Operations Manager, Integrated Customer Solutions

Work Location Type: Onsite  

About Grainger

W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working® by serving more than 4.6 million customers worldwide with maintenance, repair and operating (MRO) products and value-added solutions delivered through innovative technology and deep customer expertise. Known for its commitment to service and purpose-driven culture, the Company reported 2025 revenue of $17.9 billion. For more information, visit

Compensation:

The base salary for this role ranges between $ 76,880 - $ 105,710, with eligibility for an incentive target of 5% which is contingent upon achieving both individual and company performance objectives.

The pay range above is not a guarantee of compensation but reflects the potential total compensation for this role at the time of this posting based on the assigned job grade. Actual compensation will vary depending on factors such as geographic work location, relevant experience and individual skills. The stated range is a reasonable estimate and may change over time; final compensation may fall above or below the range provided. Grainger reserves the right to amend, modify, or discontinue its compensation and benefits programs at any time, in accordance with applicable law.

This job posting is for an existing vacancy.

Principle Function: 

Reporting to the Market Manager, the Operations Manager, ICS will work at the Customer Facility providing day-to-day strategic leadership in building a high performing, engaged team who delivers service excellence, profitable sales growth, continuous improvement, to support Grainger Canada’s customer, and the contractors on site.

Work Location & Schedule:

This is a fly-in/fly-out (FIFO) position out of Edmonton, AB supporting our mining client on site in Hope Bay, Nunavut. The successful candidate must live near Edmonton and will work a 14 days on / 14 days off schedule, with  camp accommodations provided during the work rotation.

• All travel to and from the site is arranged and covered by the company.
• While on site, you will reside in a fully serviced camp environment.

Principle Duties & Responsibilities:

People Leadership:

• Demonstrates, excels and leads front line team members in their understanding and commitment to the Grainger Principles.

• Supervise and lead the frontline SSR’s in day-to-day operations to drive an exceptional customer experience

• Supervise and manage team, including recruiting, training, motivating, and conducting the performance excellence program
  
• Work with the SSR team with the preparation of customer quotes, contracts, and advise on pricing strategies
  
• Monitor team member productivity and motivate team to reach company goals and objectives

• Completion of BBSO with team members 
  
• Ensure compliance to the EHS plans and policies at site
  • Ensure Team Member training is completed as per customer and Grainger requirements and the training records are retained/up to date and documented on the Training Matrix
  • Ensure incidents are reported as per the customer onsite process
  • Ensure team members are abiding by the best practices including housekeeping practices, inspections, completing FLHA’s - supervisors/managers are reviewing and signing off on the FLHA’s and records are retained at locations as per the company record retention schedule. 
  • Ensure Life Saving Rules are communicated to all team members and ensuring all team members are following the Life Saving Rules 
  • Ensure customer and Grainger EHS policies, procedures and guidelines, notices and bulletins are communicated and practiced/followed by all team members 

• Ensure compliance of workforce with provincial regulations, codes and approved Grainger Canada operating practices

Business Leadership:

• Monitor productivity to ensure team members are achieving operational KPI’s 
• Participate in cadence of virtual and in-person meetings with customer business units to manage overall performance of the program 
• Work directly with customer on requirements within respective area (IE product additions to tool cribs/stores, New vending/VMI opportunities)
• Engage Market and Program Manager for support on larger initiatives with customer
• Work with GCAN Manufacturer Partners to coordinate tool crib visits with intentions of providing hands on product knowledge and training sessions with frontline team 
• Assist / guide new business installations from project management perspective
• Liaise with national scanning and build center teams

• Implement KeepStock solutions and provide ongoing support for customers and SSRs
• Work with Branch Manager Onsite Operations to observe all aspects of the customer’s operations looking for opportunities to right-size solutions and improve ROI
• May participate in Continuous Improvement (CI) Team meetings and CI on-site initiatives as required
• Answer customer concerns with pricing, procurement, delivery, and product promoting Private Brands, NTS and eCommerce channels whenever possible
• Maintain a well-rounded knowledge of products sold and transacting channels
• Promote Company products and services to customers and provide substitutions where required
• Contribute to the preparation/execution of annual operating plan including profitable sales, gross margins, expenses and earnings
• Support Branch Manager in leading the 5S process to clean and optimize the branch. Utilize company best practices
• Prepare reports on an as needed basis to provide information to Branch Manager and provide management communication through Daily Service Meetings
• Maintain knowledge and ensure compliance of WHMIS, Transportation of Dangerous Goods Act, WCB/WSIB, and all related governing legislation
• Other duties and responsibilities as required for the position

Preferred Education & Experience

• Completion of post-secondary education, preferably in business management or equivalent work experience
• Knowledge of industrial and/or safety products is preferred
• Proven experience of effective coaching, team building, recruitment, training and development of a team, coupled with a hands-on management approach
• Strong leadership qualities with good communication, customer service, and interpersonal skills
• Proven skills in time management and ability to priorities tasks within a fast-paced environment
• Proficient computer skills and aptitude
• Understanding of local customer and market dynamics and requirements would be considered an asset

This role may require you to attend customers’ sites and adhere to safety requirements in accordance with applicable health and safety legislation, as it relates to wearing personal protective equipment (PPE) on certain customer sites. This may include: a hard hat; steel-toed safety boots, clean shaven or trimmed moustache/beard in order to wear a close-fitted N95 mask or other required PPE. Details of these requirements will be provided during the recruitment process. 

Some customers may have alcohol and drug screening policies for on-site contractors and vendors. You may be required to submit to such customer screening procedures as and when requested as a condition of being permitted on such sites.

Rewards and Benefits:
Our programs provide choice and flexibility to meet your individual needs. Check out some of the benefits available to you with Grainger (may vary based on hours worked):

• Medical, dental, vision and prescription drug coverage
• Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
• Life insurance coverage, including spousal and dependent life insurance.
• Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns
• Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future
• Educational & Professional Membership Fee Assistance program
• Employee discounts, team member perks and more!

DEI Statement:

We encourage you to apply even if your experience doesn't perfectly match this job post as you may still be the right candidate for this role or others. We aspire to create a culture where everyone is comfortable being who they are, can learn and grow to realize their full potential, and is recognized and rewarded for their impact.

We are proud to be an equal opportunity workplace. All qualified applicants are considered for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Should you need a reasonable accommodation during the application and selection process, please advise us so we can provide appropriate assistance.

Pre-employment background checks are required for all external candidates. Internal candidates undergo a background check when they move from a non-driving role to a driving role.