Director, Operational Performance Job

Reference No: DOP-6032026

Position Overview
The Director, Operational Performance will lead the development and execution of quality standards across our last-mile logistics network. This role is responsible for building a scalable quality management framework, monitoring operational performance, and driving continuous improvement initiatives across multiple stations and regions.
The ideal candidate brings strong operational insight into last-mile delivery environments and a proven track record of improving service quality, operational efficiency, and customer satisfaction through data-driven quality programs.

Key Responsibilities
• Design and implement standardized quality management frameworks for last-mile delivery operations.
• Develop clear quality standards, SOPs, and operational guidelines for stations and regional teams.
• Establish consistent quality metrics and evaluation mechanisms across the network.
• Lead to build and manage quality monitoring systems to track delivery performance and compliance.
• Analyze key operational indicators including:
– Delivery success rate
– On-time delivery (OTD)
– POD compliance
– Customer complaint rate
• Produce regular quality reports and dashboards to support operational decision-making.
• Identify operational gaps and lead root cause analysis to address quality issues.
• Drive process improvement initiatives using structured methodologies to enhance service reliability and efficiency.
• Collaborate with Operations, Technology, and Network Planning teams to implement corrective actions and scalable solutions.
• Build and lead a high-performing quality team supporting multiple stations.
• Provide coaching, performance management, and professional development for team members.
• Promote a culture of accountability, operational discipline, and continuous improvement.
• Ensure all operational activities comply with applicable transportation regulations and company safety standards.
• Oversee the development and enforcement of safety procedures for transportation operations across stations.
• Oversee dispatch coordination and delivery service operations to ensure adherence to quality and performance standards.
• Control the departmental budget, including resource planning and operational expenditures.
• Prepare performance reports for senior management and recommend changes to schedules, policies, and procedures.
• Partner with Operations, Technology, Customer Experience, and Network teams to align quality goals with broader business objectives.
• Support new station launches and network expansion with quality readiness and operational standards.

Benefits
• Dental care
• Extended health care
• Vision care
• Registered Retirement Saving Plan

Schedule:
8 hours per day
Monday to Friday

Term of Employment:
Full-time, Permanent

Vacation:
4% of your annual gross salary as the vocation pays and 2 weeks of vacation time per year upon completion of 12 months of consecutive employment

Location:
300-10271 Shellbridge Way Richmond BC, V6X 2W8

Submit application via email: [email protected]
All interested applicants are requested to submit a resume. We thank all applicants in advance for their interest but only those selected for the interview process will be contacted.

Qualifications
• A university degree in business administration, logistics, transportation, or a related field is required; an equivalent combination of education and progressive management experience in logistics operations will be considered.
• 5+ years of anagement experience in a logistics or operations environment.
• 10+ years of progressive experience in logistics operations, customer operations management, or related operational roles, including demonstrated involvement in quality or performance management.
• Strong understanding of last-mile operational processes and key delivery performance metrics.
• Demonstrated ability to apply structured problem-solving or process improvement approaches to drive operational outcomes.
• Proven ability to collaborate across cross-functional teams including Operations, Technology, and Customer Experience.
• Proficiency in data analysis tools (Excel, SQL, Power BI, or similar).
• Strong problem-solving, leadership, and communication skills.
Preferred Qualifications
• Experience in a quality management, operational performance, or continuous improvement role within a logistics or supply chain organization.
• Familiarity with last-mile delivery technology platforms, route optimization tools, or TMS systems.
• Exposure to Lean, Six Sigma, or equivalent process improvement methodologies.

Who Are We? UniUni is a leading Canadian logistics company that specializes in last-mile transportation services for e-commerce clients and logistics companies. Our team and technology elevate and streamline the order-fulfillment and home-delivery process in Canada to meet the expectations of customers. With hundreds of thousands of parcels delivered weekly in nine provinces, UniUni is a leader in the last-mile delivery and e-commerce industry in Canada. What Do We Offer? At UniUni, we offer exciting opportunities to our employees to work in a dynamic, collaborative, and challenging workplace. We believe all roles should develop your skills, broaden your experience and knowledge, and help you to build and enjoy a rewarding career. If you are ready to join UniUni’s growing team, while working hard and having fun, we invite you to apply online and let us know how you can contribute to our success story.