Delivery Operations Manager

: 1260306

**Who we are**
As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable, and passionate, and who enjoy finding solutions.

If that’s you, let’s work, learn, and grow together.

**We are building an inclusive and diverse team**:
Staples Canada is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

**Some of what you will do**:
Our North American Supply Chain network brings technology and people together in innovative ways to deliver state-of
- the-art products, services, and expertise. Our extensive portfolio of opportunities span from traditional inventory, fulfillment and delivery to specialized strategy, automation, engineering, analytics, leadership, and logistics. Our diverse network paired with a continued commitment to and investment in our people, process, platforms and the communities in which we live and serve are the foundation on which we build our bright future.

**Specifically, You Will**:

- Interacts independently with third party couriers to identify and implement operations best practices
- Reviews service issues to identify root cause and create solutions in conjunction with third party couriers and Staples teams (FC, etc.)
- Performs business reviews with third party couriers to evaluate service levels and address issues
- Partners with Carrier Management to assess and on board courier partners. Typical contract is 3 years for courier partners.
- Interacts directly with the following business units:
Sales:

- Partner with sales teams as required resolving existing issues and developing new business opportunities
- Provide support in setting up transportation/delivery requirements of all new customers as required

Courier selection:

- Work with Carrier Management as required providing operational assessment of potential courier partners

Customer logistics:

- In conjunction with courier operational leadership teams, identify customer information required for effective service. This includes, but is not limited to:end point delivery information, time window requirements and other changes in customer delivery expectations

Finance:

- Contribute to annual budget development as required
- Monitor variance between performance and budgeted costs
- Ensure timely communication of issues impacting cost and work with Staples Audit Team to identify and resolve billing/ invoice issues

Transportation Operational Support:

- Work with Trans Ops Support to establish capacity management controls, routing needs and Lowest Cost Algorithm settings as required to optimize courier performance and ensure consistent service levels within the market while maintaining the required balance between service and overall cost to Staples
- Fulfillment Center:

- Liaison with FC leadership and functional owners to ensure support of courier operational needs (line hauls, sorts, etc.) while maintaining the lowest possible Staples operations cost
- Global Loss Prevention:

- Partner with GLP as required identifying root cause of Cargo Loss and implementing continuous improvement to processes as needed; facilitate action plans indicated by GLP audits as needed
- Other cross functional partnerships as assigned Innovation and Change: - Responsible to identify and correct root cause procedural issues negatively impacting service levels and cargo loss

Communication:

- Effectively communicate across multiple internal and external teams, to include:
- Clearly establish Staples expectations with courier operational leadership teams and audit for compliance as needed
- Provide single point of contact for Staples sales and customer service to escalate service issues and ensure timely communication and resolution as a liaison to courier leadership
- Ensure that the Director, Regional Delivery Operations is informed of service level trends, performance issues and action plans put in place for resolution

Impact on Business:

- Responsible for delivery of $156M in sales
- Manages last mile delivery for 3 SDO’s and multiple courier locations on average (different locations within Alberta and Saskatchewan)
- Strategic in process development, tactical in daily delivery completion and delivery orientation in balancing courier versus UPS modality

**Some of what you need**:

- Bachelor’s Degree Experience: - 4-6 years of related experience.
- Must be able to influence direction with couriers through effective relationship building and communication skills
- Strong team based