Contract Manager
Location: Winnipeg, Manitoba
Role Overview
We are seeking an experienced and hands-on Contract Manager to join our Winnipeg operations team.
Reporting to the Regional Director of Operations, the Contract Manager is responsible for overseeing day-to-day operational activities, including dispatch, customer service, field operations, employee supervision, reporting, training, and process improvement.
This role will also serve as a key liaison with the City of Winnipeg, ensuring contractual requirements and service expectations are consistently met.
The ideal candidate is a strong people leader who thrives in a fast-paced operational environment and is passionate about safety, customer service, efficiency, and continuous improvement.
What You'll Do
Leadership & Operations
- Serve as a key liaison with the City of Winnipeg to ensure contract requirements are met and service-related issues are addressed in a timely manner.
- Provide daily leadership and direction to Supervisors, Drivers, Helpers, and dispatch personnel.
- Oversee daily dispatch operations to ensure routes, service requests, and customer commitments are completed efficiently and accurately.
- Coach, train, and support employees while ensuring company policies, procedures, and service standards are followed.
- Monitor daily route progress using operational systems such as TRUX and Geotab and proactively address service disruptions or operational challenges.
- Ensure routes are properly completed and operational information is accurately entered into company systems.
- Support recruitment, onboarding, performance management, and employee discipline as required.
- Coordinate personnel, equipment, and resources to meet daily operational requirements.
- Work closely with the Regional Director of Operations, Supervisors, Dispatch, Drivers, and Mechanics to resolve operational issues and improve service delivery.
Customer Service
- Support and lead customer service activities to ensure inquiries and concerns are handled professionally and promptly.
- Work closely with Dispatch, Drivers, and Operations to ensure customer commitments are met.
- Assist with escalated customer concerns and maintain positive customer relationships.
- Identify recurring service issues and recommend improvements to enhance the customer experience.
Safety & Training
- Promote a strong safety culture and ensure company safety procedures are consistently followed.
- Support the organization's goal of reducing incidents, injuries, and property damage.
- Assist with safety meetings, toolbox talks, incident investigations, corrective actions, and safety documentation.
- Ensure employee safety certifications and training requirements remain current.
- Support the onboarding and training of new employees.
- Develop and maintain training materials, work instructions, and process documentation.
- Coordinate cross-training opportunities and monitor training compliance.
Reporting & Continuous Improvement
- Prepare and distribute operational, dispatch, customer service, and performance reports.
- Track and analyze KPIs related to service, safety, productivity, and operational efficiency.
- Identify operational trends, service challenges, and opportunities for improvement.
- Develop and maintain Standard Operating Procedures (SOPs) and other process documentation.
- Support the implementation and adoption of new operational technologies and systems.
- Identify opportunities to streamline workflows, improve communication, and increase productivity.
- Support new customer onboarding, service expansions, and other operational growth initiatives.
- Perform other duties as assigned.
What We're Looking For
Education & Experience
- High School Diploma or GED required.
- Post-secondary education in Business Administration, Operations Management, Logistics, or a related field is considered an asset.
- Minimum 3 years of management experience, preferably within the waste and recycling, transportation, logistics, or a similar operational environment.
- Previous leadership, supervisory, or team lead experience is required.
- Experience with dispatching, routing, reporting systems, and operational software is preferred.
- Experience developing SOPs, training materials, or process improvements is considered an asset.
- Required site-specific safety certifications must be maintained.
Skills & Qualifications
- Strong leadership, coaching, and team development skills.
- Excellent organizational and time-management abilities.
- Strong communication and customer service skills.
- Ability to analyze operational data and identify trends and opportunities.
- Strong problem-solving and decision-making abilities.
- Detail-oriented with a strong focus on accuracy and accountability.
- Comfortable learning and working with operational technology and software.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong commitment to safety, continuous improvement, and operational excellence.
Physical Requirements
- Ability to use a computer and related office equipment throughout the workday.
- Ability to perform administrative and operational responsibilities in both office and operational environments.
Join Our Team
If you are an experienced operational leader who enjoys developing teams, solving problems, improving processes, and delivering excellent service, we encourage you to apply.
Apply today to join our Winnipeg team as a Contract Manager.
Pay: $90,000.00 per year
Benefits:
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
Ability to commute/relocate:
- Winnipeg, MB: reliably commute or plan to relocate before starting work (required)
Experience:
- Management: 3 years (required)
Work Location: In person
