Program Manager

The Program Manager is responsible for leading and managing site operations to ensure safe, efficient, and profitable performance in alignment with company policies and client expectations. This role drives continuous improvement, fosters team development, and maintains high levels of customer satisfaction through strategic planning, effective communication, and operational excellence.

Key Responsibilities:

• Develop and implement systems and procedures to manage operations, equipment, and products in a safe and profitable manner.
• Ensure operational compliance with company policies, client Service Level Agreements (SLAs), and Standard Operating Procedures (SOPs).
• Lead efforts in continuous improvement and cost-saving initiatives across the operation.
• Monitor and achieve key performance indicators (KPIs) and quality system requirements.
• Apply effective communication and motivational techniques to lead, supervise, counsel, and, when necessary, discipline team members.
• Maintain high team morale and focus on delivering exceptional customer service.
• Provide growth and development opportunities for team members through coaching and training.
• Act as a liaison to the General Manager, implementing and managing operational plans.
• Deliver timely and accurate customer analytics to support strategic initiatives.
• Communicate proactively across business units and organizational layers to ensure alignment and feedback.
• Lead the development and execution of communication strategies to promote company priorities.
• Support change management initiatives aligned with client strategy.
• Build and maintain strong relationships with internal and external stakeholders.
• Maintain frequent communication with teams and working groups to ensure operational alignment with client and business needs.
• Serve as the first point of escalation for operational issues and concerns.
• Demonstrate leadership and sound business judgment in anticipating client/project needs and developing effective solutions.

Management Information Systems

• Ensures all team members are properly trained and efficient in the required information systems (including WMS systems) to meet company and client objectives and facilitate the efficient operation of the facility.

• Ensures that necessary computer software and hardware are purchased in accordance with Corporate IT policies and guidelines.

• Remains knowledgeable regarding changes in hardware and software technology.

• Develops proficiency in client systems.

Customer Management:

• Manages high level customer service standards for all functions.

• Assures that client accounts receive the required level of operational and administrative support.

• Maintains appropriate contact with all functions and responds to requests when required.

• Attends or leads meetings with key customers to discuss any customer issues.

• Coordinates management of supplier/customer visits to the site.

• Promotes a positive relationship with clients by providing excellent customer service.

Budgeting/Financials:

• Supports the development of an annual operating budget.

• Develops and manages a system of controls to ensure that service levels and operational performance goals are met within prescribed cost, revenue, and profit parameters.

• Assists and supports to ensure that the budgeting and pricing activities are in compliance with contract guidelines.

Equipment & Facilities

• Manages existing programs for maintaining company standards of sanitation, maintenance, security, housekeeping, safety, and equipment including material handling equipment (MHE).

• Ensures team members are properly trained on any MHE.

• Keeps informed of relevant new technology and make recommendations as applicable.

Safety

• Achieves company goals in terms of injury frequency ratings (IFR) and other safety metrics by establishing a proactive and participative safety culture within the operations.

• Audits warehouse for compliance with safety, security, and quality principles and rules.

• Ensures all federal, provincial, or other statutory requirements are adhered to within the parameters of Health and Safety.

OTHER DUTIES

• Work overtime as dictated by business whether mandatory or voluntary

• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• Manages warehouse operations supervisors & support staff.

SKILLS & ABILITIES

Education & Experience

• Must have a high school diploma or general education degree (GED).

• Bachelor's degree is preferred

• 7 years' experience working in a logistics/distribution/relevant environment.

• 5 years' experience in a supervisory role

• Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months can range from mild to moderate

Computer Skills

• Proficient in Microsoft Office (Excel, Work, and Power Point)

• Demonstrated proficiency in knowledge of applicable WMS systems

Language Skills

• English (reading, writing, verbal)

• Proficiency in business communication at all levels

Other

• Strong attention to detail accuracy and accomplish job task in a timely manner

• Good organizational and personnel skills

• Good communication skills, written and oral

• Good leadership, supervision, and planning skills

• Able to work flexible schedules, including nights and weekends, as required by the operation

• Participate in established cross training metrics activities with the opportunity to improve their knowledge in multiple areas/departments.

• Must be able to effectively adapt to change and thrive in a stimulating, fast-paced work environment.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.