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Added 2 mins ago
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Operations Coordinator - Client Service Administration and Process Support - Toronto
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Deux par Deux

Operations Manager

Montreal, QC, Canada

Job type: Full-time
Apply by: Mar 27, 2027
Experience: 7+ years of experience in operations, logistics or warehousing, including at least 3 years managing a team.
Posting language: English · French
Posted: Sep 28, 2026

Apply About employer

Applications open in a new tab.

Original job description

English section of this bilingual listing.

At Deux par deux, we celebrate creativity at every level. With a dynamic team of nearly 50 people, we’ve pushed boundaries to become a leading name in children’s fashion across North America, with a Canadian brand recognized worldwide.

ROLE OVERVIEW

The Operations Manager makes sure every order reaches the right customer, at the right time and at the right cost - and that the post-purchase experience lives up to the brand. The role oversees our direct-to-consumer operations (fulfillment, customer service, returns) and runs our in-house warehouse, located next to our offices, so that the team and processes keep pace with our growth in Canada, the United States and overseas.

This is a builder role: we are looking for someone who enjoys structuring processes as much as rolling up their sleeves during peak season.

Reporting directly to the CEO, you will lead a team of two customer service representatives, a returns coordinator and our warehouse staff, working closely with our B2C, production, wholesale, finance and logistics teams. This is a permanent, full-time, on-site position at our Montreal offices and warehouse.

KEY RESPONSIBILITIES

1. Direct-to-consumer operations

Fulfillment - Oversee web order processing end to end: picking, packing, shipping and tracking.
Manage our warehouse management system (ShipHero) and make sure it is used to its full potential.
Negotiate and manage carrier agreements; optimize shipping costs and delivery times in Canada, the US and overseas.
Returns - Own the returns and exchanges process, from the returned parcel to restocking.

2. Warehouse management

Run the day-to-day operations of our in-house warehouse and make sure product flows smoothly, from receiving to shipping.
Optimize the use of space: layout, storage, locations, and making room as collections and seasons change.
Oversee receiving: incoming shipments, quality and compliance checks, put-away.
Ensure inventory accuracy across the warehouse, ShipHero, Shopify and our ERP; organize physical counts and resolve discrepancies.
Enforce health and safety standards and good warehouse practices.

3. Customer service

Lead the customer service team (2 people) on Gorgias and Aircall: quality standards, response times, macros, self-service tools and AI.
Plan staffing and priorities for seasonal peaks.
Use customer feedback to improve products, processes and the post-purchase experience.

4. Growth in the United States and overseas

Structure cross-border shipping: carriers, delivery times, returns.
Oversee customs, duties and taxes, and labelling requirements, in collaboration with carriers, finance, logistics and customs brokers.

5. Processes, tools and data

Document and improve operational processes; identify automation opportunities (Shopify Flow, integrations, AI tools).
Build AI processes and agents to handle recurring, repetitive tasks, with a constant focus on efficiency.
Build an operations dashboard and review it weekly with the CEO.
Prepare operations for peak periods (Black Friday, holidays, back to school, outerwear season).

6. Leadership and collaboration

Hire, manage, train and grow the operations team: customer service, returns and warehouse staff.
Manage and approve timesheets in Agendrix.
Act as the operations partner to the e-commerce and B2B teams: launches, promotions, loyalty program, volume forecasts.
Manage the operations budget and track key costs.

WHAT WE'RE LOOKING FOR

7+ years of experience in operations, logistics or warehousing, including at least 3 years managing a team.
Hands-on experience with a B2C e-commerce or omnichannel brand (ideally consumer goods).
Experience running a warehouse: space organization, inventory flow, receiving, picking and packing.
Good knowledge of the Shopify ecosystem and warehouse management systems; comfortable with customer service tools.
Experience with cross-border shipping (customs, carriers).
Analytical mindset: comfortable with numbers, Excel or Google Sheets and dashboards.
Comfortable with AI tools and uses them daily - including to build reports and analyses.
Able to build simple processes in a small team without losing touch with the floor.
Bilingual (English and French), for dealings with our partners, carriers and customers in the US and abroad.

Nice to have

Experience with Shopify, ShipHero, Gorgias, Aircall, Agendrix or Loop Returns.
Knowledge of wholesale and B2C operations and multichannel inventory management.

----------

Expérience avec Shopify, ShipHero, Gorgias, Aircall, Agendrix ou Loop Returns.

Read the full bilingual original

ROLE OVERVIEW

This is a builder role: we are looking for someone who enjoys structuring processes as much as rolling up their sleeves during peak season.

KEY RESPONSIBILITIES

1. Direct-to-consumer operations

Fulfillment - Oversee web order processing end to end: picking, packing, shipping and tracking.
Manage our warehouse management system (ShipHero) and make sure it is used to its full potential.
Negotiate and manage carrier agreements; optimize shipping costs and delivery times in Canada, the US and overseas.
Returns - Own the returns and exchanges process, from the returned parcel to restocking.

