Your Role: At the Heart of the Chain
Main Responsibilities1. Strategic Partnership & Business Alignment- Identify mutually beneficial opportunities that support IDC sustainability, operational excellence, customer experience and Intelcom’s delivery capacity.
- Advise regional leadership on IDC partnership trends, risks and opportunities.
- Represent IDC perspectives objectively in internal discussions while ensuring alignment with Intelcom’s strategic priorities and operational requirements.
2. Capacity Planning & Partner Development- Collaborate with Operations and Procurement to assess future delivery requirements, identify capacity gaps and support capacity-planning strategies in assigned markets.
- Find new potential IDC’s and guide them through the selection and contracting process and onboarding phase (in collaboration with IDC compliance team)
- Provide input into IDC selection, onboarding and development strategies based on operational and customer needs.
- Support IDC scalability by identifying performance or capability gaps and recommending tailored development solutions.
- Support IDC’s with planning and confirming capacity of adequate vehicles and drivers and ensure IDC’s delivery on committed capacity including ramping up and down.
3. Partner Relationship, Communication & Engagement- Build and maintain trusted, professional relationships with IDC partners and internal stakeholders.
- Maintain rigorous monitoring of IDC KPIs and compliance.
- Adequately document their interventions and action plans.
- Ensure proactive communication with partners.
- Execute IDC performance reviews / QBR’s as per company policy and that follow up actions are realized or escalated as per company policy
- Maintain regular and transparent communication with IDCs regarding policies, tools, services, operational expectations and information sessions.
- Establish two-way communication by gathering partner feedback and sharing relevant insights with internal stakeholders.
- Address partner questions, concerns and grievances constructively, using negotiation, mediation and conflict-resolution skills.
- Represent Intelcom’s values and partnership approach consistently across all interactions.
4. Field Engagement, Performance & Operational Insight- Maintain regular engagement with delivery stations, frontline teams and IDC partners to understand operational realities.
- Review relevant performance indicators and field observations to identify risks, recurring issues and improvement opportunities.
- Translate field insights into practical recommendations for regional Operations and other internal stakeholders.
- Support station teams in identifying opportunities to strengthen collaboration with IDCs.
- Work with IDCs and Operations to develop appropriate action plans and monitor agreed follow-up actions.
- Challenge IDC’s on quality and capacity gaps and support them in finding relevant solutions; ensure training materials and IDC management tools are available and used
- Leverage IDC Business Reviews to formalize improvement and development actions and their successful completion or need for escalation
- Strong report-writing skills, with the ability to produce comprehensive analyses, executive summaries, and strategic, solution-focused recommendations.
5. Change Enablement & Adoption- Support IDCs through policy changes, new technologies, operational initiatives and performance-improvement plans.
- Communicate to, and train IDC’s on compensation policies and tools, route productivity and driver compensation models
- Ensure that IDCs understand applicable performance KPIs, compensation plans, tools, procedures and operational expectations.
- Promote the appropriate adoption and use of Intelcom tools and processes.
- Build understanding and commitment by communicating the purpose, expected benefits and impact of changes.
- Identify implementation challenges and escalate roadblocks to the appropriate stakeholders.
6. Compliance & Risk Management- Identify potential contractual, operational and compliance risks affecting IDC partnerships.
- Communicate areas of non-compliance clearly and recommend appropriate mitigation or corrective actions.
- Follow up with IDCs and internal stakeholders until agreed corrective actions have been completed.
- Apply the established escalation process when risks or non-compliance issues are not resolved within the expected timeframe.
- Maintain appropriate documentation of significant risks, commitments, escalations and corrective actions.
Key Competencies
- Business & Operational Acumen
- Data-Driven Decision Making
- Partnership & Stakeholder Management
- Communication, Influence & Conflict Resolution
- Change Enablement, Compliance & Professional Judgment
- Strong team player with the ability to build collaborative relationships and contribute to a high-performing team environment
Qualifications
Education
- Bachelor's degree in business administration, Supply Chain Management, Logistics, Operations Management, Human Resources, or a related field + 6 years work experience
Expériences
Intermediate Level (3–5 years)
- Experience managing external partners, contractors, franchisees, or vendors.
- Strong background in performance management using KPIs and BI dashboards.
- Experience in negotiation, conflict resolution, and stakeholder engagement.
- Exposure to capacity planning or operational workforce planning.
Type of Experience (Preferred Backgrounds)
- Entrepreneurship or experience operating a small business (understanding contractor realities).
- Vendor or franchise network management.
- HR or labor relations exposure (especially contractor models).
- Operations leadership in a fast-paced, field-based environment.
Personal Attributes
- High emotional intelligence and strong mediation skills.
- Strategic thinker with strong operational grounding.
- Comfortable operating in ambiguity and high-pressure environments.
- Strong integrity and ability to handle sensitive information confidentially.
- Customer-centric mindset with strong resilience and adaptability.
Language & Mobility
- Bilingual (French and English) preferred, for Quebec-based IDC BPs
- Willingness to travel regularly
Why Join Intelcom | Dragonfly?
Short- and medium-term growth opportunities
Comprehensive group insurance
Group RRSP program
Employee Assistance Program…
This position has been opened to address a genuine organizational need within the company.
The process is simple: If your profile catches our attention, a member of our recruitment team will contact you for an initial conversation. Then, you’ll meet directly with the site manager.
See you soon!
