Customer Operations Manager

Doka’s expertise in formwork technology is unparalleled in the industry. We are proud of the difference we make globally – from the Burj Khalifa to hydroelectric generating stations and the Brenner Base Tunnel. With nearly 7,000 employees in over 160 distribution and logistics facilities across more than 70 countries, our success is built on collaborative teamwork, flexible work hours, competitive wages, bonuses, training opportunities and a comprehensive benefits program including RRSPs. Job Description As the Customer Operations Manager at Doka Canada, you will lead and support the Operations Coordinators within your local branch, ensuring efficient, customer-focused and accurate order execution. Reporting directly to the Regional Operations Manager, East, you will coordinate between Sales, Technical Department, Yard and Customer Operations teams, champion consistency, customer experience and operational excellence by implementing best-in-class processes and systems within your branch. Key Responsibilities Lead and support branch Operations Coordinators, ensuring consistent processes and strong customer experience. Oversee and continuously improve the full order-to-delivery process, including project setup, credit checks, order processing, shipping and invoicing. Partner with Sales, Technical Department and Yard teams to ensure on-time and accurate fulfillment of customer orders, aligned with Doka standards and branch priorities. Implement and maintain standardized operational processes and tools that enhance efficiency, accuracy and collaboration across functions. Monitor branch performance indicators such as order accuracy, timeliness and customer satisfaction, taking corrective actions where required. Support the Regional Operations Manager in driving operational excellence, process audits, data accuracy and continuous improvement initiatives. Ensure compliance with all safety, quality and corporate policies across operational activities in your branch. Serve as the primary escalation point for customer or process issues, resolving challenges promptly and reinforcing a culture of accountability and service. Train, mentor and guide Operations Coordinators to ensure capability, engagement and alignment with company standards. Collaborate closely with Customer Operations, Technical Department and Safety Committee teams to ensure smooth end-to-end coordination from order initiation to project completion. Oversee facility management and office environment operations, ensuring a safe, organized and efficient workspace that supports daily branch activities. Qualifications Education and Experience Bachelor’s degree or diploma in Business Administration, Supply Chain Management or a related field. Minimum 5 years of experience in operations, logistics or customer service within a construction, manufacturing or technical environment. Strong knowledge of order processing, inventory management and customer fulfillment processes. Proven experience in branch-level operations or customer support leadership. Proficiency in Microsoft Office applications and ERP/order management systems. Characteristics for Success Customer-Focused: Every process and interaction enhances the customer’s experience and supports branch success. Collaborative Leader: Builds trust and alignment with branch teams and cross‑functional partners through clear communication and teamwork. Process‑Driven: Identifies inefficiencies, implements standardized workflows and continuously improves branch operations. Analytical: Uses data and performance insights to monitor branch results and drive informed decisions. Adaptable: Responds quickly to changing priorities and customer needs in a fast‑paced environment. Accountable: Takes ownership of branch performance, ensuring operational commitments and service expectations are consistently met. Role Model: Leads by example, embodying Doka’s guiding principles of integrity, trust, collaboration and continuous improvement. #J-18808-Ljbffr