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.

As an Operations Director - Access, you’re responsible for providing leadership, direction and support while systematically growing the branch network and access points across Canada and the US. You provide oversight on points of access so they are 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 

• Report trends and feedback to the VP of Ops and Logistics. Serve as the ultimate subject matter expert on shipping-related processes. You are the voice and ear for all the entrepreneurs’ access points in Chit Chats’ network. You are accountable for the expansion, growth and stabilization of all access points.

• Ensure standardization of processes and optimisation of operations across the network

• Review, investigate and resolve client escalations by working across teams to find a suitable solution to protect Chit Chats brand value

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

• Review and monitor the performance of your direct reports. 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 establish an operations plan and 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.

• Expenses/budget: Accountable for expenses and expansion budget.

• Scout and finalize new locations and equipment for the access points, helping to optimize the access network.

• Cascade 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.

• Analytical and hands-on mentality with a high sense of urgency.

• Able to understand the complexities of the problem/situation, identify the significance of key/critical data elements, evaluate options, establish priorities and explain the reasons for each decision made.

• Able to anticipate logical consequences of implications of executive directives, company policies and regulations.

• Risk-management skills, as well as inductive and inferential reasoning with both quantitative and qualitative data, especially in contexts of ambiguity and uncertainty.

• Excels in a fast paced environment and demonstrates effective time-management.

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

• Travel across Canada and the US is required.

Education and Experience

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

• Minimum 10 - 12 years industry experience with at least 7 years  in a people management

We thank you for your application, but only those candidates selected for an interview will be contacted.

 Please note that the successful candidate will be subject to reference and criminal background checks prior to employment.

As a federally regulated employer, Chit Chats Express fully supports the principles of employment equity and encourages all qualified members of the designated groups to apply.

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