Director of Fulfillment Operations

  • Full-time

Company Description

Chit Chats' vision is to help Canadians deliver their goods to the world with postage at unbelievable prices. We are a fast growing entrepreneurial company making a huge impact to Canadian entrepreneurs and businesses. As ecommerce removes borders, we don’t want high Canadian postal rates to be a barrier to world commerce. We aim to remove these physical and financial restraints to create a seamless, borderless and boundless world of opportunity for Canadians.

If you relate with being Caring, Curious and Cheerful; we are looking forward to having you onboard!


Job Description

Reporting to the CEO as the Director of Fulfillment Operations you are responsible for overseeing the fulfillment operations at our various locations. You are responsible for leading the overall fulfilment operation for the whole organisation, the focus for this position is to improve working practices to maximise efficiency and profitability across the operation. You oversee all cross-functional operational relationships to ensure business targets are met by providing leadership, motivation and by driving performance daily. This includes the pick/pack functions, inventory control, and client relations. You’re a quick thinker who takes a hands-on approach to problem-solving. You enjoy optimizing processes and are a stickler for quality and compliance. Advanced critical thinking and accountability are a must.


You are also responsible for leading the performance of the fulfillment operations team across Chit Chats. You lead by example and act as the dedicated liaison between your team and other operations and departments. You provide the support, training and guidance needed to align your team with the vision and goals of the organization.


  • Ensure the smooth and efficient operation of the fulfilment processes in all our locations 
  • Effectively coordinate strategic roll out of the Fulfilment by Chit Chats business and execute operations.
  • Work with new technology and ensure coordination with the growth and technology teams to deploy new software and improve current processes as needed. 
  • Support optimal integration of new clients in our operations process.
  • Understand client needs and translate them into appropriate customized processes as applicable
  • Maintain Client inventory and SKUs and prepare picking and packing protocols and service level agreements.
  • Manage a team of Fulfilment leads, supervisors, warehouse Floaters/Officers, their scheduling, performance feedback and general training and development 
  • Manage flexible shift timetables, work to improve processes, and set performance targets for your team. 
  • Work with the people team to ensure maintenance of staffing levels appropriately and within our organisational requirements
  • Responsible for the full operation of the fulfillment center all our branches and warehouses. This includes order management, inventory control, picking optimization, productivity reporting, developing SOPs & KPIs as well as the end-of-day processing, shipment sort, staging shipments, receiving shipments and returns 
  • Analyze, document and resolve daily operation issues (including system issues, productivity/staffing, and client-based inquiries) as they arise
  • Implement and improve cost management strategies including labour, scheduling, overtime management, productivity performance, and storage/space optimization.
  • Cascade up/down communication: Complete daily check-in updates;  maintain open communication lines between leadership and teams to ensure alignment and timely delivery of goals, projects and reports. 
  • Generate and compile weekly reports such as scheduling, investigation and escalation logs, shipment turnarounds for your region and other reports deemed necessary for operational efficiency.
  • Maintain all equipment and warehouse facilities and make recommendations for improvement for facilities, new equipment or upgrading of existing equipment to maximize facility output; ensure accordance with municipal, provincial and federal regulations
  • Work with Health and Safety Committee to ensure the warehouse and all employees are compliant with all Federal Laws and regulations
  • Be the point of contact for fulfillment-based clients, communications department & internal stakeholders regarding fulfillment based inquiries


  • BSc in engineering - master’s degree is an asset.
  • Experience in industrial engineering or equivalent is preferred.
  • Experience in establishing a warehouse and preferably fulfilment operations from the ground up.
  • 6 + Years of relevant experience and/or educational background in Fulfillment, Supply Chain Management, and Client Support. Management experience is preferred.
  • Expertise in fulfillment, logistics and warehouse management systems
  • Strong working knowledge of the Occupational Health and Safety Act
  • Excellent analytical, problem-solving, planning and organizational skills
  • Ability to work independently and handle multiple projects in a dynamic fast-paced environment with shifting priorities
  • Strong verbal and written communication skills and the ability to communicate clearly, effectively and professionally.
  • Strong interpersonal skills with a demonstrable ability to lead and manage staff
  • Proactive team player who is willing to help develop the team, processes and protocols
  • Ability to maintain strong working relationships with various stakeholders

Additional Information

We thank you for your application, but only those candidates selected for an interview will be contacted.

Please note that the successful candidate will be subject to reference and criminal background checks prior to employment.

As a federally regulated employer, Chit Chats Express fully supports the principles of employment equity and encourages all qualified members of the designated groups to apply.

Chit Chats is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by us regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.

  • Class 1 safety shoes required (green triangle patch).
  • This is a full-time, permanent position.