Description:

We are looking for a strong, hands-on Delivery Manager to lead and drive performance in our operations team, supporting freight forwarding activities.

Full responsibility for and provide leadership in achieving the stated goals of the Imports and Exports, and Air and Ocean departments as well as ensuring the smooth running of the team in accordance with the company policies and procedures.

The Delivery Manager will oversee a team of 30-40 employees, shift managers and agents, ensuring high-quality execution of shipment processing, from customer booking through final delivery.

This role is critical in bringing structure, ownership, and professional discipline into daily execution, driving the team to perform as a cohesive, high-functioning unit.

Operational Functions:

- Coordinate the operations for both Imports & Exports departments, monitoring workflows and management of resources to ensure and verify timely and accurate operational processes.

- Ensure speedy delivery of cargo to customers.

- Compliance with all regulations of USA & Canada Customs/IATA/TSA and other governing bodies.

- Supervise shift managers and their teams; review KPIs regularly and ensure all team members meet expectations in quality, timelines, and communication.

- Ensure full compliance with SOPs, Fix gaps in task ownership, Communication quality, and Process consistency.

- Resolve escalations and exceptions during the shipment process. Be the go-to person for operational troubleshooting.

- Deliver regular feedback, training, and development sessions. Build operational thinking and ownership mindset in the team.

- Identify areas of inefficiency or data integrity issues. Build improvement plans and propose automation, smarter flows, and better controls.

- Ensure seamless collaboration with our service providers.

Financial and Accounting Functions:

- Set goals and objectives for the team in accordance with company guidelines and key performance areas/indicators, number of jobs, revenue and cost per job, expenses & revenue ratio.

- Use established indicators and tools (e.g. daily invoicing and job numbers, financial reports, etc.) appropriately.

- Ensure all accounting matters are finalized to maximize revenue, and all accounting functions in the branch are dealt with in a timely manner.

People Management Functions:

- Lead, motivate, and manage all operations teams.

- Retain adequate staffing levels.

- Conduct quarterly performance reviews; Establish targets and objectives.

- Monitor staff performance - work with HR on employee relations and training issues.

- Uses discretion and judgment to make decisions on job status and succession planning recommendations to Human Resources.

- Assists Human Resources in the hiring and termination of employees.

Required Skills & Qualifications:

- Familiarity with all freight forwarding procedures and financials: TSA, CBP, IATA, FMC, BIS

- Bachelors degree in any field (preferred: Commerce, International Trade, Logistics)

- 5+ years of industry related experience required with preference to freight forwarding.

- 2+ years of team management experience, including managing team leads or shift managers

- Demonstrated Leadership and People Management skills

- Strong attention to detail, data integrity, and customer service mindset

- Highly motivated and results driven

- Outstanding people skills; customer driven, business savvy

- Able to handle complex problems, knows how to multitask