North American Operations Customer Engagement Lead

Purolator Inc.; Vaughan; On-site; CAD 95,000 - 135,000; Full time

Job summary

Purolator Inc. is seeking a North American Operations Customer Engagement Lead to collaborate with the Senior Director of North American Solution Design.

You will oversee cross‑functional teams, manage client programs from conception to implementation, and ensure stakeholder alignment across sales and operations. Ideal candidates bring 4+ years in operations, strong communication, and experience with Purolator systems and a matrix organizational structure.

Qualifications

• Progressive experience in operations, including 4+ years and 5 years in operations.
• Strong communication skills and ability to manage multiple stakeholders.
• Experience with logistics or transportation platforms and data analysis.

Responsibilities

• Support sales with customer escalations and maintain relationships with clients.
• Provide national scope sales and customer support across North America.
• Develop onboarding deployment plans and manage resources and schedules.
• Lead cross‑functional projects and provide high‑level business analysis.
• Drive revenue by aligning sales and operations to growth opportunities.

Skills

Stakeholder management

Project management

Communication

MS Office

Education

University degree

Tools

Salesforce

Qlikview

Medgate

FMR

Job description

Purolator is Canada's leading integrated freight, package, and logistics provider, helping promises get where they need to be for more than 60 years.

Description

North American Operations Customer Engagement Lead

Within the North American Solutions Design Team, this role represents the Senior Director of North American Solution Design for sales requests and priority initiatives. The Lead collaborates with internal and external stakeholders and oversees cross‑functional teams regarding client concerns, initiatives and projects. The Lead strategizes on project scope, objectives, 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, and interpreting complex or sensitive issues.
• Provide national scope sales and customer support, representing operations in customer needs analysis and service questions/concerns.
• Work with internal stakeholders to identify cost and network impacts.
• Develop onboarding deployment plans, manage resource allocation, master schedules, risk analysis, and lead project reviews.
• Collaborate on ad‑hoc projects with subject matter experts across head offices and field.
• Manage and oversee client programs and projects from conception to implementation, building high‑level and detailed business analysis for customer satisfaction.
• Analyze customer requirements and coordinate with operational staff across divisions for integrated distribution.
• Determine facility and labor requirements by partnering with other operations and lines of business.
• Guide Process Owners and stakeholders through deliverables to achieve project 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 identify cost impacts with internal stakeholders.
• Drive revenue by interfacing with sales/operations to generate growth within the geography.
• Provide summary‑level reporting of productivity, revenue, and service.

Experience

• At least 4 years of progressive experience, including 5 years in operations.
• Extensive operations experience within Purolator or other transportation/logistics leaders.
• Knowledge of courier, freight, logistics, and North America geography.
• Ability to learn and use Purolator‑specific systems (Salesforce, Medgate, Qlikview, FMR, daily tracking, etc.).
• Above‑average Purolator operations acumen.
• High level of business 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.

Language Requirement

No language requirements for this position.

Posting Details

Location: 530 — Corporate

Working Conditions: Office Environment

Reports to: Senior Manager North American Strategic Customer Support

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.