Operations Manager

Join our team

Metro Supply Chain is a strategic supply chain solutions partner to some of the world’s fastest growing and most reputable organizations. For 50 years, it has excelled at tailoring integrated, data‑driven solutions, fueled by advanced systems and technology, that fulfill complex and challenging distribution needs. Managing 19 million square feet operating out of more than 175 sites across North America and Europe with a team of 9,000, it is one of Canada’s largest privately owned supply chain solutions companies.

Metro Supply Chain is a 2024 winner of the Canada’s Best Managed Companies program, recognized for its strategic expertise, culture of innovation and commitment to its people and local communities.

• Maintain a strong relationship with assigned agents including site visits
  • Min 1 site visits per year per agent site
• Run daily/weekly/monthly meetings ensuring SLA results are achieved with a focus on continuous improvement
• Manage vendor relationships and internal/external customers as required by daily operational needs
• Be available after hours for escalations and month end closure.
• Create and execute solution‑based action plans with agents to address recurring issues and non‑compliance
• Quote for out of zone deliveries or special projects
• Serve as first point of contact for the Metro team (CSR, Reverse, Claims) on escalations
  • Drivers Conduct
  • Property Damages
  • Lost or damaged items
  • Client Escalations, POD
  • FSA or service day issues
  • Etc.
• Communicate and plan new business and volume fluctuations (peak)
• Ensure required client and Metro training is completed by agents and their staff for all SOP’s and procedures
• Assist in recruiting and onboarding new agents if required
• Assist Compliance department with agent documents and renewals (first level of escalation)
• Train on TMW usage and compliance with daily follow‑up, freight bills and tracking movement of goods.
• Other duties as assigned

• Strong working knowledge of delivery operations and systems
• Time management skills
• Excellent leadership and organizational skills
• Strong communication and interpersonal skills
• Proficiency in Microsoft Office and data entry software, TMW
• Excellent analytical and problem‑solving skills – solution oriented
• Adequate knowledge of warehouse data systems
• Outstanding KPI management and leadership
• Ability to train employees and agents on new procedures
• Comprehensive knowledge of all client SOPs
• Providing feedback on group and individual agent performance to management according to standard operating procedures
• Ability to provide constructive criticism
• Ability and desire to learn new methods and systems
• Participating in evaluating, training, restructuring, and occasional replacement of agent

• Work in an environment where safety is our first priority
• The opportunity to build a career with a growing company
• Medical, dental, and vision coverage for you and your family
• Life and disability insurance
• Wellness programs to support your family’s well‑being
• A Retirement Savings Program with a company match
• Company team wear allowance
• Employee Appreciation Day
• Company sponsored social events
• Community volunteering

We are an equal opportunity employer committed to building and fostering a diverse workplace where people feel included and valued. We encourage applications from all qualified individuals.

Should you require accommodation for a special ability or need during the recruitment process, please reach out to a member of our Human Resources Team.