Senior Logistics Manager

General Summary: The Sr. Manager of Appliance Delivery Operations is responsible for leading and scaling appliance delivery operations across Quebec. This role provides strategic oversight, ensures alignment with performance targets, and drives a superior service experience for customers and end users. Accountable for key performance indicators (KPIs) such as SLA compliance, customer satisfaction, driver performance, and asset utilization, the Sr. Manager plays a pivotal role in developing strong teams, cultivating client partnerships, and fostering a culture of care, accountability, and operational excellence throughout the delivery network. Primary Duties and Responsibilities:

Build and lead a high-performing appliance delivery operation across Quebec, consistently exceeding defined service and performance metrics. Govern all appliance delivery operations within the province, ensuring operational excellence and outstanding customer experiences. Work closely with the Driver Programs team to reduce driver turnover while managing a hybrid fleet of internal and crowdsourced drivers. Ensure all drivers are properly trained to perform appliance deliveries and related services (e. g. , installation, door swing changes, accessory setup). Confirmed drivers are equipped with the required tools and supplies (e. g.

, spare parts, blankets, booties, carpet runners, dollies, straps) to prevent damage and complete services on the first visit. Implement systems to detect and monitor driver behaviour and performance patterns, and address issues with constructive, solutions-oriented feedback. Maintain compliance with all applicable driver-related legal requirements at the federal, provincial, and local levels. Support recruitment efforts by interviewing candidates, assessing experience, skills, and fit, and participating in community and hiring events as needed. Collaborate with internal stakeholders and clients to manage driver availability, resolve delivery-related issues, and ensure service coverage based on volume, distance, and customer requirements.

Contribute to strategic planning by supporting the development of short- and long-term goals, annual business plans, and driver-related budgets. Promote our client's mission and values internally and externally through strong leadership and relationship-building. Manage, coach, and support direct reports by setting clear expectations, providing feedback and development opportunities, and holding team members accountable for performance. Oversee assigned budgets while continuously identifying opportunities for revenue growth and cost optimization. Perform other duties and special projects as assigned. Qualifications & Skills:

Minimum 10 years of progressive experience in logistics and/or transportation management, with specific expertise in managing large fleets and appliance delivery operations. Direct customer service experience within a logistics or last-mile delivery environment is required. Proven leadership and team management skills with a track record of achieving high performance and operational excellence. Strong organizational, strategic planning, and execution capabilities. Exceptional verbal and written communication skills in both English and French; confident in writing, presenting, and speaking with stakeholders at all levels. Demonstrated ability to build and maintain strong, trust-based relationships with internal teams, business partners, and customers.

Skilled at making timely, confident decisions under pressure and managing competing priorities. Solid understanding of financial reporting, budgeting, and cost management principles. Strong computer literacy, including proficiency in Microsoft Word, Excel, PowerPoint, Adobe products, and email platforms. High level of critical thinking, logical reasoning, and analytical skills to solve complex problems and drive continuous improvement. Personally aligned with values of integrity, accountability, high standards, and ethical leadership. Working Conditions: Work is split between an office environment and an on-site presence at the departure warehouse on a daily basis. Regular travel throughout the province of Quebec is required.

Occasional travel within Canada and the United States may be required.