About the job
Metro Supply Chain is a strategic supply chain solutions partner to some of the world’s fastest growing and most reputable organisations. For 50 years, it has excelled at tailoring integrated, data-driven solutions, fuelled by advanced systems and technology, that fulfil complex and challenging distribution needs.
Managing 19 million square feet operating out of more than 175 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.
JOB SUMMARY
Based in a newly formed team within a very exciting project, we are looking for a new Senior Operations Manager to lead our warehouse operations and team across this project.
This role is suitable for existing leaders with experience setting up new sites, or perhaps leading significant change within operations.
You’ll be working within a high‑security environment, where professionalism and discretion are essential. All colleagues joining this team will be required to complete enhanced security vetting as part of the onboarding process.
RESPONSIBILITIES:
Within the role, the following are the kinds of tasks and responsibilities that will be included. If you spot something that you’re not able to do, or you haven’t come across before, that is OK. We don’t expect candidates to know how to do everything on this list.
Leadership & People Development
Provide clear leadership to front-line and middle management teams, ensuring accountability for performance, delivery and behavioural standards. Ensuring alignment with project goals and operational priorities.
Build capability across the site through coaching, mentoring, structured development, and succession planning.
Drive consistent, high‑quality communication to strengthen engagement, Health & Safety awareness, and team morale.
Champion and embed company values, fostering a culture of accountability, continuous improvement, and high performance.
Drive operational discipline, ensuring adherence to processes, work instructions and defined ways of working
Build a high-performing team focused on consistent delivery.
Customer, Contract & Commercial Ownership
Support in managing the customer relationship
Lead operational performance discussions with the customer, providing clear updates on delivery, risks and performance.
Ensure operational delivery aligns with contractual commitments and customer expectations
Provide operational insight, risks and improvement opportunities to support customer decision-making
Ensure operational delivery supports a stable and effective contract performance
Fully understand the customer’s business, building strong relationships, adapting to operational needs, and balancing these with contractual obligations.
Deliver operations in line with defined customer requirements and agreed operational plans
Support and contribute to customer and operational review meetings, creating action‑focused plans that address performance, improvement opportunities, and future needs.
Manage site KPIs and identify opportunities to improve operational efficiency and cost performance
Operational Strategy & Planning
Assess future operational capacity requirements and optimise the utilisation of people, equipment, assets, and technology.
Develop and deliver annual Operating Plans, ensuring capability, processes, and resources are in place to meet current and future demand.
Support the Account Director in shaping operational strategy, contributing insight into risks, opportunities, and achievable KPIs.
Translate strategic plans into executable operational delivery across the site
Ensure resources, labour and assets are aligned to meet operational demand
Performance, Compliance & Standards
Ensure all processes, work instructions, and governance requirements are followed, maintaining compliance with ISO 9001, 14001, and 45001 standards.
Identify and escalate non‑conformances or risks that may impact accreditation, environmental responsibilities, or service quality.
Maintain high levels of inventory accuracy and ensure compliance with legislative and regulatory requirements.
Oversee customer reporting, ensuring performance data is accurate, timely, and clearly communicated.
Ensure all operational activities are executed in line with defined processes, standards and governance requirements
Maintain control of operational performance through structured KPI management and review
Financial & Commercial Management
Responsible for managing operational costs in line with budget and performance targets
Analyse financial and operational performance, identifying trends and opportunities for efficiency, cost reduction, and revenue improvement.
Prepare business cases to justify investment, operational change, or continuous improvement initiatives.
Support delivery of contractual KPIs and manage cost performance in line with agreed targets.
Continuous Improvement & Innovation
Drive end‑to‑end operational efficiency through reduced waste, standardisation, process optimisation, and continuous improvement.
Implement structured CI frameworks, including monitoring and reporting mechanisms that support data‑driven decision‑making.
Stay aware of industry developments, automation technologies, and innovation opportunities, recommending solutions aligned with strategic goals.
Prepare the workforce for future change by promoting learning, adaptability, and a culture open to technological advancement.
Site Governance & Risk Management
Monitor key operational metrics including productivity, quality, attendance, turnover, and Health & Safety performance, ensuring action plans address gaps.
Identify emerging risks and ensure robust mitigation plans are in place.
Maintain strong environmental stewardship, ensuring any risks to personnel or the environment are identified and addressed promptly.
Ensure safe, controlled and compliant execution of all operational activities
For applicable sites:
To ensure all staff follow work instructions provided, complying with our ISO accredited standards ISO 9001, 14001, 45001.
To communicate any non-conformances within the ISO accredited management system.
To raise any upcoming changes which could affect the ISO accredited management system.
To follow environmental policies and procedures and highlight any risks to personnel or the environment.
To ensure compliance with legislative bodies and local authorities.
EXPERIENCE:
This role will suit you if:
You bring proven experience of managing operational performance within a budgeted environment, with clear accountability for cost control and efficiency. You have worked closely with customers, building and sustaining effective relationships while operating within contractual frameworks to ensure consistent delivery against agreed expectations. Your background includes strong operational leadership experience within logistics or warehousing, where you have delivered against KPIs in regulated or high-performance environments.
You also bring experience of supporting and delivering change, including implementation projects and continuous improvement activity that enhances operational performance. You have been involved in leading large-scale or multi-site change initiatives, with exposure to change management approaches in fast-paced, evolving environments. Your experience demonstrates an ability to operate effectively within complexity, maintaining operational stability while contributing to ongoing improvement.
KNOWLEDGE AND SKILLS:
You bring experience in driving process improvement through structured methodologies such as DMAIC, using them to increase efficiency, reduce waste, and enhance overall operational performance. Alongside this, you have a strong track record in people leadership, with experience coaching and developing teams, supporting succession planning, and building high-performing functions. You are comfortable handling difficult or complex conversations when needed, with the experience to approach these in a constructive and professional way.
You also have experience working with complex data, using your analytical capability to interpret trends and support informed, data-driven decision making. You stay connected to the wider market and industry, bringing awareness of commercial, operational, and technological developments and how they impact both the business and customer expectations.
You have worked within environments requiring high levels of attention to detail and governance, ensuring compliance with regulatory requirements, ISO standards, and operational processes. In addition, you bring experience of working within structured, process-driven environments while remaining adaptable in more fluid situations, and you understand the dynamics of large organisations, navigating internal and customer-facing environments with strong political and organisational awareness.
Why Join Us:
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Work in an environment where safety is our first priority
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The opportunity to build a career with a growing company
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Company sponsored social events
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Community volunteering
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Death in Service
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Medical Cover
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BUPA Cashplan
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