Director of Fulfillment Operations

Saddle Creek Logistics Services; Ontario; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading logistics company is seeking a Director of Fulfillment Operations to oversee daily operations, enhance service quality, and drive continuous improvement in an omnichannel environment. The role demands strategic leadership and a commitment to operational excellence.

Qualifications

• 3-5 years of operations experience in multi-channel order fulfillment.
• At least 10 years in the distribution/logistics industry.
• Minimum of 5 years of leadership experience.

Responsibilities

• Lead and direct fulfillment operations.
• Develop and manage budgets.
• Enhance customer satisfaction through strong relationships.

Skills

Strategic Planning

Analytical Skills

Communication

Critical Thinking

Education

Bachelor’s Degree in Supply Chain Management

High School Diploma

Tools

WMS

CRM

Microsoft Office Suite

Job description

Director of Fulfillment Operations

This role will lead fulfillment operations, customer service, and foster a culture of continuous improvement within an omnichannel fulfillment environment. The Director will oversee daily operations, provide strategic guidance, and be fully accountable for service quality and financial performance.

Responsibilities

• Lead and direct fulfillment operations
• Develop and manage budgets
• Evaluate, measure, and refine processes to enhance service, quality, and efficiency using collaborative and LEAN methodologies
• Enhance customer satisfaction through strong relationships and quality service
• Provide strategic leadership, coaching, and mentoring to staff
• Ensure accurate monthly reporting and proper billing
• Collaborate with sales on new customer solutions, pricing, and presentations
• Identify and implement new business opportunities within existing accounts
• Manage value-added services like call centers, reverse logistics, kitting, and assembly
• Maintain relationships with vendors and internal teams to meet business objectives
• Ensure compliance with company policies, procedures, and regulatory requirements
• Maintain safety and cleanliness standards in accordance with OSHA and company policies
• Develop and maintain expertise in systems such as WMS, CRM, CMS, TMS, and Billing, supporting system upgrades and implementations

Qualifications

Education / Experience

• Bachelor’s Degree in Supply Chain Management, Business, Logistics, or related field preferred
• High school diploma required
• 3-5 years of operations experience in multi-channel order fulfillment
• At least 10 years in the distribution/logistics industry
• Minimum of 5 years of leadership experience

Knowledge, Skills, and Abilities

• Experience with WMS, OMS, CRM, and parcel management systems
• Comfort with strategic planning and client interactions at senior levels
• Understanding of financial management including budgets and P&L
• Proficiency in Microsoft Office Suite
• Strong analytical and reporting skills
• Critical thinking and process improvement capabilities
• Effective presentation and communication skills
• Ability to interpret policies and contracts

Note: Salary estimates on external job boards may not be accurate. Saddle Creek is an Equal Opportunity employer committed to diversity and inclusion. We provide accommodations for applicants with disabilities upon request.