Operations Manager

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Collection Operations Coordinator

Mission

Manage RPM's Quebec subcontractor network, optimize collection routes using OSCAL, and ensure service calls are completed across all regions. Act as the link between drivers, customer service, and collection sites to maintain service standards and support client retention in Quebec.

Key Responsibilities

1. Quebec Subcontractor Management

• Manage the day-to-day relationship with RPM's Quebec subcontractor network
• Monitor subcontractor performance against defined KPIs, volumes collected, route completion rates, punctuality, and quality standards
• Administer subcontractor contracts - track terms, renewal dates, and compliance with RPM's operational and environmental standards
• Onboard new subcontractors - train them in RPM's standards, processes, and expectations before they go live
• Identify underperforming subcontractors early and escalate to Head of Collection Operations with a recommended course of action
• Ensure subcontractors comply with RPM's health, safety, and environmental requirements at all collection points
• Participate in the recruitment and selection of new subcontractors alongside the Head of Collection Operations - assess fit against RPM's operational standards before onboarding

2. OSCAL Route Optimization

• Master RPM's OSCAL logistics software and become the internal expert for the Quebec region
• Use OSCAL to plan, optimize, and direct subcontractor routes for maximum efficiency and volume
• Continuously review and improve route plans as the network grows or changes
• Train subcontractors on OSCAL where required
• Liaise with OSCAL team on any OSCAL improvements, bugs, or capability gaps - translate operational needs into clear requirements

3. Service Call Follow-Up & Customer Service Liaison

• Act as the operational link between customer services and drivers across all regions of Canada for collection-related service calls
• Track open service calls to ensure they are completed on time and to standard
• Proactively update collection sites on expected service timing to reduce uncertainty and improve client experience
• Flag recurring service failures to the CCMs, Head of Collection Operations and customer service team
• Work with the Director of Commercial Development's team on any client-facing service issues that have commercial implications

4. Volume Monitoring

• Monitor inbound plastic volumes from Quebec subcontractors on a weekly basis
• Identify gaps or drops in volume early and flag to Head of Collection Operations and the commercial team
• Contribute data and field intelligence to the weekly volume reporting process

5. Quebec Site Visits: Client Acquisition & Retention

• Conduct regular site visits to existing Quebec collection sites - maintain relationships, identify issues before they escalate, and reinforce RPM's service standards
• Support new client acquisition in Quebec alongside the commercial team - visit prospective collection sites and present RPM's value proposition
• Client acquisition can translate into commissions
• Represent RPM professionally in all client-facing interactions

6. Standards & Compliance

• Ensure all Quebec subcontractors and collection points operate to RPM's centrally defined operational standards
• Conduct or support compliance checks at collection sites
• Report any standards gaps or risks to Head of Collection Operations immediately

Key Indicators of Success

• Quebec subcontractor route completion rate - target and track weekly
• Volume inflow from Quebec subcontractors - no unexplained drops
• Service call completion rate and response time - improving quarter on quarter
• Collection site satisfaction - measured via feedback and retention
• OSCAL adoption and optimization - route efficiency improving over time
• Subcontractor compliance rate with RPM standards
• New Quebec collection sites signed (supporting commercial targets)

Profile

Experience:

• 3–5 years in logistics coordination, field operations, supply chain, or similar
• Experience managing subcontractors, third-party networks, or field service teams
• Familiarity with route optimization software (OSCAL or similar - full training provided)
• Experience in a client-facing or service-delivery role
• Salary to be negotiated based on expérience

Skills:

• Highly organized - manages multiple priorities without dropping the ball
• Strong communicator - effective with drivers, subcontractors, office teams, and clients
• Data-literate - comfortable reading volume and performance data and acting on it
• Problem-solver - identifies issues proactively and brings solutions, not just problems
• Technically comfortable - picks up new software quickly, can train others

Personal qualities:

• High ownership mentality - sees a gap and fills it without being asked
• Calm and professional under pressure
• Builds trust quickly with field teams and clients alike
• Comfortable spending time in the field as well as at a desk

Language: Bilingual French/English - both excellent, written and spoken

Mobility: Regular travel within Quebec for site visits; occasional travel to other regions

Rémunération : 0,01$ à 0,02$ par heure

Lieu du poste : En présentiel