Operations Manager

Location: Vancouver, BC (Hybrid — minimum 3 days per week in office) Department: Operations Reports To: VP of Product & Operations Employment Type: Full-Time About the Role We're looking for a seasoned Operations Manager to lead and optimize the day-to-day functions across the entire SophieGrace business. You'll be a key operational partner to the leadership team — bringing structure, visibility, and continuous improvement to everything from supply chain and fulfillment to cross-functional processes and business performance. This role is central to how SophieGrace scales efficiently and delivers on its brand promise every day.

What You'll Do Operational Excellence Oversee and continuously improve day-to-day operations across the entire SophieGrace business — spanning product development, design and production, marketing, finance, and supply chain and fulfillment. Work with each team to document, standardize, and streamline core processes, ensuring clarity on ownership, handoffs, and timelines across functions. Identify bottlenecks, inefficiencies, and gaps in how the business operates and lead initiatives to address them in a practical, scalable way.

Create the connective tissue between departments — ensuring teams are aligned, informed, and working toward shared goals without unnecessary friction. Define, track, and report on key operational KPIs across all business areas, driving accountability and a culture of continuous improvement. Support the leadership team in building the operational infrastructure needed to scale SophieGrace sustainably.

Business Performance & Reporting Partner with the leadership team to design and implement a company-wide KPI framework, ensuring every function has clear, measurable goals aligned to business priorities. Own the cadence of operational reporting — building dashboards, preparing regular business reviews, and presenting insights to leadership in a clear and actionable way. Work closely with department leads to understand performance trends, surface risks early, and drive accountability for improvement.

Champion a data-driven culture across the business, helping teams move from gut instinct to evidence-based decision making. Continuously evaluate KPI relevance as the business evolves, recommending adjustments to ensure metrics reflect what actually matters. Directly manage the Customer Service Manager and Fulfillment Manager, providing clear direction, regular feedback, and opportunities for growth.

Build a culture of accountability, continuous improvement, and cross-functional collaboration across all teams. Support direct reports in managing their own teams effectively, ensuring alignment on priorities and ways of working. Partner with the leadership team on workforce planning by identifying key roles and capability gaps needed to support the growth of the business.

Negotiate and manage relationships with 3PL providers, carriers, and suppliers. Hold partners accountable to SLAs and drive regular business reviews. Own and manage the company's operational tech stack, serving as the internal champion for tools that support fulfillment, inventory, and customer experience.

Ensure seamless integration across all platforms so data flows accurately and teams have the visibility they need. Proactively identify gaps or redundancies in the tech ecosystem and lead initiatives to consolidate, upgrade, or replace tools as the business evolves. Troubleshoot system issues and drive resolution with minimal operational disruption.

Lead or contribute to systems implementations and integrations as the business scales. Requirements 6–10 years of operations experience, with at least 3 years in a management role within retail, e-commerce, or omni-channel environments. Proven track record of scaling operations and driving measurable efficiency gains across multiple business functions.

Deep familiarity with supply chain, fulfillment center operations, and inventory management. Strong analytical skills — comfortable in Excel/Google Sheets and BI tools; SQL is a plus. Experience with WMS, OMS, or ERP platforms (e.g., NetSuite, Manhattan, ShipBob, Shopify).

Excellent communicator who can align stakeholders across functions and seniority levels. Calm under pressure, especially during peak seasons (holiday, promotional events). Nice to Have Experience with both in house order fulfilment and 3PLs.

Background in Lean, Six Sigma, or other process improvement methodologies. What We Offer Competitive salary: $90,000 – $110,000 CAD, dependent on experience. Hybrid work model — minimum 3 days per week in our Vancouver, BC office.

Opportunity to shape operations at a high-growth brand and work closely with a passionate leadership team. Competitive Benefits Packages including extended medical, dental and health spending account. #J-18808-Ljbffr