Operations Manager

Job Overview

We are seeking an experienced, hands-on Operations Manager to oversee the daily operational functions at Miller's Home Hardware Building Center, including yard operations, customer service, merchandising direction, and staff leadership. This role is central to maintaining exceptional customer experiences, ensuring operational efficiency, and aligning our store teams with the long-term strategic vision of ownership.

The ideal candidate is a strong communicator, a proactive problem-solver, and a confident leader who thrives in a dynamic retail setting.

Responsibilities

• Personnel Leadership & Management

· Directly supervise Cashiers, Receiving Room staff, and all Yard personnel.

· Lead hiring, training, task delegation, performance evaluations, and progressive discipline processes.

· Manage underperformance, including delivering formal writeups, clarifying consequences, and conducting timely return-to-work meetings in partnership with the HR Manager.

· Oversee staff scheduling, coordinate time-off requests, and communicate coverage adjustments with other managers.

Customer Service Performance

· Monitor and coach all customer service interactions performed by directly supervised teams (yard, receiving, and cashiers).

· Ensure consistent delivery of exceptional customer experiences and strengthen staff service capabilities.

Merchandising Oversight (Logistics Focus)

· Manage store merchandising strategies including PAMP and Power Isle product selection and layout.

· Review retail metrics with the Retail Manager and adjust merchandising plans accordingly.

· Develop and present strategies for End Caps and the PAMP Aisle.

Yard & Facility Management

· Oversee exterior building presentation, product displays, cleanliness, and required maintenance.

· Collaborate closely with Yard and Retail Managers to ensure timely completion of facility tasks.

Standard Operating Procedures

· Build and implement Yard SOPs covering productivity expectations, materials selection, load checking, staffing requirements for load handling, and delivery experience standards.

· Partner with Yard leadership to ensure consistent adoption across staff.

Cull & Waste Management (Core Owner)

· Monitor and reduce waste, damage, and cull levels in the yard.

· Introduce and maintain best practices to improve yard cleanliness and minimize shrink.

· Conduct regular reviews with Yard Foreman and Warehouse Managers to evaluate adoption and effectiveness of process changes.

Inventory Control Systems (Core Owner)

· Develop systems to monitor store-use products and reduce write-off waste.

· Identify dead or slow-moving inventory and implement strategies to clear stock while maintaining responsible write-off levels.

Internal Staff Events

· Serve as Director of Internal Staff Events, overseeing planning, coordination, and execution.

· Provide feedback and improvement recommendations to the management team.

Strategic Alignment

· Implement and communicate the Store Owners' strategic vision to all departments.

· Ensure alignment and clarity across the Management Team.

Communication & Reporting

· Provide ongoing updates to the General Manager and Owner regarding operational strategies, challenges, and wins.

· Recommend staffing levels required to sustain high standards in customer service, merchandising, and facility cleanliness.

· Maintain daily communication with the General Manager and Retail Manager to address issues and celebrate progress.

Safety & Compliance

· Ensure complete implementation of all safety training and daily compliance initiatives in collaboration with the HR Manager.

· Support the Retail Manager in distributing and enforcing Head Office communications.

Interdepartmental Coordination

· Work collaboratively with all department managers to ensure seamless service and cohesive operations.

Coverage

· Provide coverage for the Retail Manager on days off and help maintain seamless store operations.

· Work opposite weekends of the Retail Manager to ensure consistent leadership presence and performance standards.

Qualifications

· 3–5+ years of operations or management experience in retail, logistics, or related fields.

· Strong leadership, communication, and conflict-resolution skills.

· Proven ability to manage multiple teams and operational functions.

· Experience with inventory control, merchandising, and facility management preferred.

· High level of organization, accountability, and strategic thinking.

· Ability to work weekends and flexible hours as required.

Why Join Us?

· Competitive salary and performance-based incentives

· Target-aligned performance compensation program

· Comprehensive benefits package (health, dental, retirement plan, etc.)

· Opportunities for professional growth and leadership development

· Supportive, team-oriented environment

Job Type: Full-time

Pay: $30.00-$32.00 per hour

Expected hours: 40 – 44 per week

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• RRSP match
• Vision care

Work Location: In person