Director, Delivery Operations

Cozey; Mount Royal; On-site; CAD 100,000 - 125,000; Full time

Job summary

A dynamic online furniture retailer is seeking a Director of Delivery Operations to lead their outbound delivery ecosystem. The ideal candidate will bring over 8 years of experience in logistics and efficiency in multi-country operations. You will manage partnerships with couriers, drive performance metrics, and optimize logistics technologies to enhance customer experience. This role promises personal growth and a competitive salary in a nurturing work environment.

Benefits

Competitive salary

Comprehensive benefits package

Generous PTO policy

Professional growth opportunities

Qualifications

• 8+ years of experience in logistics, transportation, or outbound operations.
• Experience in multi-country and multi-partner logistics environments.
• Proven track record of driving courier performance and accountability.

Responsibilities

• Manage a multi-country carrier network.
• Build strong partnerships with couriers through SLAs and performance reviews.
• Own all outbound service KPIs and drive performance through dashboards.
• Collaborate with carriers to design customer-centric delivery solutions.
• Champion a scalable logistics technology roadmap.

Skills

Logistics experience

Transportation operations

Multi-partner logistics

Performance management

Communication skills

Vendor management

API integrations

Customer experience focus

Job description

At Cozey, we’re all about empowering possibilities in your home and making furniture shopping as easy and enjoyable as possible. Our thoughtfully designed, stylish furnishings adapt to evolving lifestyles, combining innovation with a commitment to great value and customer service. As a fast-growing, online-first brand, our success is driven by a team that shares our passion for redefining the furniture experience.

The mission of the Director, Delivery Operations at Cozey

The Director, Delivery Operations reporting to Terry Fisch, Vice-President, Fulfillment & Logistics Operations will own the full outbound delivery ecosystem at Cozey.

This role will take full ownership of our delivery partner strategy, carrier relationships, operational execution, and performance management frameworks. They will build the systems, processes, and standards that ensure every shipment, from checkout to final delivery, reflects Cozey’s commitment to excellence. The ideal candidate is data-driven, technology-forward, and thrives in environments where accountability, continuous improvement, and customer-centric thinking are paramount.

What you'll be doing

• Manage a multi-country carrier network, ensuring the right partner mix to meet speed, reliability, cost, and coverage goals.
• Build strong partnerships with couriers through SLAs, performance reviews, negotiations, and capacity planning.
• Own all outbound service KPIs and drive performance through dashboards, scorecards, and root-cause analysis.
• Lead carrier and cross-functional initiatives to resolve systemic issues and improve delivery predictability and customer satisfaction.
• Collaborate with carriers to design customer‑centric delivery solutions, including value‑added and white‑glove services.
• Own all outbound cost drivers, partnering with Finance to forecast, model, and control shipping spend.
• Use technology, automation, and predictive modeling to optimize costs, improve tracking accuracy, and enhance data visibility.
• Champion a scalable logistics technology roadmap that strengthens reliability, reduces exceptions, and supports expansion into new markets.

We'd love to hear from you if you have

• 8+ years of experience in logistics, transportation, or outbound operations.
• Extensive experience operating in multi‑country, multi‑site, and multi‑partner logistics environments.
• Experience in high‑volume e‑commerce or courier‑driven environments.
• Strong technical aptitude with logistics systems, data tools, and API‑driven integrations.
• Proven ability to connect operational excellence to customer experience outcomes.
• Demonstrated track record of driving courier performance and accountability.
• Exceptional communication, leadership, and vendor‑management skills.
• Deep understanding of courier workflows, service metrics, and exception management.

We care about you

• You will receive a competitive salary along with acomprehensive benefitpackage.
• Endless opportunities for personal and professional growth in a fast‑growing start‑up.
• A generous PTO policy that allows you the time you need torecharge.
• A role where your strategies and decisions directly influence the company’s operations and growth.
• A workspace where everyone is welcomed, heard, and valued.