Delivery Operations Manager (925)
820 Cliveden Place, Delta, BC
Logistics – Delivery (Management) /
Permanent /
On-site
Working at Trail Appliances means joining an entrepreneurial-minded, driven team dedicated to delivering an exceptional customer experience. Trail Appliances is the leading independent appliance retailer in Western Canada. We’re a fast-growing company with over 500 employees in British Columbia, spread out over 10 showrooms, 3 Outlet Centres, 3 distribution centres, and 4 offices in BC's major markets. Join our team of trailblazers!
Our core values:
Integrity – We do what’s right, even when no one is looking.
Improvement – We do it well. Then we do it better.
Caring – We put ourselves in others’ shoes.
Authenticity – We like people, not pretense.
Determination – We kick down walls.
Trail Appliances is seeking a dynamic Delivery Operations Manager to lead our Delivery Team in providing safe, timely, and efficient in-home appliance deliveries. Reporting directly to the Director of Delivery Excellence, this role is pivotal in upholding our commitment to exceptional customer service and operational excellence.
As a key leader, you will foster a high-performance culture, inspire your team, and drive continuous improvement across all aspects of delivery operations. You’ll be responsible for building and maintaining a best-in-class delivery team while ensuring key performance indicators and customer satisfaction goals are consistently met.
As the Delivery Operations Manager, you will…
Lead and Inspire
- Promote a positive, professional, and safety-focused work environment.
- Coach and motivate team members to meet performance goals and deliver exceptional customer experiences.
- Facilitate weekly performance meetings and implement action plans aligned with business objectives.
- Earn trust by spending time in the field with your team.
Drive Operational Excellence
- Oversee all delivery operations to ensure safe, timely, and efficient service.
- Optimize delivery routes and staffing schedules for maximum efficiency.
- Manage dispatch operations and support the dispatch team to ensure smooth coordination.
Champion Change and Improvement
- Lead change initiatives with effective strategies that encourage team adoption and minimize resistance.
- Identify and implement cost-saving and process improvement opportunities.
- Contribute to the development and enhancement of Trail’s delivery training program.
Enhance Customer Experience
- Resolve escalated delivery-related customer issues with urgency and professionalism.
- Monitor and reduce customer damage claims through proactive training and process improvements.
Manage Assets and Resources
- Oversee truck leases, maintenance, and damage reporting.
- Coordinate recruitment and onboarding for delivery team members.
Ensure Safety and Compliance
- Enforce safety protocols and provide ongoing training to support a safe working environment.
The education we need
- Post-secondary education required.
- Certification in Logistics, Transportation, or Distribution is an asset.
The experience and skills we need
- Minimum 5 years in distribution, logistics, or customer service, including last-mile and in-home delivery.
- 3–5 years in a delivery management role.
- Experience in warehouse operations is an asset.
- Proven track record of leading and developing teams.
- Strong financial acumen, including budgeting and P&L management.
- Advanced proficiency in Excel, Access, Outlook, and routing/mapping software.
- Excellent interpersonal, communication, and decision-making skills.
- Strong analytical and problem-solving abilities.
- High initiative, energy, and ability to work independently or collaboratively.
- Familiarity with local geography is essential.
We hope you are passionate about
- Coaching and developing teams.
- Commitment to continuous improvement and customer-centric service.
- Ability to lead change and drive results in a fast-paced environment.
- Collaborative mindset and strong sense of urgency.
- Building teams that win together
Work Environment
- Primarily based in office and warehouse settings.
- Occasional field visits required.
- Occasional travel within British Columbia
Why Join Trail
- Showroom environment
- Paid time off
- Generous employee discounts
- Employee Recognition Program
- Extended health care and dental coverage
- Gym membership discount
- Professional Development Programs
- Career Progression
- Company events
INDHP
We inspire possibilities, make shopping ridiculously easy, and help create special moments at home. Are you ready to meet your team?
