Operations Manager – Service Centre – DHL – Hamilton, ON

DHL Express is looking for an Operations Manager – Service Centre to lead daily operations at their Hamilton, Ontario facility. As the world’s #1 Express Delivery and Logistics Company, DHL offers a corporate culture built on personal commitment, continuous improvement, and empowering every team member to make a measurable impact.

This is a hands-on leadership role that blends operational oversight, people management, and financial accountability. If you have a background in transportation management, experience working in a unionized environment, and a track record of driving results across complex service operations, this role is worth a serious look.

About the Role: Operations Manager – Service Centre

The Operations Manager at DHL’s Hamilton service centre is responsible for setting and achieving customer service performance standards, including on-time delivery, dispatch, tracing, and claims management. You’ll oversee the daily workflow of the facility, manage route service standards, and ensure full compliance with company policies and procedures — from workplace conduct to Occupational Health & Safety and Transport of Dangerous Goods.

Beyond the day-to-day, this role carries real financial responsibility. You’ll prepare and manage the service centre’s profit plan, monitor and improve EBIT, and contribute to the development of both long- and short-range operational objectives. Leadership is central to this position — you’ll be expected to coach, develop, and motivate your team while managing labour relations through proper application of the Collective Agreement.

Benefits and Salary

DHL Express offers competitive compensation packages along with a wide range of employee programs, services, and benefits designed to support both professional growth and personal well-being. The company is committed to creating a workplace where people can build meaningful careers.

Responsibilities

As the Operations Manager, your day-to-day responsibilities span customer service excellence, financial planning, people leadership, and compliance. Each area directly contributes to DHL’s reputation as a global leader in express delivery and logistics.

• Establish and monitor superior customer service performance indicators, including on-time delivery, tracing, dispatch, claims, and scanning compliance
• Optimize facility costs and monitor EBIT through profitable revenue growth and management of pick-up and delivery (P.U.D.) costs
• Manage labour relations through appropriate application of the Collective Agreement and coordinate all local Human Resources matters with the HR team
• Oversee implementation and maintenance of Track and Trace technology, ensuring scanning compliance across P&D, on-hand, and multi-piece shipments
• Develop and submit the service centre profit plan, and assist in setting long- and short-range operational objectives
• Identify and adjust route service standards including driver cost per shipment, stops per hour, and departure times
• Coach and develop branch staff through training and counselling, creating opportunities for growth and advancement
• Ensure compliance with company policies including Occupational Health & Safety, Transport of Dangerous Goods, and WCB standards
• Process branch paperwork and prepare required reports and statistics
• Implement continuous improvement initiatives and achieve area branch Track & Trace targets
• Travel to and manage outlying depots where applicable

Requirements / Skills

DHL is looking for a proven leader with a strong foundation in transportation or logistics management and demonstrated success navigating complex operational environments. The ideal candidate brings both strategic thinking and practical people skills to the table.

• 3–5 years of management experience in a medium to large service company, preferably in transportation
• University degree in an appropriate discipline, or equivalent professional experience
• Experience in a unionized environment with demonstrated negotiation skills and knowledge of Collective Agreement application
• Strong interpersonal and communication skills — both written and verbal — to lead and motivate diverse teams
• General accounting, finance, and administration experience with ability to manage budgets and profit plans
• Proven ability to manage multiple priorities and implement measurable strategies to meet goals within time constraints
• Analytical and problem-solving skills with experience in quality and process improvement initiatives
• Proficiency with word processing and spreadsheet software

How to Apply

To apply for the Operations Manager – Service Centre position at DHL in Hamilton, use the application link below. Make sure your resume is up to date and reflects your relevant management and logistics experience before submitting.

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