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  • The STORY Group

CURRENT OPPORTUNITY: E-Commerce Operations Manager

E-Commerce Operations Manager

Compensation: up to $100k

Bonus: 10%

Reports to: VP Operations

Client: Confidential

Location: West GTA


The E-Commerce Operations Manager is a single point of accountability to drive and lead the implementation and optimization of the Direct-to-Consumer operations management function.

Leads the planning and monitoring of daily DTC operations in a dynamic multi-customer environment. Acts as liaison between internal stakeholders and the operations function (i.e., planning, fulfillment, distribution) to deliver value through cost-effective, focused tactical execution of operational activities.

Assist in defining and driving operational Service Level Agreements (SLA's) at fulfilment centers. Implement a data-driven culture supported by operational, cost and revenue metrics with related action plans focused on enhancing consumer satisfaction and business performance

KEY FUNCTIONS & RESPONSIBILITIES: The specific responsibilities of the role, while not limited to, include:

  • Leads implementation of strategic vision for DTC fulfillment and delivery operations and drives improvements in operational effectiveness through superior tactical execution and performance management

  • Develop and analyze performance reporting, work closely with the internal and external partners to ensure attainment of DTC customer Service Level Agreements (SLAs)

  • Establishes and documents Standard Operating Procedures (SOPs), identifies and implements relevant Key Performance Indicators (KPIs) to monitor operational DTC performance

  • Continuously evaluates DTC business, supply chain processes and fulfillment network to ensure alignment with business strategy and growth objectives.

  • Understands and represents the DTC requirements for the immediate (0 – 6 months), near (6 – 18 months) and long-term (3 year) horizons

  • Works cross-functionally with marketing/e-commerce, sales, finance, operations and IT teams to implement DTC strategies that meet company standards, optimize service and costs

  • Lead relevant initiatives and performs other duties as assigned


Following are the minimum requirements for the position:

  • BS/BA Supply Chain or comparable quantitative field; Master’s Degree preferred. 3+ years of experience in e-commerce fulfillment operations and delivery experience management 

  • Demonstrated knowledge and understanding of DTC business, commercial relationships and fulfillment management, modeling and optimization, operating and financial accounting principles. Knowledge of end-to-end DTC supply chain (including but not limited to order fulfillment, co-packing, parcel carriers, last-mile courier services) preferred.

  • Keen strategic thinking and problem-solving skills, superior analytical ability. Expert use of data modeling and analysis tools

  • Strong organizational skills and proven business and managerial acumen with the ability to lead and develop people, manage strategic and tactical responsibilities across multiple projects and competing priorities

  • A commitment to continuous improvement in an ever-changing industry (must be flexible, creative and open to new ideas and ways of doing business)

  • Strong interpersonal skills, ability to influence and lead cross functionally and at all levels of the organization

  • Navision and NetSuite Systems competency

  • Experience in Dangerous Goods

TO APPLY: Please submit your resume in confidence, by e-mail to:

The STORY Group is committed to fair and accessible employment practices. Upon request, suitable accommodations are available under the Accessibility for Ontarians with Disabilities Act (AODA) to applicants invited to an interview.

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