Operations Manager - Surrey

Emterra-Group; Surrey; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Health benefits

Tuition reimbursement

Annual wage increases

Employee discounts

Employee Assistance Program

Professional development opportunities

Job summary

Emterra Group in Surrey, BC, is seeking a Collections Operations Manager to lead the collections operations team and optimize route performance. You will drive safety, efficiency, budgeting, and customer satisfaction while building a high‑performing workforce.

The role emphasizes collaboration with fleet, maintenance, and municipal partners, delivering cost-effective services in a dynamic, fast-paced environment.

Qualifications

• Postgraduate degree or diploma in business, operations management, environmental studies, safety, or related field.
• Progressive experience managing operations, preferably in waste/recycling, logistics, or fleet.
• Experience leading supervisors and frontline teams.
• Driver’s license (Class 3 BC) preferred; ability to obtain may be asset.
• Strong knowledge of budgeting, cost control, and performance management.

Responsibilities

• Lead, manage, and develop the collections operations team, including route supervisors and drivers.
• Provide coaching, training, and performance management for a safe, productive workforce.
• Recruit, onboard, train, and retain operational staff.
• Plan and oversee daily collection operations to meet safety and contractual requirements.
• Monitor route performance, staffing, equipment, and service issues; take corrective action.
• Review route costs and productivity to identify optimization and savings opportunities.
• Lead continuous improvement initiatives for service delivery and customer satisfaction.
• Collaborate with fleet, maintenance, and other leaders to maximize vehicle availability.
• Prepare and review reports; advise senior leadership on operations performance.
• Develop and manage annual operating budgets for collections operations.

Skills

Leadership

Operations management

Route optimization

Budgeting

Fleet operations

Safety compliance

Driver's license

Education

Postgraduate degree or diploma in business or operations management

Tools

Microsoft Office

Fleet management systems

Job description

Who We Are

We are a dynamic, growth-oriented and safety-focused company. Our organization has been deemed to be an “essential service” by providing recycling, resource recovery and waste management services that keep our communities clean and safe and valuable materials within the circular economy. We are looking for energetic and driven team members to support our growing company and play a crucial role in achieving our corporate mission and vision. Emterra Group is proud to be recognized as one of Canada’s Greenest Employers, a certified diverse supplier of the Canadian Aboriginal and Minority Supplier Council (CAMSC), the Canadian Women Business Enterprise National Council (WBE), and WEConnect International.

We are currently searching for a Collections Operations Manager, who will provide leadership and oversight for our collections operations in Surrey, BC. This position plays a key role in ensuring the safe, efficient, and cost-effective delivery of collection services while leading and developing a high-performing operations team. The Collections Operations Manager will oversee daily operations, service performance, route optimization, employee performance, customer service, and continuous improvement initiatives.

What will you do?

• Lead, manage, and develop the collections operations team, including Route Supervisors, drivers, loaders, and other assigned employees.
• Provide leadership, coaching, training, and performance management to ensure a safe, productive, and engaged workforce.
• Support the recruitment, onboarding, training, development, and retention of operational employees.
• Address employee performance concerns and implement corrective action, discipline, and termination procedures in accordance with Company policies and procedures.
• Plan, direct, coordinate, and oversee daily collection operations to ensure services are completed safely, efficiently, and in accordance with customer and contractual requirements.
• Monitor daily route performance, staffing levels, equipment availability, service issues, and operational productivity, taking corrective action as required.
• Review and analyze route costs, productivity, service levels, and operational data to identify opportunities for route optimization, cost savings, and improved efficiency.
• Lead continuous improvement initiatives to enhance collection operations, service delivery, productivity, and customer satisfaction.
• Work closely with Route Supervisors and other operational leaders to address missed collections, service concerns, customer complaints, and other escalated operational issues.
• Respond to and resolve escalated customer and municipal inquiries and complaints with professionalism and urgency.
• Ensure appropriate resources, including staffing, fleet, and equipment, are available to meet daily operational and service requirements.
• Work collaboratively with fleet and maintenance teams to maximize vehicle availability and minimize operational downtime.
• Monitor operational performance against established KPIs, budgets, service standards, and customer or municipal contract requirements.
• Prepare and review analytical, operational, and statistical reports and provide recommendations to senior leadership.
• Develop and manage annual operating budgets for assigned collections operations, including forecasting staffing, fleet, equipment, and other operational requirements.
• Monitor expenditures, identify cost-saving opportunities, and take action to ensure operations remain within budget.
• Support business planning and make recommendations regarding capital expenditures (CAPEX), fleet requirements, equipment, and other operational investments.
• Develop, implement, and maintain operational policies, procedures, and best practices to support safe and efficient collection operations.
• Promote and maintain a strong safety culture and ensure employees understand and comply with all health and safety legislation, Company policies, and safe work procedures.
• Investigate operational and safety incidents and support the implementation of corrective actions to prevent recurrence.
• Conduct regular performance reviews and support the development of operational employees and emerging leaders.
• Build strong working relationships with internal stakeholders, customers, municipal partners, and other external service providers.
• Stay current on industry trends, technologies, regulations, and best practices related to waste collection, recycling, resource recovery, fleet operations, and service delivery.
• Perform other related duties as assigned.

What will you bring?

• A post graduate degree or diploma in business, operations management, environmental studies, safety, or a related field
• Progressive experience managing operations, preferably within waste and recycling, transportation, logistics, fleet, or another fast-paced field-based environment.
• Demonstrated experience leading and developing supervisors and frontline operational teams.
• A valid Class 3 BC Driver’s License is preferred; the ability to obtain one may be considered an asset.
• Strong knowledge of operational planning, route optimization, productivity management, budgeting, cost control, and performance management.
• Experience managing fleet-based or field-based operations is considered a strong asset.
• Strong leadership and people management skills, with the ability to build accountability, engagement, and a high-performing team.
• Strong analytical and problem-solving skills, with the ability to interpret operational and financial data and make sound business decisions.
• Experience managing customer service levels and responding to escalated service concerns.
• A strong commitment to workplace health and safety and experience promoting safe work practices.
• Experience using Microsoft Office and operational, fleet, reporting, or business systems.
• Excellent communication and interpersonal skills, with the ability to work effectively with employees, customers, municipal partners, and senior leadership.
• The ability to work independently, manage competing priorities, and make effective decisions in a fast-paced operational environment.

Work Environment

• Use of motor coordination with fine dexterity (e.g., typing, equipment handling) most of the day
• Occasional lifting of objects over 30 pounds
• Rare exposure to occupational risks (e.g., cuts, chemicals)
• Occasional exposure to weather, noise, dirt, or odors
• Normal work locations include office settings, collection vehicles, operational facilities, and maintenance shops

Reasons to Apply, Stay and Grow with Emterra Group

• Opportunity to be part of one of Canada’s Greenest Employers!
• Competitive wages and annual wage increases!
• Comprehensive health benefits (drug, dental, vision, LTD, life insurance)!
• Employee Assistance Program, paid for by the Company!
• Tuition reimbursement program and professional development support!
• Employee discount programs!
• Be part of an organization that wants to learn and grow!
• Ability to have impact and make change!

Emterra Group is committed to maintaining an equitable, fair, and diverse environment. Any applicants who have a disability or require reasonable accommodation may speak directly with our Human Resources Department. Reasonable accommodations will be assessed on a case-by-case basis. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status