Customer Operations Manager

Company Description

Doka's expertise in formwork technology is unparalleled in the industry and we are proud of the difference we make globally "It's not just formwork – it's DOKA" is impressively demonstrated worldwide in buildings like the Burj Khalifa (Dubai), in hydroelectric generating stations like the Keeyask (Nelson River in northern Manitoba) – and in parts of the Brenner Base Tunnel (European Alps). Collaborative teamwork of nearly 7000 employees in over 160 distribution/logistics facilities in more than 70 countries is one of the primary reasons behind our success. With more than 150 years of history as a family owned company, we recognize and appreciate our employee's work every day by rewarding them with flexible work hours, competitive wages, bonuses, training/development opportunities and a comprehensive group benefits program including RRSPs.

Job Description

As the Customer Operations Manager at Doka Canada, you are responsible for leading and supporting the Operations Coordinators within your local branch to ensure efficient, customer-focused, and accurate order execution. Reporting directly to the Regional Operations Manager, East, this role ensures seamless coordination between, Sales, Technical Department, Yard, and the Customer Operations teams. You will champion consistency, customer experience, and operational excellence by implementing and maintaining best-in-class processes, systems, and collaboration within your branch.

Key Responsibilities:

• Lead and support Operations Coordinators at your branch, ensure consistent processes, service standards, and strong customer experience.
• Oversee and continuously improve the full order-to-delivery process within your branch, 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 tool that enhance efficiency, accuracy, and collaboration across functions.
• Monitor branch performance indicators such as order accuracy, timeliness, and customer satisfaction, and take 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 at your location, 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 application and ERP/order management systems.

Additional Information

Characteristics for success:

• Customer-Focused: Ensure every process and interaction enhances the customer's experience and supports branch success.
• Collaborative Leader: Build 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: Lead by example, embodying Doka's guiding principles of integrity, trust, collaboration, and continuous improvement.