Regional Operations Manager - Ontario

  • Burlington, ON, Canada
  • Full-time

Company Description

Chit Chats' vision is to help Canadians deliver their goods to the world with postage at unbelievable prices. We are a fast growing entrepreneurial company making a huge impact to Canadian entrepreneurs and businesses. As ecommerce removes borders, we don’t want high Canadian postal rates to be a barrier to world commerce. We aim to remove these physical and financial restraints to create a seamless, borderless and boundless world of opportunity for Canadians.

If you find yourself at the intersection of being mission-driven, growth-minded and approachable, we’re looking for you.

Job Description

As a Regional Operations Manager, you’re responsible for providing leadership, direction and support while systematically growing the branch network and drop spots in the region. You provide oversight of the new stores in your region to be in line with the business strategy and company culture to achieve organization goals. You plan and drive operations to ensure results are consistent with compliance policies and the overall strategic direction for the organization. You play a key role in network expansion as well as  protecting the bottom line by owning the hiring, development and retention of talent and managing your  teams’ performance.

You work closely with Operations Excellence, Business Development, Communications and Leadership to provide the support, training and optimizations needed to fulfill Chit Chats’ vision and goals.

Responsibilities to Clients and Partners

  • Serve as the ultimate subject matter expert on shipping-related information. You are the voice and ear for clients across your region. Report trends and feedback to leadership. You are accountable for your region’s expansion, growth and stabilization. 

  • Review, investigate and resolve client escalations by working across teams to find a suitable solution within service levels.

Responsibilities to Team

  • Ensure optimal team health and performance in your region. Collaborate with your branch leads on hiring, training, and onboarding processes. 

  • Review and monitor the performance of branch leads in your region. Provide coaching, feedback and recognition in real-time, through weekly 1:1’s, quality assurance reviews and quarterly performance reviews. 

  • Partner with the operations excellence department to identify and communicate best practices. Contribute to the ever-changing knowledge base and provide ongoing training and workshops to your team.

  • Ensure all branches comply with health and safety standards, labour laws and all company policies.

Responsibilities to Leadership

  • Expenses/budget: Accountable for your region’s expenses and expansion budget.

  • Scouting and finalising new locations and equipment for the branches, helping optimise the branch network in your region.

  • Cascading up/down communication: Complete daily check-in updates. Maintain open communication lines between leadership and your team to ensure alignment and timely delivery of goals, projects and reports. 

  • Gather trends from all branches, outline potential issues impacting our clients. Make recommendations to improve Chit Chats processes and operations, improve service and balance client satisfaction. 


  • Experienced in coaching and developing people and teams with ability to build effective cross-functional partnerships using strong collaboration and interpersonal skills

  • The ability to understand the complexities of the problem/situation and identify the significance of key/critical data elements.

  • The ability to evaluate options accurately, establish priorities, and explain the reasons for each decision made.

  • The ability to anticipate logical consequences of implications of executive directives, company policies and regulations

  • Problem solving in contexts of risk, ambiguity and uncertainty. Strength in inductive and inferential reasoning lead problem solvers to determine the solution that has the strongest likelihood of success, given information at hand.

  • The ability to reason well in contexts involving numerical data in order to reach an optimal problem solution.

  • Excel in a fast paced environment and demonstrate effective time management

  • Proficient in standard business office software and able to compile and review reports to see trends and make recommendations. 

  • Some travel within Canada is required, regular daily travel within the assigned region is required




  • College or Bachelor’s degree in Business Administration and/or Transportation, Logistics, Supply Chain Management or a related field preferred.

  • Minimum 7 years industry experience.

Additional Information

  • Class 1 safety shoes required (green triangle patch). 

  • To learn more about us, visit our website:

Covid-19 update: Chit Chats is an essential service.  We have strict Covid safety protocols in place for both our clients and our staff.