Delivery Operations Manager (925)

Delivery Operations Manager

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!

Trail Appliances is seeking a dynamic Delivery Operations Manager to lead our Delivery Team in providing safe, timely, and efficient in-home appliance deliveries. Reporting directly to the Director of Delivery Excellence, this role is pivotal in upholding our commitment to exceptional customer service and operational excellence.

As a key leader, you will foster a high-performance culture, inspire your team, and drive continuous improvement across all aspects of delivery operations. You'll be responsible for building and maintaining a best-in-class delivery team while ensuring key performance indicators and customer satisfaction goals are consistently met.

As the Delivery Operations Manager, you will…

Lead and Inspire

• Promote a positive, professional, and safety-focused work environment.
• Coach and motivate team members to meet performance goals and deliver exceptional customer experiences.
• Facilitate weekly performance meetings and implement action plans aligned with business objectives.
• Earn trust by spending time in the field with your team.

Drive Operational Excellence

• Oversee all delivery operations to ensure safe, timely, and efficient service.
• Optimize delivery routes and staffing schedules for maximum efficiency.
• Manage dispatch operations and support the dispatch team to ensure smooth coordination.

Champion Change and Improvement

• Lead change initiatives with effective strategies that encourage team adoption and minimize resistance.
• Identify and implement cost-saving and process improvement opportunities.
• Contribute to the development and enhancement of Trail's delivery training program.

Enhance Customer Experience

• Resolve escalated delivery-related customer issues with urgency and professionalism.
• Monitor and reduce customer damage claims through proactive training and process improvements.

Manage Assets and Resources

• Oversee truck leases, maintenance, and damage reporting.
• Coordinate recruitment and onboarding for delivery team members.

Ensure Safety and Compliance

• Enforce safety protocols and provide ongoing training to support a safe working environment.

The education we need:

• Post-secondary education required.
• Certification in Logistics, Transportation, or Distribution is an asset.

The experience and skills we need:

• Minimum 5 years in distribution, logistics, or customer service, including last-mile and in-home delivery.
• 3–5 years in a delivery management role.
• Experience in warehouse operations is an asset.
• Proven track record of leading and developing teams.
• Strong financial acumen, including budgeting and P&L management.
• Advanced proficiency in Excel, Access, Outlook, and routing/mapping software.
• Excellent interpersonal, communication, and decision-making skills.
• Strong analytical and problem-solving abilities.
• High initiative, energy, and ability to work independently or collaboratively.
• Familiarity with local geography is essential.

We hope you are passionate about:

• Coaching and developing teams.
• Commitment to continuous improvement and customer-centric service.
• Ability to lead change and drive results in a fast-paced environment.
• Collaborative mindset and strong sense of urgency.
• Building teams that win together

Work Environment:

• Primarily based in office and warehouse settings.
• Occasional field visits required.
• Occasional travel within British Columbia.

Why Join Trail:

• Showroom environment
• Paid time off
• Generous employee discounts
• Employee Recognition Program
• Extended health care and dental coverage
• Gym membership discount
• Professional Development Programs
• Career Progression
• Company events