Customs Operations Supervisor - Canadian Release Team

A & A Customs Brokers•Toronto, ON

9d•CA$75,000 - CA$85,000•Remote

About The Position

We're looking for a Customs Operations Supervisor to lead the Canadian Release Team at A & A Customs Brokers. This role is responsible for ensuring timely, accurate, and client-focused delivery of customs release services across all modes of transportation. As we shift into an increasingly tech-enabled environment, this role is critical to maintaining high performance while driving efficiency, accountability, and excellent client outcomes. The ideal candidate is as comfortable solving operational issues as they are coaching team members, managing service quality, and working with industry systems like ITMr4 and Candata alongside modern AI-powered document processing tools. This role is built to grow. As A & A scales its Canadian operations and leans further into AI-enabled processing, the person who owns this well will have a clear path to broader operational leadership.

Requirements

5+ years of experience in Canadian customs release operations or a related field.
Prior experience supervising or leading a customs processing team.
Working knowledge of PGA/OGD workflows (CFIA, CBSA, PARS/ACI) to accurately diagnose release delays.
Strong analytical and data skills - able to work through transaction-level data (Excel or reporting tools) to identify trends, root causes, and improvement opportunities.
Strong communication, coaching, and organizational skills.
Ability to work in a fast-paced, remote environment and adapt to evolving workflows.

Nice To Haves

Familiarity with ITMr4 and Candata is an asset.
Experience with AI-driven document processing tools is an asset.

Responsibilities

Supervise the day-to-day functions of the Canadian Release Team, ensuring timely and accurate customs entries.
Ensure client service expectations are met or exceeded, particularly for high-priority or time-sensitive shipments.
Collaborate closely with the Manager of Canadian Operations on team planning, performance management, and service standards.
Serve as the first point of escalation for customs or service delivery concerns.
Own and enforce release and exception-handling workflows, SOPs, and escalation sequences, ensuring consistent adherence across the team.
Drive release performance against SLA targets - investigate misses, distinguish internal readiness gaps from regulator delays, and report on trends before they affect clients.
Identify service delivery gaps and lead root-cause investigations, driving corrective actions that measurably improve release cycle times; coach team members with a focus on continuous improvement.
Help integrate and optimize automation tools, including AI-supported document processing.
Participate in recruitment, onboarding, and professional development of team members.
Support cross-department collaboration, especially with Compliance and Client Services.
Be available after hours as needed to support urgent matters.