Operations Manager

Operations Manager – Logistics, Inventory & Customer Experience Company: Backcountry Recreation Location: Victoria /Vancouver, BC Job Type: Full-Time, Permanent Compensation: Competitive salary based on experience About Backcountry Recreation Backcountry Recreation is one of Canada's leading outdoor sauna and wellness companies, specializing in premium outdoor saunas, hot tubs, cold plunges, and related products. Founded in 2014 on Vancouver Island, we've grown into a nationally recognized brand serving customers across Canada. Our success is built on providing high-quality products, exceptional value, and outstanding customer service. As our company continues to grow, we're looking for an experienced, organized, and solutions-oriented Operations Manager to oversee our inventory, logistics, and customer support operations. About the Role We're seeking a hands-on Operations Manager who thrives in a fast-paced environment and enjoys solving problems, improving processes, and keeping operations running smoothly. This position plays a critical role in ensuring our products are properly managed, orders are fulfilled efficiently, and customer issues are resolved professionally and promptly. The ideal candidate is a strong leader who can work independently, take ownership of challenges, and coordinate multiple departments to deliver results. Key ResponsibilitiesInventory & Warehouse Management Oversee inventory levels across our warehouses and distribution locations. Maintain accurate inventory records and ensure stock is properly tracked and accounted for. Coordinate incoming shipments, receiving, stock transfers, and inventory replenishment. Work with warehouse partners and third-party logistics providers to ensure efficient operations. Conduct regular inventory audits and investigate discrepancies. Identify opportunities to improve inventory management, reduce errors, and streamline processes. Monitor stock availability and proactively address potential shortages. Logistics & Order Fulfillment Oversee the day-to-day activities of the logistics department. Ensure customer orders are processed, scheduled, and shipped accurately and on time. Coordinate freight transportation, deliveries, warehouse pickups, and distribution across Canada. Manage relationships with carriers, freight companies, and third-party logistics providers. Troubleshoot shipping delays, lost or damaged shipments, and delivery complications. Monitor logistics costs and identify opportunities to improve efficiency and reduce expenses. Develop and maintain effective shipping, receiving, and fulfillment procedures. Provide guidance and support to logistics team members. Customer Service & Issue Resolution Take ownership of escalated customer concerns and complex service issues. Work directly with customers to resolve product, delivery, warranty, and after-sales concerns. Coordinate with internal teams and external suppliers to deliver timely solutions. Make practical, customer-focused decisions while protecting the company's interests. Identify recurring customer issues and implement processes to prevent them. Ensure customer communications are professional, accurate, and timely. Support the customer service team with difficult situations requiring management involvement. Team Leadership & Operational Improvement Provide leadership, direction, and accountability to employees within the logistics and operations departments. Establish clear expectations, priorities, and performance standards. Develop and improve internal processes to support continued business growth. Identify operational inefficiencies and implement practical solutions. Collaborate with sales, customer support, warehouse partners, and senior management. Monitor departmental performance and report on key operational metrics. Take initiative to solve problems independently and ensure operational issues are addressed before they escalate. Qualifications & Experience Required: 3–5+ years of ex…

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