Operations Manager

About the role

As Operations Manager, you will oversee offshore customs operations for shipments, ensuring accurate, timely, and compliant processing. You will lead entry processing, documentation review, data quality, and team performance while coordinating closely with Canadian brokerage leadership.

Key responsibilities

• Oversee daily execution of customs entries, including Section 321, casual imports, and high-volume parcel shipments
• Ensure accurate, timely data submission into CanData, BorderConnect, and other HQ-directed systems
• Review exception queues and escalate incomplete, incorrect, or non-compliant records
• Monitor cutoffs and volume flow to ensure all entries meet Canadian clearance timelines
• Lead the PH-based team — entry clerks, scrubbing agents, documentation reviewers, and QA staff
• Delegate tasks based on daily volume, team capacity, and client deadlines
• Track attendance, task closure rates, and performance benchmarks
• Conduct coaching sessions with Team Leaders and facilitate triads with Team Leaders and staff
• Identify root causes of data issues and drive corrective action with Team Leaders
• Maintain and enforce up-to-date SOPs aligned with HQ practices; organize retraining as needed

About you

• Licensed Customs Broker (required)
• Bachelor's degree in Customs Administration, Business, Logistics, or a related field
• Minimum 5 years of experience in customs brokerage, logistics operations, or a related field
• At least 2 years in a supervisory or managerial role overseeing a team
• Working knowledge of Canadian customs regulations (CBSA), CARM, and B2C entry processing
• Proficiency in CanData, BorderConnect, and other CBSA-compliant systems
• Strong understanding of HS code classification, entry filing, and data scrubbing processes
• Proficient in MS Office (Excel, Word, Outlook) for reporting and documentation
• Excellent written and verbal communication skills in English