Operations Manager

Operations Manager – Logistics, Inventory & Customer Experience

Company: Backcountry Recreation Location: Victoria /Vancouver, BC Job Type: Full-Time, Permanent Compensation: Competitive salary based on experience

About Backcountry Recreation

Backcountry Recreation is one of Canada's leading outdoor sauna and wellness companies, specializing in premium outdoor saunas, hot tubs, cold plunges, and related products.

Founded in 2014 on Vancouver Island, we've grown into a nationally recognized brand serving customers across Canada. Our success is built on providing high-quality products, exceptional value, and outstanding customer service.

As our company continues to grow, we're looking for an experienced, organized, and solutions-oriented Operations Manager to oversee our inventory, logistics, and customer support operations.

About the Role

We're seeking a hands-on Operations Manager who thrives in a fast-paced environment and enjoys solving problems, improving processes, and keeping operations running smoothly.

This position plays a critical role in ensuring our products are properly managed, orders are fulfilled efficiently, and customer issues are resolved professionally and promptly.

The ideal candidate is a strong leader who can work independently, take ownership of challenges, and coordinate multiple departments to deliver results.

Key ResponsibilitiesInventory & Warehouse Management

• Oversee inventory levels across our warehouses and distribution locations.
• Maintain accurate inventory records and ensure stock is properly tracked and accounted for.
• Coordinate incoming shipments, receiving, stock transfers, and inventory replenishment.
• Work with warehouse partners and third-party logistics providers to ensure efficient operations.
• Conduct regular inventory audits and investigate discrepancies.
• Identify opportunities to improve inventory management, reduce errors, and streamline processes.
• Monitor stock availability and proactively address potential shortages.

Logistics & Order Fulfillment

• Oversee the day-to-day activities of the logistics department.
• Ensure customer orders are processed, scheduled, and shipped accurately and on time.
• Coordinate freight transportation, deliveries, warehouse pickups, and distribution across Canada.
• Manage relationships with carriers, freight companies, and third-party logistics providers.
• Troubleshoot shipping delays, lost or damaged shipments, and delivery complications.
• Monitor logistics costs and identify opportunities to improve efficiency and reduce expenses.
• Develop and maintain effective shipping, receiving, and fulfillment procedures.
• Provide guidance and support to logistics team members.

Customer Service & Issue Resolution

• Take ownership of escalated customer concerns and complex service issues.
• Work directly with customers to resolve product, delivery, warranty, and after-sales concerns.
• Coordinate with internal teams and external suppliers to deliver timely solutions.
• Make practical, customer-focused decisions while protecting the company's interests.
• Identify recurring customer issues and implement processes to prevent them.
• Ensure customer communications are professional, accurate, and timely.
• Support the customer service team with difficult situations requiring management involvement.

Team Leadership & Operational Improvement

• Provide leadership, direction, and accountability to employees within the logistics and operations departments.
• Establish clear expectations, priorities, and performance standards.
• Develop and improve internal processes to support continued business growth.
• Identify operational inefficiencies and implement practical solutions.
• Collaborate with sales, customer support, warehouse partners, and senior management.
• Monitor departmental performance and report on key operational metrics.
• Take initiative to solve problems independently and ensure operational issues are addressed before they escalate.

Qualifications & Experience

Required:

• 3–5+ years of experience in operations management, logistics, inventory management, or a related field.
• Experience supervising employees or managing departmental operations.
• Strong organizational skills with the ability to manage multiple priorities.
• Experience with inventory management systems, order processing, and logistics coordination.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and sound judgment.
• Confidence handling difficult customer situations professionally.
• Ability to work independently, take initiative, and make decisions.
• Strong computer skills and proficiency with common business software.

Preferred:

• Experience in e-commerce, retail distribution, wholesale, or consumer products.
• Familiarity with freight shipping, third-party logistics (3PL), and warehouse operations.
• Experience with Shopify or similar e-commerce platforms.
• Knowledge of Canadian freight transportation and distribution networks.
• Experience handling warranty claims, damaged shipments, or after-sales support.

What We're Looking For

Beyond experience, we're looking for someone with the right attitude and approach to management.

Our ideal candidate is:

• Accountable: Takes ownership of responsibilities and follows through.
• Solutions-oriented: Focuses on resolving problems rather than simply identifying them.
• Organized: Can manage multiple moving parts without losing track of important details.
• Decisive: Comfortable making informed decisions without constant supervision.
• Customer-focused: Understands the importance of customer satisfaction while balancing business needs.
• Proactive: Identifies potential problems and addresses them before they become larger issues.
• A strong leader: Can support, motivate, and hold team members accountable.

What We Offer

• Competitive compensation based on qualifications and experience.
• Full-time, stable employment with a growing Canadian company.
• A collaborative, entrepreneurial working environment.
• Opportunities to improve processes and have a meaningful impact on the business.
• The ability to take ownership of operations and contribute directly to the company's continued success.

Why Join Backcountry Recreation?

We're a growing company with an established national customer base, an expanding product lineup, and ambitious plans for the future.

This is an opportunity for an experienced operations professional to take on a meaningful leadership role, improve how the business operates, and help shape the next stage of our growth.

Interested in joining our team?

Please submit your resume along with a brief introduction outlining your relevant experience in operations, logistics, inventory management, and customer service.

Pay: $70,000.00-$85,000.00 per year

Benefits:

• Dental care
• Extended health care
• Paid time off
• Store discount

Work Location: Hybrid remote in Vancouver, BC

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