Lead North American Operations Customer Solutions

Purolator; Vaughan; On-site; CAD 110,000 - 140,000; Full time

Job summary

Purolator is seeking a Lead North American Operations Customer Solutions in Vaughan, ON, to represent the Senior Director on sales requests and oversee cross-functional teams addressing client concerns and projects. The role focuses on scope, objectives, risks, and stakeholder alignment across geography-wide initiatives.

You will work with internal and external partners, manage onboarding and deployment plans, drive cost controls, and strive for revenue growth while ensuring customer

Qualifications

• Over 4 years of progressive experience, including at least 5 years in operations within Purolator or similar transportation/logistics leaders.
• Deep knowledge of courier, freight, logistics, and North America geography.
• Ability to learn Purolator‑specific systems such as Salesforce, Medgate, Qlikview Dashboards, FMR, and daily tracking.
• Advanced Purolator operations acumen.
• High level of oral and written communication skills.
• Project management experience.
• Advanced knowledge of MS Office suite.

Responsibilities

• Support Account Executives with service escalations, developing and managing relationships with internal and external customers.
• Provide national-scope sales and customer support, representing Operations in customer needs analysis, handling service questions/concerns, and meeting national customers when required.
• Work with internal stakeholders to identify cost and network impacts.
• Develop onboarding and deployment plans, manage resource allocation and master schedules, conduct risk analysis, and lead project reviews.
• Participate in adhoc projects, collaborating with key subject matter experts across the head office and field.
• Manage and oversee client programs and projects from conception to implementation, focusing on customer satisfaction through relationship building.
• Analyze customer requirements and coordinate with operational staff for integrated distributions across geographies.
• Determine facility and labor requirements and collaborate with other operations and business lines to identify appropriate facilities and manpower.
• Guide Process Owners and stakeholders through deliverables to execute desired outcomes.
• Strategize, build, and maintain new initiatives, identifying short-term and long-term opportunities aligned with corporate objectives.
• Focus on cost controls, reductions, revenue generation, and overall customer and stakeholder satisfaction.
• Drive revenue by interfacing with sales and operations to generate growth within the geography.
• Provide summary-level reporting of productivity, revenue, and service.

Skills

Communication skills

Project management

Operations acumen

MS Office proficiency

Education

University degree equivalent

Tools

Salesforce

Medgate

QlikView

FMR

Job description

Lead North American Operations Customer Solutions

Date: 15 Jul 2026

Location: Vaughan, ON, CA, L4K 5N1

Work Location Type: Professional

As Canada’s leading integrated freight, package, and logistics provider, we’ve helped promises get where they need to be for more than 60 years. The journey starts with you. The places we go, the elements we brave, the promises we deliver – it’s all possible because of our people. Whether you’re looking to build new skills, make an impact in your community, or inspire your team, we go there for you.

Description

Within the North American Solutions Design Team, this role will represent the Senior Director of North American Solution Design on sales requests, including priority initiatives as defined by the Senior Director. The Lead will collaborate with internal and external stakeholders and oversee cross‑functional teams regarding client concerns, initiatives, and projects. The Lead will also strategize on project scope, objectives, and risks, critical and non‑critical paths, ensuring stakeholder engagement and alignment.

Responsibilities

• Support Account Executives with service escalations, developing and managing relationships with internal and external customers, probing and interpreting complex or sensitive issues and fostering accountability.
• Provide national‑scope sales and customer support, representing Operations in customer needs analysis, handling service questions/concerns, and meeting national customers when required.
• Work with internal stakeholders to identify cost and network impacts.
• Develop onboarding and deployment plans, manage resource allocation and master schedules, conduct risk analysis, and lead project reviews.
• Participate in adhoc projects, collaborating with key subject matter experts across the head office and field.
• Manage and oversee client programs and projects from conception to implementation, focusing on customer satisfaction through relationship building.
• Analyze customer requirements and work with functional groups to develop solutions, coordinating with operational staff in other divisions for integrated distributions across geographies.
• Determine facility and labor requirements and collaborate with other operations and business lines to identify appropriate facilities and manpower.
• Guide Process Owners and stakeholders through deliverables to execute desired outcomes.
• Strategize, build, and maintain new initiatives, identifying short‑term and long‑term opportunities aligned with corporate objectives.
• Focus on cost controls, reductions, revenue generation, and overall customer and stakeholder satisfaction.
• Account for non‑standard customer expectations and work with stakeholders to identify cost impacts.
• Drive revenue by interfacing with sales and operations to generate growth within the geography (new and existing customers), presenting solutions to prospective and current customers.
• Provide summary‑level reporting of productivity, revenue, and service.

Experience and Qualifications

• Over 4 years of progressive experience, including at least 5 years in operations within Purolator or similar transportation/logistics leaders.
• Deep knowledge of courier, freight, logistics, and North America geography.
• Ability to learn and understand Purolator‑specific systems such as Salesforce, Medgate, Qlikview Dashboards, FMR, and daily tracking.
• Advanced Purolator operations acumen.
• High level of oral and written communication skills.
• Project management experience.
• Advanced knowledge of MS Office suite.

Education

Equivalent to a university graduation in general courses—analytical, critical thinking, and research skills gained.

Language Requirement

No language requirements for this position.

Posting Details

Location: Corporate (530)

Working Conditions: Office Environment

Reports to: Senior Manager North American Strategic Customer Support

Equal Opportunity

Purolator is an equal‑opportunity employer committed to diversity and inclusion. We welcome all qualified applicants and provide accommodations during the recruitment process upon request.