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Manager National Service Tower

Date: 7 Nov 2025

Location:

Mississauga, ON, CA, L5N 0E1

Work Location Type: Management

It’s not a package. It’s a promise®.

As Canada’s leading integrated freight, package, and logistics provider, we’ve been helping promises get where they need to be for more than 60 years. How does the magic happen? The journey starts with you. The places we go, the elements we brave, the promises we deliver – it’s all possible because of our people. So, whether you’re looking to build new skills, make an impact in your community, or inspire your team, we go there for you.

Description

Reporting to the Senior Manager, Service & Quality, the National Manager - Service Tower provides oversight, advice, and guidance to a team of Service Excellence Specialists.

This position is key in providing data-driven intelligence and actionable insights that impact operational decision-making, planning, execution, process design, and deployment. The Manager leads KPI target development across products and services, identifies trends and areas for improvement, supports field operations teams, and leads service plans and actions to improve performance. The role also manages remote scanning and uplift activities, provides daily updates on service disruptions, and oversees end-to-end visibility and other projects as required. Application of Lean Six Sigma methodology to drive continuous improvement is essential. Periodic travel to terminals and processing facilities is required.

The role is responsible for coaching, mentoring, and motivating the team, monitoring staff performance, and completing performance reviews. The Manager determines staffing needs, distributes workload, and provides day-to-day service management, including daily reports and trending analysis for monthly business reviews at the ECM and Board level.

The National Manager - Service Tower, collaborates with cross-functional teams to assess the current state of network/service, identify compliance and process improvement initiatives, and hold teams accountable for action items. The role also supports the creation of content for Better Every Day (BED) calls, leads peak season control plans, and coaches teams on the use of tools and best practices to monitor and improve service performance.

Responsibilities

Cross-functional engagement: Assess network/service state, identify compliance/process improvement initiatives to improve end to end visibility and scanning, hold teams accountable, collaborate on dashboard development, and coach teams on data tools.
Day-to-day operations: Support business with ad hoc and project-based data requests, ensure new dashboards and reports are generated and enhanced, metrics monitored, and remote scanning managed for situation reports.
KPI development and peak season control: Gather, define, and calculate new metrics, set targets, embed metrics in reporting, and confirm readiness for peak season.
Coaching and performance management: Train, motivate, and direct employees to optimize productivity and promote professional growth. Conduct bi-annual performance appraisals and support personal development plans.

Knowledge, Skills & Abilities

Strong data analysis, visualization and decision-making abilities.
Relationship management
Collaboration & negotiation
Superior mentoring and coaching skills.
Excellent leadership, communication and interpersonal skills.
Self-motivated, decisive, with the ability to adapt to change and competing demands
Bachelor’s degree in a relevant field (Mathematics, Science, Engineering, or related discipline).
5–7 years of data analytics, reporting, and presentation experience.
5–7 years of experience working with business stakeholders in a cross-functional matrix environment.
Lean Six Sigma knowledge or PMP certification is an asset.
Relevant training and/or experience in courier, logistics, or transportation preferred.
Proficient in Microsoft Office programs (Power BI, Excel, PowerPoint).
Periodic travel to terminals/processing facilities required.

POSTING DETAILS
Location: 530 - Corporate
Working Conditions: Office Environment

Reports to: Senior Manager Service Excellence
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Purolator is an equal opportunity employer committed to diversity and inclusion. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, Aboriginal/Indigenous status or any other factors considered discriminatory. If you require an accommodation during the recruitment process, we will work with you to meet your needs.

At Purolator, we are committed to ensuring our recruitment process is fully compliant with Canadian law. As part of the first round of pre-screening, the application process may involve the integration of human oversight with an automated AI solution (“AI Tool”) to assist in evaluating candidate qualifications for the position for which they are applying. This AI Tool assists in automating certain stages, such as resume screening and skills assessments, and helps expedite getting to the initial communication stage with candidates. Any personal information shared with Purolator will be used strictly for the purposes of these job applications in compliance with applicable privacy law. If you have any questions about the process, please contact: TalentCOE@purolator.com

We recognize that our employees and their families are key stakeholders. We will only be successful as a business if we provide our employees with a safe and healthy workplace and we have the right people in the right roles with the support they need to succeed. We hire for attitude and train for skills. To learn more about us and our values, go to www.purolator.com.

At Purolator, every day is an opportunity for our employees to connect with one another and with our customers to help make a positive impact in the communities where we live, work and play.

Job Segment: Service Manager, Six Sigma, Business Process, Lean Six Sigma, Relationship Manager, Customer Service, Management

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