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Metro Supply Chain is a strategic supply chain solutions partner to some of the world's fastest growing and most reputable organizations. For 50 years, it has excelled at tailoring integrated, data driven solutions, fueled by advanced systems and technology, that fulfill complex and challenging distribution needs. Managing 22.5 million square feet operating out of more than 190 sites across North America and Europe with a team of 9,000, it is one of Canada's largest privately owned supply chain solutions companies.

Metro Supply

Chain is a 2026 winner of the Canada's Best Managed Companies program, recognized for its strategic expertise, culture of innovation and commitment to its people and local communities.

Summary The Home Delivery Operations Manager is responsible for overseeing last-mile delivery operations through third-party delivery partners, ensuring compliance with company standards, safety requirements, and customer service expectations. This role monitors operational performance, manages KPIs, conducts audits, oversees training and onboarding programs, resolves escalated issues, and drives continuous improvement initiatives to enhance delivery efficiency, customer satisfaction, and brand reputation.

Responsibilities

- Coordinate delivery operations with 3rd-party delivery partners, monitoring policy standards, tracking performance data and customer service feedback
- Responsible for ensuring delivery driver compliance to Metro SOPs. Including monitoring policy standards, tracking performance data and customer service feedback.
- Track and audit the driving, product handling and customer service skills of all delivery teams.
- Through KPI monitoring and follow-up,



the manager will be an advocate for the required professional behaviors and expectations set forth by Metro.
- Manage driver activity ensuring drivers are following all warehouse procedures when in the warehouse.
- Maintain vehicle records for Metro owned vehicles as well monitoring vehicle PM schedule, general maintenance, and repairs.
- Assist in escalated CSR issues
- Ensure end of day checklist is completed and signed off Send end of day report to all EDM managers at the end of each shift
- Route Audits (random and unannounced delivery audits).
- Collaboration, development and updating of delivery training materials.
- Comprehensive knowledge of all Client/Retailer SOP’s.
- Assist in the recruiting and onboarding of new Delivery Partners and Delivery staff.
- NPS (customer feedback survey) awareness, auditing, and improvement programs.
- Manage and document the initial, recurring and “as needed” training programs.
- Identify and resolve product and property damage root causes.
- Management of Delivery Partner recycling and waste responsibilities (sorting and offloading)
- Manage Delivery Partner Returns processes (repackaging, concealed damage protocols)
- Assist Compliance department with Delivery Partner documents and renewals (1st level of escalation).
- Training of Delivery App (TMS) usage and compliance.
- KPI audits and corrective action plans




- Regular participation in dock meetings and load outs.
- Develop claims mitigation and resolution programs.
- Assist Delivery Partners with resource guidance (contingency planning, business guidance, etc.).
- Ensure the company’s brand and reputation is upheld (100% uniform compliance, clean truck policy, safety etc.)
- Other duties as assigned

EDUCATION

- High school diploma/GED require

Experience

- Previous experience as an Operations Manager or a similar leadership position
- 5 years of proven success in Supply Chain or similar industry
- Must be able to communicate effectively in English in both written and oral forms

COMPETENCIES

- Customer Centricity
- Fostering Culture
- Collaboration
- Problem Solving &
- Decision Making
- Managing Through Change
- Developing Self &
- Others
- Planning &
- Results Orientation
- Communication
- Always Improving Mindset
- Business &
- Financial Savvy

Why Join Us

- Work in an workplace where safety is our first priority
- The opportunity to build a career with a growing company
- Medical, dental, and vision coverage for you and your family
- Life and disability insurance
- Wellness programs to support your family’s well-being
- A Retirement Savings Program with a company match
- Company team wear allowance
- Employee Appreciation Day
- Company sponsored social events
- Community volunteering

We are an equal opportunity employer committed to building and fostering a diverse workplace where people feel included and valued. We encourage applications from all qualified individuals. Should you require accommodation for a special ability or need during the recruitment process, please reach out to a member of our Human Resources Team.

📌 Manager Operations (Dartmouth)
🏢 Metro Supply Chain
📍 Dartmouth