Director, Operations

On behalf of our West GTA client, TreowGroup is seeking a Director, Operations.Are you ready to scale what's working and streamline for what's ahead?Our client is a national leader in marketing solutions that help businesses reach their customers more effectively through data-driven campaigns, creative design, and integrated fulfillment.As they continue to grow and digitize, they're seeking a Director of Operations who can bring discipline to complexity—someone who excels in Process Optimization & Efficiency, Supply Chain Management, Capacity Planning, Resource and Inventory, Quality Assurance & Control, and Drives Cost Control & Waste Reduction.This leader will connect strategy to execution, aligning people, systems, and processes to deliver exceptional client experiences from order through to production, fulfillment, and post-delivery service.What You'll Do
Strategic & Operational Leadership
Partner with the CEO, COO, and leadership team to translate business strategy into operational excellence through clear KPIs, OKRs, and performance dashboards.Develop and execute the long-term operational roadmap to support automation, scale, and continuous improvement.Own the Customer Journey
Oversee the end-to-end customer lifecycle: order management, account service, creative/graphics, production, fulfillment, and post-delivery support.Ensure every stage - creative, logistics, and client-facing is aligned for consistency, quality, and on-time delivery.Build processes that integrate quality assurance & control and feedback loops for continuous enhancement.Drive Operational Excellence
Implement structured execution frameworks that enhance process optimization & efficiency across production, fulfillment, and client service.Lead capacity planning, resource and inventory management to balance throughput, cost, and service levels.Apply Lean, 5S, and other continuous improvement tools to drive cost control & waste reduction.Build a Data-Driven Culture
Establish metrics that track operational performance across all touchpoints.Lead execution cadences (daily huddles, scorecards, quarterly reviews) to embed accountability and transparency.Support Digital Transformation
Collaborate with IT to enhance ERP, CRM, and business intelligence systems, ensuring real-time visibility across the workflow.Champion technology adoption that improves tracking, efficiency, and customer experience.Financial Stewardship
Manage operational budgets, forecasting, and margin optimization initiatives.Identify cost efficiencies and align operational execution with profitability targets.Develop People & Teams
Coach and empower leaders across creative, production, fulfillment, and client service functions.Partner with People & Culture to strengthen succession, leadership development, and bench strength.What You Bring
5+ years of operations leadership in fast-paced, customer-centric environments.Post-secondary degree in business, operations management, or a related discipline;
MBA an asset.Demonstrated success scaling mid-sized businesses ($25M-$100M+) through process, systems, and team alignment.Proven understanding of the full customer journey: order management, creative/graphics workflow, production, logistics, and client service.Experience in marketing production, print, direct mail, e-commerce fulfillment, promotional products, or creative services industries strongly preferred.Strong background in tech-enabled operations (ERP, CRM, dashboards, BI tools).Training in Lean, Six Sigma, PMP, or process optimization is an asset.Hands-on, collaborative leadership style - comfortable engaging both frontline teams and senior management.Familiarity with structured operating models such as EOS is an advantage.You’re Likely a Fit If You Are
A Player-Coach : Strategic when needed, hands-on most often.Humble, Hungry, Smart : Leading with curiosity, grit, and emotional intelligence.A Systems Thinker : Focused on root causes and scalable solutions.Execution Obsessed : Translating vision into action with accountability to results.A Collaborative Partner : Able to influence cross-functionally without ego.Digitally Fluent : Bringing modern operational thinking, AI tools, and frameworks.Ideal Backgrounds
If you've led operations in direct mail, commercial printing, marketing production, creative agencies, e-commerce fulfillment, or promotional product companies, this role may be a great fit. Conversely, this is
not a traditional manufacturing or pure logistics role
- success here depends on understanding the flow of customer orders, creative work, and fulfillment in a service-driven environment.Treowgroup Recruitment, as well as our client, is an equal-opportunity employer committed to building a diverse workforce. We believe in fostering an inclusive, equitable, and accessible environment that brings people together to realize their full potential. We are committed to compliance with all applicable legislation, including providing accommodation for applicants with disabilities. Please advise us at any point during the recruitment and selection process if you require accommodation.
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