Director of Warehouse and Service Operations

Overview

Working at Trail Appliances means joining an entrepreneurial-minded, driven team dedicated to delivering an exceptional customer experience. Trail Appliances is the leading independent appliance retailer in Western Canada. We’re a fast-growing company with over 500 employees in British Columbia, spread out over 10 showrooms, 3 Outlet Centres, 3 distribution centres, and 4 offices in BC's major markets. Join our team of trailblazers!

Our core values:

Integrity – We do what’s right, even when no one is looking.

Improvement – We do it well. Then we do it better.

Caring – We put ourselves in others’ shoes.

Authenticity – We like people, not pretense.

Determination – We kick down walls.

Trail is seeking a highly capable, hands-on Director of Warehouse & Service Operations to lead and optimize our warehouse and service operations across British Columbia.

This is a true ownership role
. You will be accountable for the performance, productivity, safety, and financial outcomes of three warehouse facilities and a dedicated Service Operations team responsible for reverse logistics, product repairs, parts procurement, and Return-to-Vendor (RTV).

Success in this role requires a leader who is equally comfortable on the floor and in the data
—someone who works closely with their teams, drives disciplined execution, optimizes payroll and productivity, prevents product issues, and delivers excellent service outcomes. This role partners closely with Delivery, Sales, Purchasing, Finance, Health & Safety, and Technology to support business growth and operational excellence.

• Lead end-to-end warehouse operations including receiving, storage, picking, staging, customer pickups, and outbound loading.
• Optimize labor deployment, schedules, and workflows to drive productivity and payroll efficiency.
• Ensure strong inventory controls, FIFO compliance, and high cycle-count accuracy.
• Reduce damages, write-offs, and inefficiencies through proactive prevention and root-cause analysis.
• Maintain safe, clean, and well-organized facilities that meet or exceed safety and compliance standards.

• Own Service Operations, including reverse logistics, product repair, parts procurement, and RTV execution.
• Improve repair turnaround times and service efficiency while maintaining customer service excellence.
• Focus on preventing repeat product issues through upstream improvements and supplier collaboration.
• Maximize Service Operations income while managing cost-to-serve.
• Ensure RTV and supplier recovery programs are executed accurately and on time.

• Lead, coach, and develop warehouse and service leadership teams through regular engagement and performance management.
• Be a visible, floor-present leader who sets standards, reinforces accountability, and recognizes strong performance.
• Build succession plans and support recruiting to ensure the right talent is in place.
• Foster a culture of ownership, continuous improvement, and pride in workmanship.

• Own and actively manage KPIs, including:
• Cycle counting accuracy
• Cost-to-serve and cost-to-move
• Product damages and write-offs
• FIFO compliance
• Inventory turns (returns and service)
• Product transfer cost optimization
• Supplier bill-backs and damage allowances
• Service Operations income
• Review payroll, overtime, staffing levels, and productivity on a regular cadence.
• Lead annual budgeting, forecasting, and mid-year re-forecasting.
• Support CAPEX planning, asset reviews, and third-party contract negotiations.

• Partner closely with Delivery Operations to align capacity and execution.
• Collaborate with Purchasing, Sales, Finance, Health & Safety, and Technology to resolve challenges and improve outcomes.
• Lead and support annual inventory counts and reconciliation.
• Provide clear, data-driven operational updates to stakeholders.

• 8–12+ years of progressive leadership experience in warehouse, distribution, logistics, or service operations.
• Strong background in labor optimization, payroll control, and productivity improvement
  .
• Experience…