Senior Operations Manager

Position Summary

The Senior Operations Manager is responsible for leading and optimizing Operations’ functions across CPX’s transportation network (a division of Canada Cartage). This role provides strategic and hands-on leadership across dispatch, planning, driver management, and customer execution, ensuring operational excellence, cost control, and service reliability.

This individual acts as a senior point of escalation for both customers and internal teams, plays a key role in commercial activities including RFPs and pricing, and drives alignment across departments to support the company’s growth and profitability objectives.

Location: Surrey, British Columbia

Schedule:

Standard business hours with operational flexibility (Not a 9–5 role; transportation hours)

What you will do

Operational Leadership

• Own end-to-end performance of FTL, LTL, and cross-dock operations across the network
• Lead, mentor, and hold accountable dispatch, planning, and operations teams
• Establish structure, process, and discipline across day-to-day execution
• Drive continuous improvement in service, efficiency, and cost control
• Ensure proper resource planning (drivers, equipment, capacity)

Customer Management \& Escalation

• Act as senior point of escalation for key customer issues and service failures
• Build and maintain strong relationships with strategic customers
• Lead customer-facing operational discussions, performance reviews, and issue resolution
• Ensure consistent communication and alignment between operations and customer expectations

Commercial \& Strategic Support

• Participate in RFP responses, pricing strategies, and costing exercises
• Provide operational input into margin management and rate strategy
• Identify inefficiencies, cost leakage, and opportunities to improve profitability
• Support business development with operational design and execution planning

Cross-Functional Leadership

• Act as liaison between Operations, Sales, Finance, Safety, and IT
• Ensure alignment across departments to support execution and customer commitments
• Drive accountability for billing accuracy, payroll alignment, and operational inputs

Driver \& Capacity Management

• Oversee driver communication strategy and engagement
• Ensure alignment between planning, dispatch, and driver expectations
• Support retention initiatives and operational consistency in driver experience

Performance Management

• Monitor and report on KPIs including service levels, cost per mile, utilization, and on-time performance
• Implement corrective actions where performance gaps exist
• Build a culture of accountability and data-driven decision making

What You’ll Bring

• 8\+ years of experience in transportation/logistics, with higher level operational leadership
• Proven experience managing complex FTL/LTL operations in a high-volume environment
• Strong commercial acumen with experience in pricing, RFPs, and cost modeling
• Demonstrated ability to lead teams, manage conflict, and drive accountability
• Strong customer-facing experience, including handling escalations and difficult stakeholders
• Ability to operate at both a strategic and hands-on level

Why people love working for Canada Cartage

• Cohesive team and a positive, hard-working atmosphere.
• Meaningful opportunities for career growth.
• Company wide recognition initiatives designed to recognize employees when they demonstrate outstanding customer service, teamwork and our core values.
• Perks - discounted hotels, car rentals, entertainment, gym memberships, phone plans, electronics, to name a few
• Fun events throughout the year, like summer barbeques and driver-appreciation week that regularly bring us together.
• We give back to the communities in which we operate by volunteering and donating to local charities.
• We are a strong company that weathers the storm through pandemics and recessionary periods, so that we can benefit from good economic environments.