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Delivery Operations Manager, Richmond BC

Function: Supply Chain/Logistics/Inventory Planning
Location: Vancouver Warehouse SDO, Richmond, BC CA
Date posted: 3/7/2018 9:03:10 PM
Type: Full-time
Permanent / Contract: Regular
Job number: 1039195


  • Interacts independently with third party couriers to identify and implement operations best practices
  • Reviews service issues to identify root cause and create solutions in conjunction with third party couriers and Staples teams (FC, etc.)
  • Performs business reviews with third party couriers to evaluate service levels and address issues
  • Partners with Carrier Management to assess and on board courier partners. Typical contract is 3 years for courier partners.

Interacts directly with the following business units:

  • Sales:
    • Partner with sales teams as required resolving existing issues and developing new business opportunities
    • Provide support in setting up transportation/delivery requirements of all new customers as required
    • Courier selection: Work with Carrier Management as required providing operational assessment of potential courier partners

Customer logistics:

    • In conjunction with courier operational leadership teams, identify customer information required for effective service.This includes, but is not limited to:end point delivery information, time window requirements and other changes in customer delivery expectations
  • Finance:
    • Contribute to annual budget development as required
    • Monitor variance between performance and budgeted costs
    • Ensure timely communication of issues impacting cost and work with Staples Audit Team to identify and resolve billing/invoice issues
  • Transportation Operational Support:
    • Work with Trans Ops Support to establish capacity management controls, routing needs and Lowest Cost Algorithm settings as required to optimize courier performance and ensure consistent service levels within the market while maintaining the required balance between service and overall cost to Staples
  • Fulfillment Center:
    • Liaison with FC leadership and functional owners to ensure support of courier operational needs (line hauls, sorts, etc.) while maintaining the lowest possible Staples operations cost
  • Global Loss Prevention:
    • Partner with GLP as required identifying root cause of Cargo Loss and implementing continuous improvement to processes as needed; facilitate action plans indicated by GLP audits as needed
  • Other cross functional partnerships as assigned

Innovation and Change:

  • Responsible to identify and correct root cause procedural issues negatively impacting service levels and cargo loss


  • Effectively communicate across multiple internal and external teams, to include:
    • Clearly establish Staples expectations with courier operational leadership teams and audit for compliance as needed
    • Provide single point of contact for Staples sales and customer service to escalate service issues and ensure timely communication and resolution as a liaison to courier leadership
    • Ensure that the Director, Regional Delivery Operations is informed of service level trends, performance issues and action plans put in place for resolution

Impact on Business:

  • Responsible for delivery of $103M in sales
  • Manages last mile delivery for 1 SDO and 10 courier locations on average (different locations within the province)
  • Strategic in process development, tactical in daily delivery completion and delivery orientation in balancing courier versus UPS modality



  • Bachelor’s Degree


  • 4-6 years of related experience

Skill Requirements:

  • Must be able to influence direction with couriers through effective relationship building and communication skills
  • Strong team based leadership, motivational, and development skills
  • Demonstrated analytical thinking and problem solving ability
  • Proven ability to drive process improvement
  • Strong oral and written communication skills
  • Initiative to work with minimal instruction and direction
  • Focus on positive customer experience
  • Experience and working knowledge of transportation systems and processes, productivity standards and technology
  • Demonstrated ability to lead diverse teams to achieve results through effective partnering
  • Possess a strong sense of urgency required to work in a deadline driven environment
  • Eagerness and ability to quickly learn and assimilate information

About Us



With an extensive fulfillment and delivery network, we are able to deliver customer orders next day. Over 10,000 Supply Chain & Logistics associates throughout North America deliver “easy” through the integration of process and technology. We are continuing to invest in our people, capabilities and technology to deliver “Every product our customers need, when they want it, where they want it and how they want it.” Without a doubt, our Supply Chain differentiates us from our competitors.




We offer competitive wages along with a comprehensive benefits package including medical, dental, vision, vacation, sick pay, company RRSP/DPSP, employee stock purchase plan and much, much more.


Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship. If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537. 

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