Director of Operations

Richardson Executive Search; Edmonton; On-site; CAD 120,000 - 160,000; Full time

Job summary

Eager Beaver Moving seeks a Director of Operations to translate bookings into consistently well-executed moves across Edmonton and Calgary. You will lead crews, equipment, schedules, and customer expectations, reporting to the President & CEO.

This role drives growth, safety, and service quality while scaling day-to-day operations. Based in Edmonton, you will oversee the Edmonton and Calgary operations, focusing on Calgary expansion and the Edmonton Commercial Division, with a collaborative team

Qualifications

• 8+ years of progressive operations leadership in field-based service, logistics, or moving industries.
• Proven experience leading hourly, safety-sensitive crews with onboarding and performance reviews.
• Experience scaling operations during peak demand balancing cost, quality and timelines.
• Strong knowledge of operational KPIs, cost control, and margin management.
• Familiarity with dispatch, CRM, or workforce management systems; EOS is a plus.

Responsibilities

• End-to-end operations oversight across moves, planning and scheduling.
• Lead hiring, onboarding, training, and performance management of crews.
• Oversee dispatch planning to maximize truck utilization and on-time performance.
• Monitor quality, customer feedback, claims, and service recovery costs.
• Manage fleet maintenance, safety standards, and regulatory obligations.
• Own operational KPIs and partner on pricing discipline and cost control.
• Document and refine SOPs; support growth initiatives and new service lines.
• Provide health and safety leadership and continuous improvement.

Skills

Operations leadership

Dispatch planning

Crew management

Process improvement

Safety & compliance

Education

Bachelor's degree in business/logistics or related field

Tools

CRM systems

Dispatch software / WMS

EOS framework

Job description

THE OPPORTUNITY

We have an exciting opportunity for a Director of Operations to join Eager Beaver Moving, a growing moving and storage company. Reporting to the President & CEO, this role is accountable for translating confirmed bookings into consistently well-executed moves, ensuring crews, equipment, schedules, and customer expectations are aligned across every job, every day. The Director of Operations will be a people-focused leader with a significant impact on business growth and the scaling of day-to-day operations.

The role requires active, on-the-ground leadership within daily operations, with responsibility for people leadership, operational planning, real-time problem solving, and performance management. The Director of Operations will hold direct accountability for service quality, crew productivity, safety, operational margins, and overall customer satisfaction, and must demonstrate sound judgment under pressure, strong operational discipline, and a continuous-improvement mindset.

Based in Edmonton, the role provides operational oversight across the Edmonton and Calgary locations, with a particular focus on scaling the Calgary operation, as well as the Edmonton-based Commercial Division. The Director of Operations will join a supportive, collaborative team environment where people work closely together and take shared pride in delivering a positive customer experience.

This role is intended to work in close partnership with existing operational leaders and teams, building structure and accountability while strengthening the capabilities already in place.

THE ORGANIZATION

Eager Beaver Moving is a Canadian, family-owned moving company that has been operating since 1984. Built on three generations of experience within the Watson family, the company has grown from a small operation into a provider of residential and commercial moving services across its markets.

Founded by Jack Watson, the company expanded with the establishment of its Edmonton branch in the early 1990s and has continued to grow under current leadership since 2013. Eager Beaver is known for its transparent quoting process, quick and customized customer support, careful handling of belongings, and an industry-low claim ratio.

Core Focus:

Purpose: To Help Make Life Easier

Niche: Bringing Positivity to Your Moving Experience

Core Values that shape how teams work together and serve customers:

Bring It!

Representing our commitment to consistently delivering high-energy, top-notch service.

Professional Excellence

Ensuring meticulous care for belongings and maintaining high professional standards.

Positive Attitude

Cultivating a friendly, positive environment in all customer and colleague interactions.

Teamwork

Encouraging collaboration, mutual support, and strong team synergy.

Always Growing

Fostering accountability, continuous skill development, business growth, and personal advancement.

