Director of Warehouse & 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.

• 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
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• Experience with reverse logistics, repairs, parts management, or service operations is a strong asset.
• Track record of driving measurable improvements in efficiency, cost, and service levels.

• Hands-on, accountable leader who works closely with teams to drive results.
• Strong analytical and operational problem-solving skills.
• Comfortable managing KPIs, dashboards, and operational reports.
• Excellent communicator who can engage frontline teams and senior leaders.
• Naturally collaborative, with the ability to influence across functions.

• Senior leadership role with real ownership and impact.
• Opportunity to shape and optimize critical operations across the business.
• Strong values-driven culture focused on integrity, improvement, and doing things right.
• Competitive compensation, performance incentives, and benefits.
• A company that values practical leadership, accountability, and continuous improvement.

We inspire possibilities, make shopping ridiculously easy, and help create special moments  you ready to meet your team?