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Manager, Operations Data

Date:  12-Nov-2022
Location: 

Mississauga, ON, CA

Work Location Type:  Hybrid

Opportunities delivered
Looking for an opportunity to learn and grow within Purolator? Here is another exciting opportunity for you to help us deliver on our customers’ promises 

 

 

Reporting to the Senior Manager, Quality and Service, the Manager, Service Excellence- Operations works closely with the Service Excellence Vertical Leads and plays a critical role within various verticals like Health Care, E-Commerce, Industrial & Technology, including Returns and Strategic partner Services. This position is key in providing data driven intelligence and actionable insights that impact operational decision-making, planning, execution, process design and deployment. This position focuses on network analysis, trends and client-specific data to identify areas of opportunity for an improved customer experienceThis position will be responsible for providing internal reporting, scorecards, trending, and analysis on various Service metrics for internal consumption or for external customer facing Monthly or Quarterly Business Reviews. The primary focus of this role is to provide strategic business intelligence to enable mutually beneficial solutions between clients, sales and operations, resulting in improved service performance and increased client confidence and spend.

 

In addition, this position will also include the following responsibilities:

  • Assist with customer specific ad-hoc analyses and deep-dives.
  • Enable ongoing metric management and analyses for verticals
  • Lead analysis and assessment at lane level for service standards as required.
  • Ensure reports & scorecards are distributed timely and correctly
  • Ensure metric and reports are frequently reviewed on usability and validity
  • Provide data-based recommendations to balance cost and service considerations while proposing unique and effective solutions to improve client satisfaction.
  • Identify opportunities to improve service performance and visibility compliance, recommend, direct, lead and support various service initiatives under the service program as required.
  • Lead or participate on cross-functional teams supporting Operations, Sales, and Marketing initiatives
  • Regularly communicate and sensitive performance information to the vertical leads and senior management of clients. 
  • Regularly access sensitive and confidential client spend, corporate strategy and Operational data. 
  • Support stakeholders across the organization to identify service improvement opportunities, solve problems, build consensus and achieve objectives.
  • Ability for tactful yet assertive and confident communications regularly with external parties and internal stakeholders including Sales and Operations senior management on service actions to improve performance
  • Support Peak season with control plans and monitoring.
  • Plan and conduct coaching sessions with each employee including documentation and progress monitoring
  • Provide immediate feedback to employees to act upon learning opportunities.
  • Coach employees in defining and realising their personal development plan
  • Enable and support employees in gathering required business knowledge and subject matter expertise.
  • Coaching and performance management of Direct Reports including bi-annual performance appraisals.

 

Qualifications

 

  • Bachelor’s Degree in Mathematics, Science and/or Engineering with related work experience.
  • Master’s degree or Certification in engineering or management sciences or project management would be an asset
  • 5+ years relevant Operations, Project Management, Service and Management experience
  • 5-7 years of Data analytics, reporting and presentation experience
  • 5-7 years of experience working with business stakeholders within a cross-functional matrix environment
  • Thorough understanding of similar industry/experiences policies and procedures or field experience considered an asset.
  • Lean Six Sigma knowledge or PMP certification is an asset
  • Strong record of client service, with a mindset of assisting clients in resolving problems and finding solutions, including experience providing workable and understandable recommendations to management
  • Professional services (management consulting) experience would be an asset.
  • Superior mentoring and coaching skills are a must for this role
  • Strong team orientation, with a proven record of building team relationships with staff, clients and other stakeholders
  • Exemplifies and consistently demonstrates our core competencies of customer focus, communicates effectively, collaborates, instills trust and self-development.
  • Excellent leadership, communication (written, verbal and presentation) and interpersonal skills
  • Excellent active listening skills
  • Strong analytical and decision-making abilities
  • Self-motivated, decisive, with the ability to adapt to change and competing demands
  • Proficient in Microsoft Office Programs including Word, Excel and PowerPoint
  • Periodic travel to terminals/processing facilities (as required).

 

  • Proven track record selling within the Healthcare vertical.

TECHNICAL COMPETENCIES:

  • Negotiation
  • Prospecting
  • Self-generating business
  • Product Knowledge
  • Relationship Management
  • Collaboration

 

POSTING DETAILS
Location:                    Corporate - Mississauga, ON  
Working Conditions: Office & Warehouse 

Reports to: Sr. Manager Quality & Service
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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.

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: Data Management, Operations Manager, Marketing Manager, Six Sigma, Lean Six Sigma, Data, Operations, Marketing, Management

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