Director of Operations

 

 

 

DIRECTOR OF OPERATIONS

THE OPPORTUNITY

We have an exciting opportunity for a Director of Operations to join Eager Beaver Moving, a

growing moving and storage company. Reporting to the President & CEO, this role is accountable

for translating confirmed bookings into consistently well-executed moves, ensuring crews,

equipment, schedules, and customer expectations are aligned across every job, every day. The

Director of Operations will be a people-focused leader with a significant impact on business

growth and the scaling of day-to-day operations.

 

The role requires active, on-the-ground leadership within daily operations, with responsibility for

people leadership, operational planning, real-time problem solving, and performance

management. The Director of Operations will hold direct accountability for service quality, crew

productivity, safety, operational margins, and overall customer satisfaction, and must

demonstrate sound judgment under pressure, strong operational discipline, and a continuous-

improvement mindset.

 

Based in Edmonton, the role provides operational oversight across the Edmonton and Calgary

locations, with a particular focus on scaling the Calgary operation, as well as the Edmonton-based

Commercial Division. The Director of Operations will join a supportive, collaborative team

environment where people work closely together and take shared pride in delivering a positive

customer experience.

 

This role is intended to work in close partnership with existing operational leaders and teams,

building structure and accountability while strengthening the capabilities already in place.

 

THE ORGANIZATION

Eager Beaver Moving is a Canadian, family-owned moving company that has been operating since

1984. Built on three generations of experience within the Watson family, the company has grown

from a small operation into a provider of residential and commercial moving services across its

markets.

Founded by Jack Watson, the company expanded with the establishment of its Edmonton branch

in the early 1990s and has continued to grow under current leadership since 2013. Eager Beaver

is known for its transparent quoting process, quick and customized customer support, careful

handling of belongings, and an industry-low claim ratio.

 

 

 

 

Eager Beaver is guided by a clear Core Focus:

Purpose: To Help Make Life Easier

Niche: Bringing Positivity to Your Moving Experience

Eager Beaver’s culture is grounded in a strong set of Core Values that shape how teams work

together and serve customers:

Bring It!

Representing our commitment to consistently delivering high-energy, top-notch service.

Professional Excellence

Ensuring meticulous care for belongings and maintaining high professional standards.

Positive Attitude

Cultivating a friendly, positive environment in all customer and colleague interactions.

Teamwork

Encouraging collaboration, mutual support, and strong team synergy.

Always Growing

Fostering accountability, continuous skill development, business growth, and personal

advancement.

For more information, please visit their website: www.eagerbeavermoving.com.

RESPONSIBILITIES

End-to-End Operations Oversight

• Own daily, weekly, and seasonal operational planning across all moves (local, long-

distance, residential, and commercial).

• Ensure smooth coordination between sales/booking, dispatch, crews, fleet, and

customer communication.

• Act as the escalation point for complex or high-risk moves and operational issues.

Crew Leadership & Workforce Management

 

 

 

 

• Lead hiring, onboarding, training, scheduling, and performance management of movers,

drivers, and team leads.

• Establish clear crew expectations around professionalism, safety, care of goods, and

customer interaction.

• Build a bench of reliable crew leads and supervisors to reduce owner dependency.

Dispatch, Scheduling & Capacity Optimization

• Oversee dispatch planning to maximize truck utilization, crew efficiency, and on-

time performance.

• Balance workload during peak season while controlling overtime, burnout, and

service degradation.

• Improve forecasting for staffing, truck availability, and equipment needs.

Quality Control & Customer Experience

• Implement standardized move procedures, checklists, and service standards.

• Monitor move outcomes, customer feedback, claims, and complaints.

• Reduce damages, claims frequency, and service recovery costs through process

improvement and training.

Fleet, Equipment & Asset Management

• Oversee maintenance schedules, inspections, and readiness of trucks, trailers, and

moving equipment.

• Ensure compliance with safety standards, insurance requirements, and regulatory

obligations.

• Plan fleet growth or replacement in alignment with demand and profitability.

Financial & Performance Accountability

• Own and be accountable for key operational KPIs, including cost per move, revenue per

truck per day, crew productivity, claims and damage ratios, and overall customer

satisfaction and repeat business.

• Partner with ownership on pricing discipline, margin improvement, and cost control.

• Identify inefficiencies and implement practical, measurable solutions.

Process Improvement & Scaling

• Document and refine SOPs across operations, training, dispatch, and move execution.

 

 

 

 

• Support growth initiatives such as new service lines, additional locations, or larger

commercial contracts.

• Fully utilize current operational systems and tools.

Health & Safety

• Provide leadership and accountability for health and safety across operations, including

compliance, training, incident prevention, and continuous improvement in safety

practices.

QUALIFICATIONS

• Minimum 8 years of progressive operations leadership experience in field-based service,

logistics, transportation, or comparable operational environments; experience in

moving and relocation is considered an asset.

• Proven experience leading hourly, safety-sensitive crews, including hiring, training,

scheduling, performance management, and retention.

• Demonstrated responsibility for fleet operations, dispatch planning, and high-volume,

time-sensitive scheduling.

• Experience scaling operations during peak and seasonal demand, balancing service

quality, labour availability, and cost control.

• Strong working knowledge of operational KPIs, including productivity, utilization, WCB

claims, and margin performance.

• Experience implementing or improving standard operating procedures (SOPs), training

programs, and operational controls.

• Familiarity with dispatch, CRM, or workforce management systems used in service or

logistics environments; formal systems experience preferred but not required.

• Experience working within a structured operating framework (e.g., EOS) is an asset.

• Valid driver’s licence and willingness to maintain an on-the-ground presence within daily

operations.

KEY COMPETENCIES

• Able to earn credibility and respect with frontline crews while holding clear

performance, safety, and professionalism expectations.

• Operationally sharp, decisive, and calm in fast-paced, high-pressure (24/7, 6 days per

week) environment.

• Solid understanding of safety standards, liability exposure, and risk management in

field-based service operations.

 

 

 

 

• Practical and solutions-oriented, with the ability to resolve issues quickly and

sustainably.

• Strong communicator with customers, crews, and ownership, able to set expectations

and address issues clearly (confident speaker).

• Comfortable working with operational data, costs, and margins to drive efficiency and

continuous improvement.

• Continuously focused on improving processes, developing people, and strengthening

operational outcomes.

• Demonstrated accountability for health and safety performance in a field-based, safety-

sensitive operating environment.

FOR MORE INFORMATION, PLEASE CONTACT

SANDY JACOBSON | T: 780.944.1327| E: [email protected] |

www.richardsonsearch.ca