Customs Operations Supervisor - Canadian Release Team

At A Glance Location: Remote (Canada) - we welcome applicants from across the country Salary Range: $75,000 – $85,000 CAD, based on experience Work Hours: Monday to Friday, core hours with flexibility by region Reports To: Manager of Canadian Operations Team: Canadian Release Team - customs release across all modes of transportation About the Role 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. Key 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. Qualifications 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. Familiarity with ITMr4 and Candata is an asset. Experience with AI-driven document processing tools is an asset. What We're Looking For You treat a missed release as a puzzle, not a fire drill - you dig until you find the root cause, then fix the process so it doesn't recur. Understanding why an exception happened is the part of the job you'd look forward to. You'd rather be busy and moving work forward than waiting to be told what's next. You see AI and automation as leverage, and you want a hand in shaping how a modern release team actually uses them. You do your best work remotely - managing your own time and staying close to the team without needing a desk beside them. You're looking for a role you can grow into as the company scales, not just one to hold. Why A & A? A & A Customs Brokers is a growing, remote-first customs brokerage moving quickly into AI-enabled operations. You'll have a direct hand in shaping how a modern release team runs, with real ownership, modern tools, and leadership that invests in people who grow with the company. We offer a competitive benefits package, career development, and tuition reimbursement opportunities. Ready to apply? We'd love to hear from you! A & A Customs Brokers is a fair and equitable employer. We welcome and encourage applications from all candidates regardless of ethnicity, race, religious beliefs, disability, age, gender identity, or sexual orientation. We sincerely appreciate every application; only candidates selected for an interview will be contacted.