North American Operations Customer Engagement Lead

Purolator; Vaughan; Hybrid; CAD 120,000 - 150,000; Full time

Job summary

Purolator in Vaughan, Ontario seeks the North American Operations Customer Engagement Lead to support the Sr Director in sales requests and oversee cross-functional teams addressing client concerns and projects. The role focuses on strategy, scope, risks, onboarding plans, and resource management to ensure successful outcomes and strong customer satisfaction across North America.

The candidate should have extensive operations experience in logistics, NA geography knowledge, and proficiency with

Qualifications

• Represent Sr Director in sales requests and client initiatives.
• Collaborate with internal and external stakeholders across functions.
• Strategize project scope, objectives, risks and paths for delivery.
• Lead cross-functional teams to address client concerns and opportunities.
• Demonstrate strong communication and organizational skills.

Responsibilities

• Support Account Executives with service escalations and client relationships.
• Represent Operations in Customer needs analysis and meetings with National customers.
• Identify cost and network impacts with internal stakeholders.
• Develop onboarding deployment plans and manage resources and schedules.
• Lead risk analysis and project reviews with the team.
• Oversee client programs from conception to implementation for satisfaction.

Skills

Systems knowledge

Project management

Communication skills

NA geography awareness

Sales/support collaboration

Education

University degree (Analytical/General)

Tools

Salesforce

Medgate

Qlikview Dashboards

FMR

Daily tracking

Job description

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North American Operations Customer Engagement Lead

Date: 15 Sept 2026

Location: Vaughan, ON, CA, L4K 5N1 Saint-Laurent, Quebec, CA, H4S 2E7 Edmonton, AB, CA, T6N 1K3 Winnipeg, MB, CA, R3H 1C9 Richmond, British Columbia, CA, V7B 1M5 Calgary, AB, CA, T2E 8Z9

Work Location Type: Professional

It’s not a package. It’s a promise®.

As Canada’s leading integrated freight, package, and logistics provider, we’ve been helping promises get where they need to be for more than 60 years. How does the magic happen?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. So, whether you’re looking to build new skills, make an impact in your community, or inspire your team, we go there for you.

Description

North American Operations Customer Engagement Lead

Within North American Solutions Design Team, this role will be responsible to represent Sr Director of North American Solution Design with sales requests including priority initiatives as defined by the Sr Director. The North American Operations Customer Solutions Lead will collaborate with internal and external stakeholders and oversee cross-functional teams regarding client’s concerns, initiative and projects. In addition, the Lead will strategize on project scope, objectives, and risks, critical and non-critical paths, ensuring stakeholder engagement and alignment.

We are considering candidates across North America for this role.

Responsibilities

• Support Account Executives with service escalations in developing and managing relationships with internal and external customers where contact involves probing and interpretation in dealing with complex or sensitive issues and/or gaining cooperation with accountability.
• National in scope Sales and Customer support, representing Operations in Customer needs analysis, Customer service questions/concerns, and meeting with National customers when required.
• Working with internal stakeholders to identify cost and network impacts.
• Responsible for developing onboarding deployment plans, managing resource allocation, and master schedules, as well as risk analysis, and leading project reviews.
• Adhoc projects, collaborating with key subject matter experts throughout the head office and the field.
• Manage and oversee client programs and projects, from conception to implementation; both from a high-level perspective as well as detailed business analysis, with a focus on achieving and sustaining customer satisfaction, through building customer relationships.
• Analyze customer requirements and work with all functional groups to develop customer solutions including coordinating with operational staff in other divisions for integrated distributions across geographies.
• Determine facility and labor requirements and work with other operations and lines of business to identify appropriate facilities and manpower.
• Guide the Process Owners and other stakeholders through the required deliverables to execute the desired outcome of the project or task.
• Strategize, build, and maintain new initiatives, identify short-term and long-term opportunities that align with corporate objectives.
• Continually focus on cost controls and reductions, revenue generation, and overall customer and stakeholder satisfaction.
• Account for non-standard customer expectations and work with internal stakeholders to identify cost impacts.
• Drive revenue by interfacing with sales/operations to generate growth within the geography (new and existing customers), including presenting solutions to existing and new customers.
• Provide summary level reporting of productivity, revenue, and service.

Experience

• Over 4 years and including 5 years (generally progressive experience).
• Vast Operations experience within Purolator or other Transportation/Logistics leaders.
• Knowledge of Courier, Freight, Logistics and North America geography.
• Ability to learn and understand Purolator-specific systems (Salesforce, Medgate, Qlikview Dashboards, 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 University Graduation in General Courses - Analytical, critical thinking, and research skills gained.

Language Requirement: There are no language requirements for this position.

POSTING DETAILS
Location: 530 - Corporate
Working Conditions: Office Environment

Reports to: Senior Manager North American Strategic Customer Support
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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.

Purolator complies with Canadian law in all recruitment practices. During pre-screening, we may use an Artificial Intelligence (AI) tool, supported by human oversight, to efficiently manage tasks such as resume screening and candidate matching, enabling our team to connect with qualified candidates faster.

Personal information is used solely for recruitment and managed in accordance with privacy legislation. For AI-related inquiries only, contact [e-mail].

We recognize that employees and their families are essential to our success. We strive to provide a safe, healthy, and supportive workplace, ensuring the right people have the tools they need to thrive.

Every day at Purolator is an opportunity to connect with colleagues, customers, and communities to make a positive impact. Learn more about our values at www.purolator.com .

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