Dispatch Manager – Final Mile Delivery

SecondShop; Calgary; On-site; CAD 65,000 - 80,000; Full time

Job summary

SecondShop in Canada is seeking an experienced Dispatch Manager to lead our final mile delivery network for appliances and furniture. You will plan routes, dispatch drivers, and ensure on-time delivery while maintaining safety and service standards.

You will collaborate with warehouse, customer service and operations to resolve issues, optimize routes, and deliver excellent customer experiences. Strong communication, problem-solving, and leadership are essential.

Qualifications

• Previous dispatch, logistics, transportation, or final mile delivery experience is required.
• Experience managing appliance, furniture, home delivery, or bulky goods delivery operations is strongly preferred.
• Proven ability to manage multiple routes, drivers, delivery teams, and changing daily priorities.
• Strong communication skills with drivers, customers, internal teams, and leadership.
• Strong problem-solving skills and the ability to make quick decisions in a fast-paced environment.
• Experience using routing, dispatch, transportation management, WMS, or delivery tracking systems is an asset.
• Strong attention to detail with the ability to maintain accurate records and follow SOPs.
• Ability to lead teams, manage performance expectations, and foster accountability and service excellence.
• Working knowledge of delivery safety requirements, driver communication standards, and customer service expectations.
• Flexible availability to support early morning dispatch, peak periods, and operational needs as required.

Responsibilities

• Plan, assign, and monitor daily delivery routes for appliance and furniture deliveries.
• Dispatch drivers and delivery teams while ensuring schedules are followed and customer delivery windows are met.
• Review route capacity, delivery volume, staffing levels, and equipment availability to support efficient daily operations.
• Communicate with drivers, warehouse teams, and operations leadership to resolve delivery delays, missed stops, damages, access issues, and customer concerns.
• Track driver performance, on-time delivery results, route completion, service quality, and compliance with company procedures.
• Ensure delivery teams follow proper handling, inspection, photo documentation, safety, and customer service standards.
• Support escalations related to failed deliveries, property damage, product damage, customer complaints, and scheduling conflicts.
• Maintain accurate dispatch records, route notes, delivery updates, and operational reports.
• Identify opportunities to improve route efficiency, reduce costs, advance service levels, and strengthen team accountability.
• Coach, support, and hold drivers and delivery teams accountable for performance, communication, and professional conduct.

Skills

Dispatch experience

Logistics management

Delivery operations

Driver coordination

Routing systems

TMS / WMS familiarity

Safety knowledge

Team leadership

Customer service

Problem solving

Delivery tracking

Tools

Routing software

Transportation management systems

Warehouse Management System (WMS)

Delivery tracking systems

Job description

At SecondShop, we’re a team of Canadians who believe in doing better—for our country, your wallets, and our planet.

We started with a simple idea: why should perfectly good products go to waste or sit unsold when people like you are out there looking for smart ways to save? We have made it our mission to source the highest quality open-box, overstocked, and scratch-and-dent products from the top brands - offering them to Canadians at up to 50% off. But we are not just about savings—we’re about changing how people shop. Say goodbye to paying full price and hello to smarter spending.

We are seeking experienced and highly organized Dispatch Managers to lead the daily dispatch operations for our final mile delivery network. This role is responsible for ensuring appliance and furniture deliveries are planned, routed, dispatched, and completed efficiently while maintaining a strong focus on customer service, driver performance, safety, and on-time delivery execution.

The ideal candidate is a strong communicator and problem solver who can manage multiple delivery routes, support drivers and delivery teams, resolve day-to-day service issues, and work closely with warehouse, customer service, and operations teams to ensure a smooth delivery experience for customers.

Key Responsibilities

• Plan, assign, and monitor daily delivery routes for appliance and furniture deliveries.
• Dispatch drivers and delivery teams while ensuring schedules are followed and customer delivery windows are met.
• Review route capacity, delivery volume, staffing levels, and equipment availability to support efficient daily operations.
• Communicate with drivers, warehouse teams, and operations leadership to resolve delivery delays, missed stops, damages, access issues, and customer concerns.
• Track driver performance, on-time delivery results, route completion, service quality, and compliance with company procedures.
• Ensure delivery teams follow proper handling, inspection, photo documentation, safety, and customer service standards.
• Support escalations related to failed deliveries, property damage, product damage, customer complaints, and scheduling conflicts.
• Maintain accurate dispatch records, route notes, delivery updates, and operational reports.
• Identify opportunities to improve route efficiency, reduce costs, advance service levels, and strengthen team accountability.
• Coach, support, and hold drivers and delivery teams accountable for performance, communication, and professional conduct.

Qualifications and Experience

• Previous dispatch, logistics, transportation, or final mile delivery experience is required.
• Experience managing appliance, furniture, home delivery, or bulky goods delivery operations is strongly preferred.
• Proven ability to manage multiple routes, drivers, delivery teams, and changing daily priorities.
• Strong communication skills with the ability to speak professionally with drivers, customers, internal teams, and leadership.
• Strong problem-solving skills and the ability to make quick decisions in a fast-paced environment.
• Experience using routing, dispatch, transportation management, WMS, or delivery tracking systems is an asset.
• Strong attention to detail with the ability to maintain accurate records and follow established SOPs.
• Ability to lead teams, manage performance expectations, and support a culture of accountability and service excellence.
• Working knowledge of delivery safety requirements, driver communication standards, and customer service expectations.
• Flexible availability to support early morning dispatch, peak periods, and operational needs as required.

What We Offer

• Competitive compensation based on experience ($65,000 - $80,000 depending on experience)
• Opportunity to lead a key function within a growing final mile delivery operation.
• Supportive team environment focused on service, accountability, and operational excellence.
• Opportunities for career growth within logistics, transportation, and operations management.