The Delivery Manager is responsible for the daily operations and effectiveness of our delivery service, ensuring timely, accurate, professional delivery services that support company operational goals and customer satisfaction.
This role includes managing dispatching, reviewing driver mileage and tipping accuracy, coordinating delivery schedules, and participating in deliveries using their own personal vehicle.
All Delivery Managers are expected to uphold and reinforce company standards, safety practices, legislative compliance, and customer‐service excellence.
Core Competencies & Requirements
* Accountability and dependability.
* Ethics and integrity.
* Excellent customer service and communication skills (verbal & written).
* Strong organizational and time‐management skills.
* Ability to train, coach, mentor, and motivate team members.
* Proficiency with delivery/tracking software and Microsoft Office.
* Strong troubleshooting, problem‐solving, and conflict‐resolution skills.
* Attentive to detail and meticulous with record keeping.
* Professional, responsive, and positive work attitude.
* Able to learn and adapt to new systems and procedures quickly.
* Well‐defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.
Job Duties
* Oversee day‐to‐day delivery operations, including communication with customers, dispatching of deliveries and assigning routes.
* Ensure all customer complaints are addressed and handled professionally.
* Ensure that all health, safety, and security regulations are adhered to and required standards are met.
* Maintain a full understanding and reinforce departmental policies, procedures, and regulations.
* Communicate changes in policy, procedures, products, services, promotions, or any other alterations that affect the customer.
* Increase sales, expand markets, and promote business to meet given goals within provided guidelines.
* Ensure processes are maintained for checking deliveries and packaging slips.
* Review mileage logs, tipping information, and delivery records for accuracy and compliance with company standards.
* Ensure all deliveries are completed on time, with professionalism and full customer satisfaction.
* Maintain regular communication with delivery team members regarding schedules, route changes, and delivery expectations.
* Perform deliveries personally using your own personal vehicle as required by the business.
* Inspect delivery items for accuracy before departure and ensure they are delivered in excellent condition.
* Collect customer signatures, process any required documentation, and resolve routine issues onsite.
* Foster, develop, and motivate high‐performing delivery teams in a fast‐paced, dynamic environment.
* Provide coaching, training, and feedback to ensure consistent service delivery by drivers.
* Assist in onboarding new delivery staff and help enforce policies and procedures.
* Ensure all customer complaints related to deliveries are addressed professionally and resolved promptly.
* Communicate clearly with customers, internal staff, and external partners about delivery timelines or issues.
* Maintain accurate delivery records, mileage reports, delivery receipts, and daily delivery logs.
* Track and report on key delivery metrics and performance to management.
* Ensure processes are maintained for checking deliveries, customer receipts, and dispatch documentation.
* Ensure compliance with all safety, vehicle maintenance, and delivery standards.
* Report vehicle or safety issues to management and help coordinate basic maintenance or inspections.
* Adhere to all applicable cannabis legislation and regulations at both the provincial and federal levels, including age verification, delivery restrictions, and secure handling and transport of cannabis products.
* Such other duties and functions as the Company may assign to the Employee from time to time.
Why You'll Love Working Here
* Opportunity to work with a best‐in‐class team.
* Internal advancement opportunities.
* Team member perks and discounts.
Education, Training & Experience
* Minimum of 2 years work experience in delivery, logistics, or operations.
* Minimum 1 year experience in a supervisory or team‐lead role.
* Demonstrated customer service and people‐management experience.
* Valid driver's license and clean driving record.
* Valid Provincial Cannabis Certification (Selling It Right).
* Comfort driving and delivering using your personal vehicle (required).
* Compliance with any provincial / industry requirements related to delivery operations.
Working Conditions
* Some travel and physical delivery tasks required regularly.
* Manual dexterity required to use a mobile device or tablet for delivery tracking.
* Ability to lift and handle packages safely.
* Flexible schedule and availability to support peak delivery times. Hours of operations for delivery are typically between 1pm-9pm PST.
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