Operations Manager, Logistics Centre

Role overview

Workplace

• The workplace is on-site in London, Ontario.

Operations responsibilities

• Coordinate patient transportation while meeting service-level agreements, regulatory requirements, and organizational objectives.
• Foster a customer-first culture focused on professionalism, empathy, and efficiency.
• Monitor service levels, passenger volumes, margins, performance, and bookings.
• Improve ordering, telephone handling, procedures, processes, systems, and automation.
• Create service plans and provide solutions for opportunities raised by customer service, operations, and sales.
• Lead cooperation between on-road vehicles and dispatch services.
• Ensure employees follow company policies and regulations and take corrective action when needed.

Leadership responsibilities

• Provide leadership, coaching, development, scheduling, and performance management for team members.
• Hire, onboard, and train personnel to maintain high customer service standards.
• Lead team meetings, explain expectations, and coach employees on processes and practices.
• Create a welcoming and motivating work environment.

Reporting responsibilities

• Prepare reports and analyze call centre data to improve processes, allocate resources, and maximize efficiency and customer satisfaction.
• Assist management in identifying trends and establishing call centre goals.

Hours and scheduling

• The logistics centre operates 24 hours a day, 7 days a week, 365 days a year.
• The current shift covers 40 hours per week, Monday to Friday, from 8:30 a.m. to 5:00 p.m.
• Flexibility is required for alternate shifts, evenings, weekends, statutory holidays, and on-call coverage.

Candidate requirements

• A university degree, college diploma, or equivalent experience is required.
• Leadership experience in operations, call centre, or transportation is required; call centre or dispatch centre management experience is preferred.
• Extensive customer service experience in a high-volume, fast-paced environment is required.
• Experience managing budgets, financial performance, operational KPIs, and P&L is required.
• Strong leadership, people management, relationship-building, stakeholder management, problem-solving, decision-making, and communication skills are required.
• Proficiency in Microsoft Office, Power BI, and operational systems is required.
• Santa Cruz experience and healthcare accreditation or IPAC experience are assets.
• A valid Ontario Class G driver's licence, clean driver's abstract, and clear criminal record search are required.

Compensation

• The compensation range is $75,000 to $85,000; the payment cadence is not specified.

Benefits

• Benefits include an Employee Assistance Program, RRSP program, employee referral bonus, employee recognition, and career development opportunities.
• The company offers comprehensive benefits packages for full-time employees and opportunities within a growing global transportation provider.