Reporting to the departmental Senior Manager, the Manager, Operations is responsible for the planning, maintenance, and inter-departmental transfers of all merchandise for their respective team. The Manager, Operations is accountable for hiring, training, coaching, and motivating staff while displaying great leadership, as well as developing innovative methods to increase productivity. The incumbent will lead a team of two to four Associate Managers and oversee a front-line workforce of 100-300 employees.

Responsibilities

Operations Management (50%)

• Create and manage the daily plan to maintain service levels, quality, and workflow at all times, including labour planning and consideration of seasonal requirements
• Oversee the adherence to and control of departmental standard operating procedures (SOPs)
• Implement internal processes and collect data hourly to update operations metrics to monitor and attain key performance indicators (KPIs)
• Ensure that the operational budget is maintained and adhered to
• Confirm and resolve issues with root cause analysis to identify performance gaps and corrective action
• Work with other Manager, Operations to ensure smooth transitions between shifts
• Work on ad-hoc projects as required by the needs of the business
• Manage the daily plan to maintain service levels, quality and workflow at all times
• Oversee the consistent management of the department knowledge base through standard, concise and relevant documentation
• Confirm and resolve issues with root cause analysis to identify performance gaps and corrective action
• Develop and implement 5S culture to ensure a clean and safe environment
• Take action on health and safety and housekeeping audits
• Act as an on-site champion of our health and safety culture and oversee the adherence to health and safety standards

People Leadership and Development (30%)

• Lead hiring efforts and oversee the onboarding and training programs
• Lead the creation and development of training documentation for the team
• Coach, motivate, and evaluate staff at multiple levels
• Collaborate with Senior Leadership to gauge and monitor team engagement and implement solutions to create a transparent, collaborative and productive work environment
• Hold weekly one-on-ones, conduct performance reviews, analyze individual KPIs and assess promotion readiness
• Establish team goals with the Departmental Leader
• Support the team and monitor progress towards achieving objectives
• Listen to and take action on escalated employee concerns

Process Improvements (20%)

• Foster and instill a culture of continuous improvement in all areas
• Implement scalable processes, procedures and systems to drive operational effectiveness
• Maintain and continuously improve the knowledge of the team through concise and relevant documentation
• Analyze data and lead projects to implement scalable processes, procedures, and systems to drive operational effectiveness and improve performance

Qualifications

• Bachelor’s degree in Engineering, Business, Mathematics, or a related analytical field
• A minimum of 5 years of supply chain/operations management experience in a high volume, high value fulfillment center or manufacturing plant
• A minimum of 3 years of leadership experience
• Experience with automation within all aspects of the fulfillment process, an asset
• Flexible working schedule including weekends, day, evenings, nights, and overtime
• Experience with drafting, documenting, and implementing new procedures
• Knowledge of flow control and equipment operations
• Advanced knowledge of Microsoft Office Suite and Warehouse Management Systems
• Exposure to Lean Six Sigma and Iso systems, an asset
• Strong written and verbal communication skills in both English and French

Skills

• Excellent interpersonal and communication skills
• Detail oriented and well-organized
• Critical thinking and ability to turn data into insightful interpretations
• Strong time management and planning skills
• Agility and efficiency in decision-making