Operations & Customer Experience Manager (Toronto)

The Operations & Customer Experience Manager plays a critical role in supporting Love Wellness’s day-to-day operations across supply chain, order fulfillment, inventory management, and customer service. This role works closely with the Director of Operations and cross-functional teams to ensure seamless execution across DTC and retail channels while maintaining high standards for operational efficiency and customer satisfaction.
This is a hands-on role ideal for someone who thrives in a fast-paced e-commerce environment and enjoys operating at the intersection of operations and customer experience.

Key Responsibilities
Operations & Supply Chain

• Manage order fulfillment and transportation workflows to ensure accurate, on-time delivery.
• Monitor inventory across all locations, including lot tracking, shelf-life control, and slow-moving SKU analysis.
• Maintain SKU setup and product data across internal systems.
• Oversee DTC order flow through Shopify, Order Desk, Recharge, and related apps to ensure proper routing and fulfillment.
• Utilize ERP systems to support inventory accuracy, order management, and operational reporting.
• Partner with suppliers and 3PLs to maintain product availability and meet delivery targets.
• Collaborate cross-functionally with finance, sales, and digital teams to support daily operations and initiatives.
• Build and maintain Excel-based tools for tracking, reconciliation, and reporting.
• Identify and implement process improvements to enhance scalability, accuracy, and cost efficiency.

Customer Service Management

• Manage and support the customer service team, providing daily oversight and performance management via Gorgias and other platforms.
• Ensure CX performance meets or exceeds KPIs, including response time, resolution time, and CSAT.
• Partner with retail and digital teams to optimize customer review collection and syndication.
• Resolve escalated customer issues and surface recurring operational or product trends.
• Oversee AI-driven support tools, maintaining and optimizing knowledge bases and bot prompts.
• Standardize and continuously improve customer service workflows to deliver consistent, high-quality support.

Qualifications

• 3–5+ years of experience in operations, supply chain, and/or customer experience management, preferably within e-commerce or consumer goods.
• Hands-on experience with Shopify and related apps (Order Desk, Recharge, Gorgias, or similar).
• Experience working with ERP systems, preferably Microsoft Dynamics.
• Strong Excel skills, including data analysis and reporting.
• Background in customer service or customer support environments is a plus.
• Highly organized with the ability to manage multiple priorities in a fast-paced setting.
• Detail-oriented, proactive, and solutions-focused with a strong ownership mindset.

We are an Equal Employment Opportunity ("EEO") Employer. It has been and will continue to be a fundamental policy of Love Wellness not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, and termination.

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