2. Warehouse management

Run the day-to-day operations of our in-house warehouse and make sure product flows smoothly, from receiving to shipping.
Optimize the use of space: layout, storage, locations, and making room as collections and seasons change.
Oversee receiving: incoming shipments, quality and compliance checks, put-away.
Ensure inventory accuracy across the warehouse, ShipHero, Shopify and our ERP; organize physical counts and resolve discrepancies.
Enforce health and safety standards and good warehouse practices.

3. Customer service

Lead the customer service team (2 people) on Gorgias and Aircall: quality standards, response times, macros, self-service tools and AI.
Plan staffing and priorities for seasonal peaks.
Use customer feedback to improve products, processes and the post-purchase experience.

4. Growth in the United States and overseas

Structure cross-border shipping: carriers, delivery times, returns.
Oversee customs, duties and taxes, and labelling requirements, in collaboration with carriers, finance, logistics and customs brokers.

5. Processes, tools and data

Document and improve operational processes; identify automation opportunities (Shopify Flow, integrations, AI tools).
Build AI processes and agents to handle recurring, repetitive tasks, with a constant focus on efficiency.
Build an operations dashboard and review it weekly with the CEO.
Prepare operations for peak periods (Black Friday, holidays, back to school, outerwear season).

6. Leadership and collaboration

Hire, manage, train and grow the operations team: customer service, returns and warehouse staff.
Manage and approve timesheets in Agendrix.
Act as the operations partner to the e-commerce and B2B teams: launches, promotions, loyalty program, volume forecasts.
Manage the operations budget and track key costs.

WHAT WE'RE LOOKING FOR

7+ years of experience in operations, logistics or warehousing, including at least 3 years managing a team.
Hands-on experience with a B2C e-commerce or omnichannel brand (ideally consumer goods).
Experience running a warehouse: space organization, inventory flow, receiving, picking and packing.
Good knowledge of the Shopify ecosystem and warehouse management systems; comfortable with customer service tools.
Experience with cross-border shipping (customs, carriers).
Analytical mindset: comfortable with numbers, Excel or Google Sheets and dashboards.
Comfortable with AI tools and uses them daily - including to build reports and analyses.
Able to build simple processes in a small team without losing touch with the floor.
Bilingual (English and French), for dealings with our partners, carriers and customers in the US and abroad.

Nice to have

Experience with Shopify, ShipHero, Gorgias, Aircall, Agendrix or Loop Returns.
Knowledge of wholesale and B2C operations and multichannel inventory management.

----------

Chez Deux par deux, nous célébrons la créativité à tous les niveaux. Avec une équipe dynamique de près de 50 personnes, nous avons repoussé les limites pour devenir un chef de file de l’industrie de la mode enfantine en Amérique du Nord, avec une marque canadienne reconnue à l’international

RAISON D'ÊTRE DU POSTE

Le ou la gestionnaire des opérations s'assure que chaque commande arrive au bon client, au bon moment, au bon coût, et que l'expérience après l'achat soit à la hauteur de la marque. Le poste chapeaute les opérations de vente directe (expédition, service à la clientèle, retours) et dirige notre entrepôt, attenant à nos bureaux, pour que l'équipe et les processus suivent le rythme de notre croissance au Canada, aux États-Unis et à l'international.

C'est un rôle de bâtisseur : on cherche quelqu'un qui aime autant structurer les processus que mettre la main à la pâte pendant la haute saison.

Relevant directement du CEO, tu diriges une équipe de deux personnes au service à la clientèle, un·e coordonnateur·rice des retours et l'équipe de l'entrepôt, en étroite collaboration avec nos équipes vente directe (B2C), production, wholesale, finance et logistique. Il s'agit d'un poste permanent à temps plein, sur place, à nos bureaux et à notre entrepôt de Montréal.

RESPONSABILITÉS PRINCIPALES

1. Opérations de vente directe (B2C)

Expédition - Superviser le traitement des commandes web de bout en bout : préparation, emballage, expédition, suivi.
Gérer notre système de gestion d'entrepôt (ShipHero) et s'assurer qu'il est utilisé à son plein potentiel.
Négocier et gérer les ententes avec les transporteurs ; optimiser les coûts et les délais de livraison au Canada, aux États-Unis et à l'international.
Retours - Encadrer le processus de retours et d'échanges, du retour du colis à la remise en stock.

