Senior Operations Manager

Position Summary CTS Global Logistics Canada Inc. is seeking an experienced Operations Manager to lead warehouse operations and e-commerce fulfillment across the company’s Canadian network. Based in Toronto, this role provides national oversight of operational performance, service quality, capacity, people, safety, and cost across company-operated and partner warehouse locations. The Operations Manager will set national expectations while accounting for regional and customer requirements, and will work through Warehouse Managers, who manage the operations at their respective sites. The role will work closely with e-commerce, sales, transportation, procurement, finance, and senior leadership to support reliable, scalable growth. Key Responsibilities National Warehouse Operations Provide strategic leadership for warehouse operations throughout Canada, setting network-wide objectives, standards, and service expectations. Guide national warehouse strategy and priorities in line with business plans, forecasts, customer commitments, and regional requirements. Review consolidated site performance, inventory results, costs, and risks; ensure Warehouse Managers develop and follow through on corrective actions. Manage, coach, and develop Warehouse Managers across Canada; set national expectations and hold them accountable for site-level performance. Warehouse Managers manage daily operations at their respective sites and supervise site teams. Oversee relationships with warehouse partners, carriers, vendors, and customers; resolve significant escalations and support service continuity across the network. E-commerce and Customer Fulfillment Coordinate warehouse execution for e-commerce programs, including Amazon FBA, DTC, and retail fulfillment requirements. Coordinate with e-commerce and customer-facing teams to translate forecasts, promotions, product launches, customer requirements, and service commitments into national operating plans. Ensure customer-specific fulfillment, packaging, labeling, routing, and reporting requirements are communicated, implemented, and monitored consistently across relevant locations. Monitor fulfillment service and exceptions at a network level; coordinate timely resolution of recurring delays, inventory issues, shipment discrepancies, returns concerns, and customer escalations. Assess peak-period demand and recommend capacity, staffing, space, and partner plans to maintain service levels and support program growth. People Leadership, Safety, and Compliance Coach and develop Warehouse Managers, promote clear accountability and cross-site collaboration, and support a respectful, service-focused culture across the national network. Provide direction to Warehouse Managers on workforce planning, leadership development, and succession planning in partnership with Human Resources. Promote consistent safety practices and compliance with company policies and applicable provincial occupational health and safety requirements across all locations. Review national safety trends and significant incidents with Warehouse Managers, ensure appropriate corrective actions, and escalate material risks. Ensure warehouse operations meet applicable customer, transportation, and regulatory requirements, escalating material risks to senior leadership. Performance, Cost, and Continuous Improvement Establish and review national and site-level KPIs covering service, inventory accuracy, productivity, labor utilization, cost, safety, and customer issue resolution. Provide regular operating reports, performance analysis, capacity outlooks, risk updates, and improvement plans to senior leadership. Monitor operating costs and budget performance across locations; identify variances and lead practical cost-control initiatives while protecting service and safety. Lead root-cause reviews and corrective and preventive actions for recurring operational, customer, inventory, productivity, and safety issues. Drive scalable process improveme…

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