Director of Operations
Richmond Hill, ON
Administrative /
Full Time Permanent /
Hybrid
We are seeking a strategic and hands-on Director of Operations to join the leadership team of a growing apparel and distribution business in Canada. This individual will be responsible for driving operational excellence across key functions including distribution, embroidery, procurement, and systems implementation.
As a senior leader, the Director will ensure alignment between Canadian operations and the standards set by U.S.-based Centers of Excellence, while fostering a culture of autonomy and effective day-to-day execution within the Canadian team.
This role requires a forward-thinking leader with a proven ability to develop high-performing teams, lead cross-functional initiatives, and deliver measurable improvements in operational performance. In addition to core operational oversight, this position includes functional accountability for local HR and Finance processes, ensuring compliance, communication, and seamless collaboration with U.S.-based counterparts. This is an in-office leadership role, ideal for someone who thrives on building strong internal partnerships and leading by example.
Key Responsibilities
- Lead daily operations for distribution, embroidery, purchasing, and systems across Canada.
- Translate U.S. Centers of Excellence directives into actionable processes tailored to the Canadian business environment.
- Provide oversight to the Operations Manager, who manages the Customer Service Team, and ensure service standards and process consistency.
- Monitor key performance indicators (KPIs) across departments; address inefficiencies and recommend improvements.
- Maintain a pulse on daily execution while steering long-term strategies aligned with global company objectives.
- Lead the day-to-day management of Canadian distribution center operations, ensuring all warehouse, logistics, and value-added services (embroidery, alterations, etc.) are executed efficiently and in accordance with quality and safety standards.
- Serve as the liaison between Canadian DC operations and the U.S. Distribution Center of Excellence, translating strategic priorities, tools, and process improvements into actionable execution on the ground.
- Support continuous improvement by implementing Lean and 5S practices aligned with U.S. operations standards, while customizing these approaches to meet the specific space and capacity needs of the Canadian facility.
- Ensure adequate staffing, training, and process documentation to support scaling operational output as sales and order volumes increase.
- Oversee the end-to-end execution of embroidery production, including workflow management, equipment utilization, space optimization, and quality assurance.
- Partner with U.S. subject matter experts (e.g., Associate Director, Distribution- DC COE) to adopt scalable production practices, minimize delays, and streamline customer order fulfillment.
- Ensure embroidery lead times meet or exceed targets by proactively managing scheduling, capacity, and training for new operators in Canada.
- Lead efforts to identify equipment and staffing needs to meet growing demand and elevate the customer experience, while ensuring all initiatives align with both Canadian operational realities and U.S. performance expectations.
- Provide indirect oversight of the Canadian Customer Service Team via the Operations Manager, ensuring alignment with our customer-first philosophy and key performance standards.
- Serve as a bridge between the Associate Director, System Services (Systems Services - U.S.) and the Canada team to roll out new tools, update SOPs, and deliver systems training that improves service consistency.
- Manage the day-to-day purchasing activity in Canada, with direct oversight of the Purchasing Admin to ensure timely reordering, vendor management, and inventory optimization.
- Align Canadian procurement practices with the U.S. Procurement Center of Excellence through the Senior Global Procurement Manager, ensuring tools, processes, and supplier relationships reflect company-wide expectations while accounting for Canadian vendor realities, timelines, and regulations.
- Track supplier performance, identify sourcing risks, and work collaboratively with the U.S. team to resolve gaps in availability, pricing, or quality.
- Provide Canadian input into product availability issues, SKU lifecycle planning, and demand forecasting to support revenue growth and fulfillment.
- Act as the implementation leader and primary local contact for operational system rollouts, changes, and upgrades initiated by U.S. Systems Services or IT.
- Maintain strong communication with U.S. technology teams (Global IT Director, Sr. Director, Business Support) to ensure Canada is represented in global project planning and receives the training and tools needed for successful adoption.
- Ensure all local teams understand the purpose and value of systems changes and are supported through rollout, feedback loops, and documentation.
- Serve as the primary on-site leader for all HR and Finance functions in Canada, providing direct oversight, execution, and support for daily operational needs in these areas.
- Act as the local point of accountability for HR matters including employee relations, onboarding/offboarding, documentation, performance management processes, and compliance with Canadian labor laws in partnership with the VP of HR at the US HR Center of Excellence.
- Handle payroll submissions, expense tracking, and financial processing in partnership with the U.S. Finance team to ensure timely and accurate transactions.
- Collaborate closely with the U.S. VP of HR and VP of Finance to ensure all processes, policies, and practices align with the global strategy while adhering to local Canadian laws, tax regulations, and employment standards.
- Uphold and communicate company values and the competency framework, ensuring consistent messaging across departments.
- Identify and address gaps or risks related to compliance, documentation, employee engagement, and financial accountability on a local level.
Operational Oversight & Strategic Alignment
Operations & Distribution Oversight
Embroidery & Value-Added Services
Customer Service & Systems
Procurement & Purchasing
Technology & Process Implementation
HR & Finance Responsibilities
Leadership & Culture
- Serve as the on-site operational leader and role model for the Canada team, filling a longstanding leadership gap by providing daily direction, structure, and visible presence in the distribution center and operational areas.
- Build trust and engagement by leading with integrity, transparency, and a hands-on approach, setting the tone for a positive and performance-driven culture.
- Provide coaching, recognition, and constructive feedback to reinforce high standards while nurturing professional development and accountability.
- Inspire the team by connecting daily work to the larger vision - helping employees understand how their contributions support company-wide cascading goals, from revenue growth and cost control to customer satisfaction and operational excellence.
- Clearly communicate the “why” behind change, driving alignment around key initiatives and fostering an environment where employees are encouraged to innovate, solve problems, and continuously improve.
- Partner with the U.S. leadership team to translate global strategy into local execution, ensuring the Canada team feels connected to the broader organization while maintaining their own sense of identity and ownership.
- Cultivate a culture of collaboration, celebration, and accountability, ensuring every team member feels valued, challenged, and aligned with the mission.
Qualifications
- Bachelor’s degree in Business, Supply Chain, Operations Management, or related field (Master’s preferred).
- 8+ years of progressive leadership experience in operations, distribution, or logistics, ideally with cross-border collaboration.
- Experience overseeing customer service teams and systems implementation.
- Familiarity with Canadian procurement and vendor compliance standards.
- Working knowledge of inventory planning, purchasing systems, and forecasting tools (e.g., Avercast, Sage, Salesforce).
- Demonstrated experience managing HR and financial processes in collaboration with centralized departments.
- Excellent communication, leadership, and team-building skills.
- Bilingual (French/English) preferred but not required.
Core Competencies
- Strategic Execution & Vision Alignment
- Operational Excellence & Process Optimization
- Leadership & Team Development
- Customer Focus & Service Excellence
- Financial Acumen & Resource Management
- Change Management & Lean Thinking
- Cross-Cultural Collaboration & Communication
Other requirements
- Ability to walk and stand for extended periods in a warehouse environment.
- Occasional lifting up to 25 lbs.
- Regular use of a computer and phone in an office setting.
- Occasional travel to vendor, customer, or the U.S. offices as required.
AIP Connect believes in equal opportunity. Our recruitment consultants are committed to inclusive recruitment and selection practices and will not discriminate based on age, colour, ability, national origin, race, religion, sex, or sexual orientation.
Accessibility: If you need any accommodations during the interview process, please let us know.
