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.

Schedule : Tuesday to Saturday 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 skilled 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

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