Operations Manager - Manchester Pet Supplies

Location: Brantford, Ontario (on-site)

Salary: $100,000 - $180,000

Perks: Company phone, benefits, RRSP matching, performance-based bonus

Reporting to: Owner

Growth: Opportunity to step into a Chief Operations Officer role

About Manchester Pet Supplies

Manchester Pet Supplies is a leading distributor of premium pet products, serving over 1,300 independent stores across Canada with a strong base in Ontario, Quebec, and the Maritimes. Whether it's raw food, toys, supplements, or accessories, the team delivers premium brands with exceptional service.

Manchester Pet doesn't just deliver orders, they build trust, solve problems fast, and go the extra mile for their customers, vendors, and internal team. As they prepare to move into a new facility and grow their operational footprint, we're looking for an Operations Manager to lead that growth with precision, care, and strategy.

The Role

Manchester Pet Supplies is hiring an exceptional operations leader to elevate and scale a strong, well-established team. This role demands a strategic, hands-on operations manager who can drive performance, implement structure, and lead with clarity in a fast-paced, high-demand environment.

You'll oversee all core operations, customer service, warehouse management, logistics and fleet strategy, inventory management and accuracy, and the flow of 650+ weekly orders. You'll also collaborate with and lead an office team, ensuring alignment and operational excellence across all functions. A key focus of this role is upholding the company's commitment to exceptional service, delivering consistent, reliable outcomes for both customers and vendor partners. With KPIs and metrics as your guide, you'll embed accountability, efficiency, and continuous improvement throughout the organization.

If you're driven to lead a well-established business, high-performing team, challenge the status quo, and deliver exceptional results, we want to hear from you.

Who You Are

Decisive, confident, and proactive, you move fast and lead with clarity

You lead with a servant's heart, lifting others up, giving credit freely, and finding fulfillment in helping your team thrive

You guide through clear expectations and accountability, not micromanagement

You like to have fun at work

Key Responsibilities

Fleet and Logistics Operations

Lead inbound and outbound logistics from vendor receiving to final-mile delivery

Manage daily routing and fleet performance for company-owned and courier operating throughout Ontario and Eastern Canada

Improve delivery timelines, minimize order errors, and reduce damage in transit

Supervise and support a fleet coordinator and logistics supervisor, including oversight of vehicle maintenance, replacements, and vendor interactions

Use data to monitor route efficiency and reduce operational costs

Inventory and Warehouse Management

Oversee real-time inventory accuracy across thousands of SKUs, ensuring proper rotation and minimizing mis-picks and returns

Lead and scale daily warehouse operations, including picking, staging, and outbound processing

Prepare the team and systems for a smooth transition into a larger facility

Introduce and maintain SOPs to support throughput and team performance

Use Excel and ERP/WMS tools (Spire ERP preferred) to improve forecasting, reporting, and demand planning

KPI Development and Financial Oversight

Establish and track KPIs across logistics, warehouse, and service performance to drive accountability

Use reporting tools to identify gaps and support decision-making at the operational level

Monitor key operational costs, including freight, damage, and labour efficiency, to maintain budget alignment

Customer, Vendor, and Cross-Functional Support

Ensure consistent and accurate delivery to over 1,300 retail partners, ranging from local independents to national franchises

Maintain and improve service levels for 55+ vendor brands by aligning fulfillment timelines and accuracy expectations

Support purchasing and sales teams by enabling smooth order execution, inventory alignment, and timely communication around availability or delivery issues

Participate in trade shows, vendor meetings, and seasonal planning with agility and professionalism

Provide clear, data-informed responses to vendor and customer inquiries regarding product movement and delivery performance

People and Culture Leadership

Lead, coach, and support a growing team of 30+ employees across warehouse, logistics, and office functions

Strong interpersonal and conflict resolution skills; able to address issues directly while maintaining a positive, solutions-focused environment

Foster a supportive and performance-driven environment through structured communication, training, and goal-setting

Encourage collaboration, accountability, and shared success across all staff and departments

What Success Looks Like:

Sales Growth

Meeting Operational Budget

Maintaining Company Culture

Qualifications:

5+ years of experience in operations management (wholesale or distribution), supply chain, or logistics roles.

Experience servicing franchisees and independent owners preferred.

Bachelor's degree in Business, or related.

Strong Excel and data reporting skills; must be experienced in using reports to drive action

Proven success scaling distribution, warehouse, or fleet operations

ERP/WMS experience required (Spire ERP a plus)

Long-term career mindset with a desire to grow into a senior leadership role

Compensation:

Salary: $100,000 - $180,000 + performance-based bonus

Benefits: Health benefits package, RRSP matching