We are seeking an experienced and results-driven Manager, Operations – Canada to lead and optimize our end-to-end operational functions across multiple sales channels. This role is responsible for ensuring operational excellence, driving cross-functional alignment, and supporting scalable growth across Direct-to-Consumer, Marketplace, and Retail channels.

The ideal candidate is a strong people leader, strategic problem solver, and effective communicator who thrives in a fast-paced environment. Reporting to senior leadership, this individual will oversee order management, warehouse operations, systems and process improvement, inventory coordination, operational reporting, and team development while serving as a key operational partner to Sales, Marketing, Finance, and Digital teams.

Key Responsibilities

Operations & Supply Chain Management

• Lead daily order management and fulfillment operations across all sales channels, including DTC, ecommerce, retail, and other strategic accounts.
• Partner closely with warehouse teams to establish priorities, optimize workflows, and ensure service level expectations are consistently achieved.
• Oversee inbound inventory planning and provide regular forecasting updates to support warehouse capacity and resource planning.
• Maintain visibility across all order channels through consolidated reporting and proactive communication with internal stakeholders.
• Manage retailer short-shipment resolution processes, ensuring timely communication, accurate documentation, and effective issue resolution.
• Review and approve retailer claims related to damaged goods, providing recommendations on credits, discounts, and product disposition.
• Conduct regular warehouse visits to assess operational performance, identify improvement opportunities, and strengthen partnership effectiveness.
• Review and analyze warehouse-related costs, including container pricing, storage, and fulfillment fees, providing recommendations for optimization.

Leadership & Team Development

• Lead, coach, and develop a high-performing operations team, fostering accountability, collaboration, and continuous improvement.
• Facilitate regular team meetings to review performance, address challenges, and align priorities.
• Oversee workforce planning, vacation approvals, and resource allocation to ensure uninterrupted operational support.
• Support team members with complex order management, customer service escalations, and operational challenges as required.
• Build and maintain a culture of operational excellence through process standardization, training, and performance management.

Systems & Process Optimization

• Act as the primary operational lead for business systems, including NetSuite and EDI integrations.
• Partner with internal and external technology providers to troubleshoot issues, implement enhancements, and improve system functionality.
• Identify opportunities to streamline workflows, improve reporting capabilities, and increase operational efficiency.
• Support ongoing process improvement initiatives across order management, inventory control, and supply chain operations.

Cross-Functional Business Partnership

• Collaborate with Sales, Marketing, Finance, and Digital teams to ensure alignment on inventory availability, promotional activities, product launches, and customer commitments.
• Develop operational plans to support key business initiatives, seasonal programs, and major sales events such as Black Friday and new product launches.
• Serve as a key escalation point for operational issues involving internal teams, customers, vendors, and logistics partners.
• Coordinate the onboarding of new wholesale accounts and operational requirements to ensure seamless implementation and launch execution.

Inventory, Forecasting & Performance Management

• Partner with leadership to support monthly, quarterly, and annual business objectives through effective operational planning and execution.
• Monitor operational KPIs and service metrics, providing insights and recommendations to drive continuous improvement.
• Collaborate with Purchasing and Supply Chain teams on inventory planning, replenishment strategies, and demand forecasting.
• Lead annual inventory count processes, including audit preparation, warehouse coordination, physical inventory execution, and post-count reconciliation activities.

Qualifications

• 7+ years of progressive experience in operations, supply chain, logistics, retail operations, or a related field.
• Proven leadership experience managing teams and driving cross-functional collaboration.
• Strong understanding of order management, inventory planning, warehousing, and fulfillment operations.
• Experience working with ERP systems, preferably NetSuite, and EDI platforms.
• Strong analytical, reporting, and problem-solving capabilities.
• Excellent communication, stakeholder management, and conflict resolution skills.
• Demonstrated ability to manage multiple priorities and deliver results in a fast-paced environment.
• Experience within consumer goods, retail, wholesale, or e-commerce industries is highly preferred.

Additional Requirements

• Flexibility to support occasional extended hours to accommodate operational needs across multiple time zones.
• Ability to travel periodically to warehouse and partner locations within Canada.
• Availability to support select industry events, trade shows, and key business initiatives as required.