Director, Operations
Help build Canada’s next global success story.
We are hiring for one of Canada’s fastest-growing technology companies, recognized by Deloitte as the #1 Enterprise Software company in the 2025 North American Technology Fast 500 and ranked #5 in Deloitte Canada’s 2024 Technology Fast 50 Companies to Watch.
This is a rare opportunity for an accomplished Operations leader to join a high-growth Canadian technology company at a pivotal stage of its journey, with a clear path toward a future VP-level role.
We are looking for someone who has been there before, a leader who has helped companies scale, built strong teams and operating infrastructure, navigated complexity, and knows how to evolve an Operations function as a business enters its next chapter.
You will work closely with the VP Operations, CEO, fellow Vice Presidents, and senior leadership in a highly collaborative environment where Operations is a strategic partner to the business.
This is an opportunity to help shape what comes next.
The Mandate
- As Director, Operations, you will lead the day-to-day operations function, strengthen the systems and processes that support continued growth, and ensure the business can scale efficiently, reliably, and profitably.
- You will report to the VP Operations and serve as a key operational leader responsible for translating company priorities into consistent execution. The role offers a clear path toward a broader VP-level mandate as the organization grows.
- Your responsibilities will include:
- Manage the full order lifecycle from order intake through fulfillment and delivery.
- Oversee daily operational performance, ensuring service levels, quality standards, and delivery commitments are consistently met.
- Manage vendor and partner relationships, including capacity planning, sourcing, integrations, performance reviews, and SLA compliance.
- Monitor vendor capacity, concentration risk, service issues, and escalation requirements.
- Support financial operations related to margins, unit economics, monthly billing, reconciliations, and vendor payments.
- Identify billing discrepancies, cost leakage, margin pressures, and other financial operating risks.
- Implement and maintain operational controls, governance processes, and compliance procedures, including requirements related to HIPAA and SOC 2.
- Support day-to-day risk management by identifying issues early, documenting mitigation plans, and escalating material concerns to the VP Operations.
- Develop and maintain operational reporting and KPIs covering vendor performance, team productivity, fulfillment quality, costs, service levels, and business trends.
- Partner with Product, Customer Success, Sales, and Marketing to align operational execution with company priorities.
- Reduce manual dependencies by standardizing workflows, improving documentation, and implementing automation and AI-enabled solutions where appropriate.
- Lead process-improvement initiatives that improve efficiency, scalability, accuracy, and customer outcomes.
- Manage and develop operations managers and team leads, creating clear expectations, accountability, and opportunities for growth.
- Contribute to quarterly planning sessions focused on operational capacity, resource requirements, and business readiness over the next 12–24 months.
- Provide the VP Operations and leadership team with timely updates, recommendations, and visibility into operational performance.
- Build a function that can operate effectively without every decision requiring executive involvement.
Who You Are
- You are an experienced operations leader who has managed complex, high-volume, or distributed fulfillment environments.
- You have hands-on experience in production and logistics environments comparable to print, mail, transactional communications, postal, or similar distributed operations.
- You understand how to manage vendor networks, enforce SLAs, monitor capacity, and improve performance among partners who do not report directly to you.
- You are financially sharp and comfortable with unit economics, margin management, reconciliation, billing integrity, and cost analysis.
- You understand that compliance must be reflected in daily workflows, access controls, documentation, and vendor practices.
- You think in systems and processes before adding headcount and have experience moving teams from manual work toward standardized and exception-based operations.
- You are a strong people leader who has developed managers and team leads into more capable and accountable operators.
- You bring a collaborative, low-ego approach and are comfortable challenging assumptions constructively.
- You are adaptable, curious, and able to work effectively in a fast-moving, entrepreneurial environment.
- You can manage the business across multiple time horizons: resolving today’s operational needs, preparing for the next 12–24 months, and contributing to longer-term planning.
- You are comfortable working independently while keeping the VP Operations and broader leadership team appropriately informed.
You Bring
- Significant operations leadership experience in a complex, high-volume, or distributed fulfillment model.
- Experience managing large transaction, piece, order, or unit volumes, or an environment of comparable operational complexity.
- Strong experience in vendor and partner management, capacity planning, financial operations, billing integrity, and operational compliance.
- Experience leading and developing managers, supervisors, or team leads.
- Strong commercial and analytical judgment, including experience with forecasting, trend analysis, cost control, and margin improvement.
- Comfort with technology, integrations, APIs, automation, and operational systems, even if you are not a technologist.
- Experience improving processes and reducing manual work through standardization and automation.
- Existing relationships or credibility within relevant carrier, vendor, production, or logistics networks is an asset.
- The ability to stay close enough to operational details to identify issues while maintaining a broader view of business priorities.
- A collaborative leadership style paired with the confidence to make decisions, take ownership, and accept accountability.
- Experience working successfully in a scaling organization where processes and operating models are still being developed.
Why This Role
- You will join at a moment when the operation has real momentum and an even bigger ambition ahead of it.
- This role is built around a simple standard: if the VP Operations were unavailable for 90 days, the day-to-day operation should continue running effectively. That means real ownership, meaningful trust, and the opportunity to make decisions within your area of responsibility without waiting for unnecessary approvals.
- You will help strengthen the operating organization, develop the leaders beneath you, and shape how the business scales toward the next level of volume and complexity.
- For the right leader, this role is more than a Director title. It is an opportunity to become a critical part of the operational backbone of the business, build a strong team, influence how the company scales, and grow into a broader VP-level mandate over time.
- If you have managed complex operations before and are ready to help build what comes next, this could be the opportunity you have been waiting for
Pay: $150,000.00-$180,000.00 per year
Work Location: In person
