Delivery Operations Manager (925)

Trail Appliances BC; Delta; On-site; CAD 70,000 - 90,000; Full time

Job summary

A home appliance retailer is seeking a Delivery Operations Manager to lead their Delivery Team in providing exceptional service. The ideal candidate will have at least 5 years in logistics or customer service, strong leadership capabilities, and a commitment to safety and operational excellence. This job involves overseeing delivery operations, coaching team members, and enhancing customer satisfaction. Join a dynamic team and help create memorable experiences for customers.

Benefits

Paid time off

Generous employee discounts

Extended health care and dental coverage

Gym membership discount

Professional Development Programs

Qualifications

• Minimum 5 years in distribution, logistics, or customer service, including last-mile and in-home delivery.
• 3–5 years in a delivery management role.
• Strong financial acumen, including budgeting and P&L management.

Responsibilities

• Oversee all delivery operations to ensure safe, timely, and efficient service.
• Promote a positive, professional, and safety-focused work environment.
• Resolve escalated delivery-related customer issues with urgency and professionalism.

Skills

Leadership

Communication

Problem-solving

Analytical skills

Customer service

Education

Post-secondary education

Certification in Logistics, Transportation, or Distribution

Tools

Excel

Access

Routing/mapping software

Job description

Overview

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 upholds our commitment to exceptional customer service and operational excellence. We’re a fast-growing company with over 500 employees in British Columbia, 10 showrooms, 3 Outlet Centres, 3 distribution centres, and 4 offices in BC's major markets.

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.

Join our team of trailblazers and help deliver an exceptional customer experience.

Responsibilities

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.

Education and Experience

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.

What we hope you are

• 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

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