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