2. Gestion de l'entrepôt

Diriger les opérations quotidiennes de notre entrepôt et s'assurer que la marchandise circule bien, de la réception à l'expédition.
Optimiser l'espace : aménagement, entreposage, emplacements, et faire de la place au fil des collections et des saisons.
Superviser les réceptions : arrivages, contrôle de la qualité et de la conformité, rangement.
Assurer la fiabilité de l'inventaire entre l'entrepôt, ShipHero, Shopify et notre ERP ; organiser les inventaires physiques et régler les écarts.
Faire respecter les normes de santé et sécurité et les bonnes pratiques en entrepôt.

3. Service à la clientèle

Diriger l'équipe du service à la clientèle (2 personnes) dans Gorgias et Aircall : standards de qualité, délais de réponse, macros, outils d'autoservice et IA.
Planifier les effectifs et les priorités pendant les périodes de pointe.
Se servir des commentaires des clients pour améliorer les produits, les processus et l'expérience après l'achat.

4. Croissance aux États-Unis et à l'international

Structurer l'expédition hors Canada : transporteurs, délais, retours.
Encadrer les enjeux douaniers, les droits et taxes, et les exigences d'étiquetage, en collaboration avec les transporteurs, la finance, la logistique et les courtiers en douane.

5. Processus, outils et données

Documenter et améliorer les processus opérationnels ; repérer les occasions d'automatisation (Shopify Flow, intégrations, outils d'IA).
Créer des processus et des agents d'IA pour prendre en charge les tâches récurrentes et répétitives, avec un souci constant d'efficacité.
Mettre en place un tableau de bord des opérations et en faire le suivi hebdomadaire avec le CEO.
Préparer les opérations aux périodes de pointe (Black Friday, Fêtes, rentrée, saison des manteaux).

6. Leadership et collaboration

Recruter, gérer, former et faire grandir l'équipe des opérations : service à la clientèle, retours et entrepôt.
Gérer et approuver les feuilles de temps dans Agendrix.
Être le partenaire opérationnel des équipes e-commerce et B2B : lancements, promotions, programme de fidélité, prévisions de volume.
Gérer le budget des opérations et suivre les coûts clés.

PROFIL RECHERCHÉ

7 ans et plus d'expérience en opérations, en logistique ou en gestion d'entrepôt, dont au moins 3 ans en gestion d'équipe.
Expérience concrète dans une marque de commerce en ligne B2C ou omnicanale (idéalement en produits de consommation).
Expérience de la gestion d'un entrepôt : organisation de l'espace, circulation de la marchandise, réception, préparation des commandes.
Bonne connaissance de l'écosystème Shopify et des systèmes de gestion d'entrepôt ; aisance avec les outils de service à la clientèle.
Expérience de l'expédition hors Canada (douanes, transporteurs).
Esprit analytique : à l'aise avec les chiffres, Excel ou Google Sheets et les tableaux de bord.
À l'aise avec les outils d'IA et les utilise au quotidien, notamment pour bâtir des rapports et des analyses.
Capacité à bâtir des processus simples dans une petite équipe, sans perdre de vue le terrain.
Bilingue (français et anglais), pour les échanges avec nos partenaires, transporteurs et clients aux États-Unis et à l'international.

Atouts

Expérience avec Shopify, ShipHero, Gorgias, Aircall, Agendrix ou Loop Returns.
Connaissance des opérations wholesale et B2C, et de la gestion d'inventaire multicanal.

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More about this job

Responsibilities

Lead direct-to-consumer fulfillment, returns, customer service, and daily warehouse operations, ensuring accurate inventory and efficient domestic and international shipping. Manage and develop the operations team, improve processes and automation, prepare for seasonal peaks, and track operational performance and costs.

Requirements

Requires at least 7 years of operations, logistics, or warehouse experience, including 3 years managing a team, plus hands-on experience with a B2C e-commerce or omnichannel brand. Candidates should have warehouse and cross-border shipping experience, familiarity with Shopify and warehouse and customer service systems, strong analytical and AI-tool capabilities, and fluency in English and French.

Skills

E-Commerce Operations
Warehouse Management
Order Fulfillment
Inventory Management
Returns Management
Customer Service Leadership
Cross-Border Shipping
Customs Compliance
Carrier Negotiation
Process Improvement
Workflow Automation
AI Tools
Operations Analytics
Team Management
Budget Management
Bilingual Communication

Visa sponsorship

Not detected in the job text

Keywords

Shopify
ShipHero
Gorgias
Aircall
Agendrix
Loop Returns
Shopify Flow
Warehouse Management System
Enterprise Resource Planning
E-Commerce
B2C
B2B
Omnichannel Inventory
Order Fulfillment
Returns and Exchanges
Inventory Accuracy
Cross-Border Shipping
Customs
Duties and Taxes
Carrier Agreements
Warehouse Layout
Receiving and Put-Away
Health and Safety
Customer Service
Workflow Automation
Artificial Intelligence
Operations Dashboard
Excel
Google Sheets
Seasonal Peak Planning

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