At SecondShop, we’re a team of Canadians who believe in doing better—for our country, your wallets, and our planet.
We started with a simple idea: why should perfectly good products go to waste or sit unsold when people like you are out there looking for smart ways to save? We have made it our mission to source the highest quality open-box, overstocked, and scratch-and-dent products from the top brands - offering them to Canadians at up to 50% off. But we are not just about savings—we’re about changing how people shop. Say goodbye to paying full price and hello to smarter spending.
The Operations Manager is accountable for safe, efficient, and profitable day-to-day warehouse and dock operations that support the transportation function (FTL/LTL/final mile). This role leads warehouse teams and warehouse-side coordination (receiving, staging, loading readiness, inventory control, and documentation support) to ensure freight is accurate, damage-free, and ready on time—while also delivering contracted warehousing and storage services with strong inventory accuracy and contract compliance.
Key Responsibilities
Warehouse Operations
- Lead receiving, putaway, cross-dock, picking, staging, and loading operations to meet outbound cutoff times and service commitments.
- Coordinate dock schedules and appointments (inbound/outbound) to balance labor, doors, and space; maintain clear staging plans by route/carrier/customer.
- Maintain inventory integrity through cycle counts, reconciliation, and disciplined location control; ensure all inventory moves are accurately recorded in the WMS and supporting systems.
- Implement standard work for packaging, labeling, scanning, and quality checks; reduce damage and shortages through root-cause analysis and corrective actions.
- Ensure freight is shipment-ready: correct counts, labeling, paperwork prepared/verified (BOL support, packing lists, seal control where required), and exceptions clearly documented.
- Own MHE readiness and safe utilization (forklifts, pallet jacks, clamp trucks/attachments): operator certification, daily pre-use inspections, and removal from service when unsafe.
- Standardize clamp handling for bulky goods (appliances/furniture): clamp pressure settings guidelines, pad condition checks, and handling methods to prevent product and packaging damage.
- Coordinate preventive maintenance and repairs with vendors/maintenance; track downtime, battery/charging practices, and equipment availability to support daily volume.
Storage Contracts & Warehousing Services
- Own operational execution of storage contracts (short- and long-term), including inbound intake, condition checks, serialization as required, and controlled releases.
- Track billable activities (handling, in/out, storage days, pallet/sq.ft. usage, special services) and ensure supporting documentation is complete and auditable.
- Partner with accounting to validate rate sheets, accessorials, and contract terms; resolve billing disputes with clear operational evidence.
- Establish customer-specific SOPs for storage clients (receiving rules, labeling, inventory visibility, cutoffs, delivery scheduling, and escalation contacts).
- Support sales/leadership with operational inputs for new storage opportunities (space availability, labor requirements, service design, and implementation plans).
People Leadership
- Lead and develop a high-performing warehouse team (associates, leads/supervisors, inventory control) through coaching, training, and clear accountability.
- Build shift schedules and staffing plans aligned to inbound/outbound volumes and cutoff times; manage overtime responsibly while maintaining service levels.
- Own hiring, onboarding, performance management, and corrective action in line with company policies and employment standards.
- Run daily huddles and weekly performance reviews; communicate priorities, hazards, quality issues, and continuous-improvement actions.
Safety, Compliance & Security
- Champion a safety-first culture; conduct safety talks, inspections, and incident investigations with corrective and preventive actions.
- Ensure compliance with workplace, warehouse, and customer site requirements (PPE, equipment certification, safe loading practices, and hazard controls).
- Enforce MHE safety standards: documented pre-op inspections, pedestrian segregation, speed and horn rules, load securement, and safe attachment use (including clamps).
- Maintain facility and cargo security controls (yard/dock checks, key control, restricted access, chain-of-custody processes).
- Ensure equipment and facility standards are met (dock plates, racking condition, emergency equipment, housekeeping/5S).
Financial & KPI Management
- Manage warehouse operating costs including labor, supplies, MHE/facility costs, rework, damage, and shrink.
- Track and report key metrics (dock-to-stock, outbound readiness, pick/ship accuracy, damage rate, claims support data, space utilization, labor productivity, and storage revenue).
- Identify and execute continuous-improvement initiatives to reduce handling cost per unit and improve quality and throughput.
- Support budgeting and forecasting for warehouse labor, space, and contract warehousing activities; provide accurate volume and staffing assumptions.
Customer Service & Stakeholder Management
- Serve as the warehouse point of contact for key accounts and internal transportation partners; communicate readiness, exceptions, and recovery actions that impact pickup/delivery.
- Coordinate with internal teams (dispatch/transportation, customer service, accounting, claims, and leadership) to ensure accurate freight handoff and contract adherence.
- Lead warehouse onboarding and implementation for new customers and storage contracts, including SOPs, training, inventory setup, and go-live stabilization.
Required Qualifications
- 5+ years of progressive warehouse/dock operations leadership experience, preferably in a transportation-support environment (FTL/LTL and/or final mile networks).
- Strong understanding of freight handling, safe loading practices, warehouse inventory control, and damage prevention.
- Experience managing teams across multiple shifts; proven ability to coach, drive accountability, and improve performance.
- Comfortable with WMS tools, scanning workflows, and Excel-based reporting.
- Working knowledge of warehouse safety requirements and MHE operations; ability to lead incident investigations and corrective actions.
- Strong communication skills with customers, drivers/carriers at the dock, and internal stakeholders
Preferred Qualifications
- Experience operating contract warehousing/storage programs with billing based on pallets, square footage, handling, and value-added services.
- Exposure to claims support, damage reduction programs, and audit-ready documentation.
- Lean/continuous improvement training (5S, Kaizen, standard work, root-cause analysis).
- Forklift/MHE certification (or ability to become certified) and experience training others on safe operation.
- Experience handling bulky goods (appliances, furniture) and implementing packaging/handling standards to prevent damage.
Success Measures (Example KPIs)
- Outbound readiness: freight staged accurately and ready by cutoff (on-time tender-ready/ship-ready).
- Dock-to-stock performance and receiving accuracy.
- Warehouse productivity (units handled per labor hour) and throughput during peak periods.
- Inventory accuracy and cycle count results; shrink and mis-ship reduction.
- Damage and claims rate; rework hours and cost impact (including clamp-related damage trends).
- MHE availability and uptime (downtime hours, PM completion) and pre-op inspection compliance.
- Storage utilization, contract compliance, and billing accuracy (timeliness, dispute rate, recoveries).
- Safety performance (recordables, near misses, training completion, audit results).
Working Conditions
- On-site role in a warehouse environment with frequent time on the dock and in operational areas.
- May require early mornings, evenings, and occasional weekends based on inbound/outbound volume and cutoff times.
- Regular exposure to moving equipment (forklifts, pallet jacks) and varying temperatures.
- Ability to lift up to 50 lbs as required and to perform extended walking/standing.