For more information, please visit their website: www.eagerbeavermoving.com.

RESPONSIBILITIES

End-to-End Operations Oversight

• Own daily, weekly, and seasonal operational planning across all moves (local, long-distance, residential, and commercial).
• Ensure smooth coordination between sales/booking, dispatch, crews, fleet, and customer communication.
• Act as the escalation point for complex or high-risk moves and operational issues.

Crew Leadership & Workforce Management

• Lead hiring, onboarding, training, scheduling, and performance management of movers, drivers, and team leads.
• Establish clear crew expectations around professionalism, safety, care of goods, and customer interaction.
• Build a bench of reliable crew leads and supervisors to reduce owner dependency.

Dispatch, Scheduling & Capacity Optimization

• Oversee dispatch planning to maximize truck utilization, crew efficiency, and on-time performance.
• Balance workload during peak season while controlling overtime, burnout, and service degradation.
• Improve forecasting for staffing, truck availability, and equipment needs.

Quality Control & Customer Experience

• Implement standardized move procedures, checklists, and service standards.
• Monitor move outcomes, customer feedback, claims, and complaints.
• Reduce damages, claims frequency, and service recovery costs through process improvement and training.

Fleet, Equipment & Asset Management

• Oversee maintenance schedules, inspections, and readiness of trucks, trailers, and moving equipment.
• Ensure compliance with safety standards, insurance requirements, and regulatory obligations.
• Plan fleet growth or replacement in alignment with demand and profitability.

Financial & Performance Accountability

• Own and be accountable for key operational KPIs, including cost per move, revenue per truck per day, crew productivity, claims and damage ratios, and overall customer satisfaction and repeat business.
• Partner with ownership on pricing discipline, margin improvement, and cost control.
• Identify inefficiencies and implement practical, measurable solutions.

Process Improvement & Scaling

• Document and refine SOPs across operations, training, dispatch, and move execution.
• Support growth initiatives such as new service lines, additional locations, or larger commercial contracts.
• Fully utilize current operational systems and tools.

Health & Safety

• Provide leadership and accountability for health and safety across operations, including compliance, training, incident prevention, and continuous improvement in safety practices.

QUALIFICATIONS

• Minimum 8 years of progressive operations leadership experience in field-based service, logistics, transportation, or comparable operational environments; experience in moving and relocation is considered an asset.
• Proven experience leading hourly, safety-sensitive crews, including hiring, training, scheduling, performance management, and retention.
• Demonstrated responsibility for fleet operations, dispatch planning, and high-volume, time-sensitive scheduling.
• Experience scaling operations during peak and seasonal demand, balancing service quality, labour availability, and cost control.
• Strong working knowledge of operational KPIs, including productivity, utilization, WCB claims, and margin performance.
• Experience implementing or improving standard operating procedures (SOPs), training programs, and operational controls.
• Familiarity with dispatch, CRM, or workforce management systems used in service or logistics environments; formal systems experience preferred but not required.
• Experience working within a structured operating framework (e.g., EOS) is an asset.
• Valid driver’s licence and willingness to maintain an on-the-ground presence within daily operations.

KEY COMPETENCIES

• Able to earn credibility and respect with frontline crews while holding clear performance, safety, and professionalism expectations.
• Operationally sharp, decisive, and calm in fast-paced, high-pressure (24/7, 6 days per week) environment.
• Solid understanding of safety standards, liability exposure, and risk management in field-based service operations.
• Practical and solutions-oriented, with the ability to resolve issues quickly and sustainably.
• Strong communicator with customers, crews, and ownership, able to set expectations and address issues clearly (confident speaker).
• Comfortable working with operational data, costs, and margins to drive efficiency and continuous improvement.
• Continuously focused on improving processes, developing people, and strengthening operational outcomes.
• Demonstrated accountability for health and safety performance in a field-based, safety-sensitive operating environment.