High-Performance Operations Leader

Operations Manager Job Description We are seeking an experienced Operations Manager to join our team. Key Responsibilities Support company objectives by proactively contributing to initiatives that drive strategic goals and organizational success. Lead and develop the operations team to ensure excellence in execution and a high-performance culture. Coach, mentor, and support team members in achieving and exceeding KPIs, performance goals, and customer service standards. Monitor individual and team performance, providing regular feedback, coaching, and performance management to drive continuous improvement. Set clear expectations for efficiency, accuracy, and proactive problem-solving in all aspects of transportation, logistics, and freight-forwarding business models. Ensure full team competency by identifying skills gaps, implementing cross-training, and fostering professional development. Create a customer-first culture by reinforcing best practices in responsiveness, communication based on our values. Collaborate closely with leadership to align operations with company goals, drive efficiency, and contribute to strategic initiatives like in procurement, ops procedures, OKRs, and compliance with customers. Analyze operational performance metrics to identify areas for improvement and implement solutions to optimize efficiency. Act as a key decision-maker in resolving escalated operational challenges, ensuring timely and effective solutions. Drive accountability and ownership, ensuring that each team member understands their impact on service level given our value proposal (making our customers' life easier). Foster a collaborative team environment by ensuring open communication, engagement, and a shared commitment to excellence. Manage the suitable performance for each Customer Service: system compliance, communication, customer service level, backup. Oversee the performance and effectiveness of customer service systems, ensuring compliance, clear communication, and high service levels, with appropriate backup processes in place. Ensure the customer service team maintains accurate shipment records in CargoWise, including documentation, carrier charges, and delivery dates to support timely invoices. Address service issues promptly and uphold high standards of customer service. Additional Responsibilities Clarify roles and responsibilities based on individual strengths and the clients' account needs to ensure efficiency and engagement. Assign critical tasks strategically and hold regular check-ins to monitor progress and address challenges. Train and onboard new employees on the system, procurement processes, supplier management, and cost optimization strategies to ensure smooth integration into the team. Analyze and negotiate with suppliers to secure competitive rates. Standardize rates based on service conditions (by weight, volume, zone, type of cargo). Rate calculation and margin analysis to ensure competitiveness and profitability. Keep informed by subscribing to industry news, market trends, government updates, and logistics reports. Conduct regular check-ins with Canadian team members to strengthen relationships, address concerns, and provide feedback. Promote clear, concise communication and consistent documentation of decisions and action items using shared tools to ensure alignment across time zones. Negotiate and manage contracts with carriers and service providers to secure competitive rates and reliable service. Identify and evaluate potential carriers by considering factors like records, transit times, service reliability, coverage, equipment availability, and compliance with regulations / authorities. Implement cost‑saving strategies by consolidating shipments and selecting the most efficient transport routes to reduce transit times and budgets. Collaborate closely with carriers to minimize delays, continuous improvement, and ensure timely deliveries while maintaining cost‑effectiveness. Recognize issues early before they escalation. Closing communication with Sales teams regarding growth, adjustments. After-hours activities. Responsible for overseeing operations outside of regular business hours. This includes ensuring service continuity, addressing urgent issues, assigning / delegating last‑minute orders for suitable follow‑up / tracking. Clarifications and adjustments in case customer requests. Source and evaluate transportation and warehousing partners to meet operational needs. Build long‑term relationships by maintaining open communication, providing feedback, and offering consistent business opportunities. Gather relevant data (root causes, impact, involved parties) keeping all relevant teams informed (customer service, operations, finance, etc.). Escalate critical issues, when necessary, with a proposed action plan. Proactively address recurring problems. OPS Leader can provide support and guidance to sales teams during pricing negotiations, helping them to justify prices and achieve win‑win outcomes. #J-18808-Ljbffr