Operations Manager

Who We Are

We are a dynamic, growth-oriented and safety-focused company. Our organization has been deemed to be an “essential service” by providing recycling, resource recovery and waste management services that keep our communities clean and safe and valuable materials within the circular economy. We are looking for energetic and driven team members to support our growing company and play a crucial role in achieving our corporate mission and vision.

Emterra Group is proud to be recognized as one of Canada’s Greenest Employers, a certified diverse supplier of the Canadian Aboriginal and Minority Supplier Council (CAMSC), the Canadian Women Business Enterprise National Council (WBE), and WEConnect International.

We are currently searching for a Collections Operations Manager
, who will provide leadership and oversight for our collections operations in Surrey, BC. This position plays a key role in ensuring the safe, efficient, and cost-effective delivery of collection services while leading and developing a high-performing operations team. The Collections Operations Manager will oversee daily operations, service performance, route optimization, employee performance, customer service, and continuous improvement initiatives.

• Lead, manage, and develop the collections operations team, including Route Supervisors, drivers, loaders, and other assigned employees.
• Provide leadership, coaching, training, and performance management to ensure a safe, productive, and engaged workforce.
• Support the recruitment, onboarding, training, development, and retention of operational employees.
• Address employee performance concerns and implement corrective action, discipline, and termination procedures in accordance with Company policies and procedures.
• Plan, direct, coordinate, and oversee daily collection operations to ensure services are completed safely, efficiently, and in accordance with customer and contractual requirements.
• Monitor daily route performance, staffing levels, equipment availability, service issues, and operational productivity, taking corrective action as required.
• Review and analyze route costs, productivity, service levels, and operational data to identify opportunities for route optimization, cost savings, and improved efficiency.
• Lead continuous improvement initiatives to enhance collection operations, service delivery, productivity, and customer satisfaction.
• Work closely with Route Supervisors and other operational leaders to address missed collections, service concerns, customer complaints, and other escalated operational issues.
• Respond to and resolve escalated customer and municipal inquiries and complaints with professionalism and urgency.
• Ensure appropriate resources, including staffing, fleet, and equipment, are available to meet daily operational and service requirements.
• Work collaboratively with fleet and maintenance teams to maximize vehicle availability and minimize operational downtime.
• Monitor operational performance against established KPIs, budgets, service standards, and customer or municipal contract requirements.
• Prepare and review analytical, operational, and statistical reports and provide recommendations to senior leadership.
• Develop and manage annual operating budgets for assigned collections operations, including forecasting staffing, fleet, equipment, and other operational requirements.
• Monitor expenditures, identify cost-saving opportunities, and take action to ensure operations remain within budget.
• Support business planning and make recommendations regarding capital expenditures (CAPEX), fleet requirements, equipment, and other operational investments.
• Develop, implement, and maintain operational policies, procedures, and best practices to support safe and efficient collection operations.
• Promote and maintain a strong safety culture and ensure employees understand and comply with all health and safety legislation, Company policies, and safe work procedures.
• Investigate operational and safety incidents and support the implementation of corrective actions to prevent recurrence.
• Conduct regular performance reviews and support the development of operational employees…