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Operations Manager

Location:
Milton, ON L9T 5E5
Remote:
In-person
Status:
Permanent , Full time
Posted:
June 19, 2026
Job ID:
FM323
Expires:
July 19, 2026

SUMMARY

The Operations Manager plans, directs and controls the dispatching of inbound and outbound freight and the customer service operations of the company in line with company objectives for profit and service. Coordinates the work of the operations and customer service department by assigning responsibilities and supervising personnel in such areas as local, highway and inbound dispatch, customers service and third-party logistics, back hauls, brokerage, and warehousing. Establish and maintain customer, carrier, and vendor relationships. This position reports directly to the General Manager.

DUTIES AND RESPONSIBILITIES

  • Establish and implement long and short-term operational goals, objectives, and policies and operating procedures; monitor and evaluate lane analysis and operational effectiveness; effect change required for improvement.
  • Assigns daily / weekly / monthly deliverables to his team to achieve long and short-term goals.
  • Coach, mentor, train, monitor, discipline and reward all dispatch, customer service and operations personnel. Maintain appropriate staffing levels and schedules for US / CDN holidays and after-hours dispatch schedule. Assign back-up personnel for sick days and vacations.
  • Manage Driver / Owner operator capacity to ensure company can meet all customer commitments.
  • Manager overflow volume so that additional freight can we moved via Road Star 3PL.
  • Conduct Operations and Customer Service personnel performance and skill evaluations, address shortcomings and develop plans for improvement through positive communication, feedback, including disciplinary measures.
  • Along with Safety and Recruiting conduct driver evaluations, progressive disciplinary procedures, and remedial training as it relates to operations and customer service. Ensure all drivers are properly, legally, and fairly dispatched.
  • Promote and maintain positive relationships with all departments, including drivers, and ensure satisfaction through positive communication, feedback, etc.
  • Conducts lane analysis, recommends adjustments to rate schedules as required.
  • Push integration of systems Truck Mate, Samsara, EDI etc. to drive operational efficiency. Be the expert in the room.
  • Ensure the operations department is in compliance with all safety standards as regulated by, Ministry of Transportation, US Federal Motor Carrier regulations, Canada Labour Code, Road Star policies and procedures, and other jurisdictional areas.
  • Co-ordinate driver requirements with recruiting department to maintain a satisfactory driver level to meet the workload on a daily basis, as well as developing long term requirements based on volume turnover projections and brokerage consumption.
  • Assist in truck assignments with maintenance and dispatch department.
  • Assist in the development and implementation of programs to recruit drivers as needed, as well as developing and implementing programs to improve driver retention.
  • Performs miscellaneous job-related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

  • Ability to supervise coach mentor and train employees, to include organizing, prioritizing and scheduling work assignments.
  • Employee development and performance management skills
  • Conduct quarterly and annual performance reviews on all responsible personnel.
  • Knowledge of transportation rates, both truckload and less than truckload
  • Knowledge of brokerage, 3rd party logistics, customs operations.
  • Knowledge of customer service standards and procedures
  • Knowledge of continuous quality improvement management principles and practices
  • In-depth knowledge of applicable legislation, standards, policies, and procedures within the transportation industry in Canada and USA.
  • Knowledge of cost control principles and practices.
  • Strong communication (listening, oral, and written) and interpersonal skills.
  • Strong problem-solving skills
  • Ability to negotiate.
  • Computer literate
  • Five years experience directly related to the duties and responsibilities specified.

WORKING CONDITIONS AND PHYSICAL EFFORT:

Physical Effort: No or very limited physical effort required.

Physical Environment: Work is normally performed in a typical interior/office work environment.