Chief of Staff to the COO

About AMZ Prep

AMZ Prep is a North American omnichannel fulfillment company built for e-commerce brands that are done experimenting and ready to scale. We operate 20+ warehouses across the US, Canada, and Europe, run one of the few approved Seller Fulfilled Prime networks on the continent, and serve brands doing $5M-$50M+ across cosmetics, food and beverage, pet, supplements, apparel, home, and big and bulky categories.

Our clients sell on Amazon, Shopify, Walmart, retail, and B2B. They come to us because operations became the bottleneck, and we fix that.

We move fast, we own outcomes, and we're building a team that matches the ambition of the company.

The Role

We're looking for a Chief of Staff to the COO to bring structure, clarity, and execution discipline to a fast-moving operations organization. This is not a coordinator role. This is a force-multiplier role.

You'll sit at the center of Fulfillment, Freight, Parcel, Client Success, and Operational Technology. You'll own the ops operating cadence, drive accountability across 20+ partner facilities, and run high-impact projects directly with the COO.

You'll be the person who makes sure operational priorities don't just get discussed, they get done.

Operating Cadence and Structure

- Own and run the weekly operations leadership meeting, including the agenda, the scorecard, and follow-through on every action item
- Build and maintain the full operating rhythm across the ops org, covering network performance reviews, MBRs and QBRs with 3PL and freight partners, leadership syncs, and capacity planning sessions
- Implement and run EOS inside the operations function through L10s, scorecards, rocks, and issues lists
- Define and enforce clear workflows, ownership lines, and handoffs between Fulfillment, Freight, Parcel, and Client Success
- Manage the operations calendar and all cross-functional coordination
- Identify bottlenecks before they become client-facing problems and implement scalable fixes

Escalation Management

- Act as the escalation traffic controller for the COO by triaging what comes in, routing it to the right owner, and tracking it to resolution
- Maintain the escalation framework, including severity tiers, response times, ownership, and communication templates
- Lead root cause analysis across people, process, and systems when SLA, OTIF, or accuracy slips
- Make sure every escalation produces a documented fix and a process change, not just a fire that got put out
- Own the post-mortem process and drive corrective actions to closure
- Keep Client Success, Sales, and Finance informed on the status of at-risk accounts and sites

Account Strategy and Client Experience

- Partner with Client Success and Operations on strategy for our largest and most complex accounts, covering volume forecasting, capacity planning, network placement, and service design
- Build and run account-level operational reviews for strategic merchants
- Analyze cost to serve, cost per order, and cost per unit by account, and flag margin risk before it compounds




- Support launch and onboarding plans for large or operationally complex merchants
- Track NPS, churn signals, and the operational drivers behind retention
- Prepare the COO for client-facing conversations with the data and the narrative already assembled

Scorecard Ownership and Accountability

- Own the operations scorecard end to end by building it, running it, and keeping it current
- Hold Fulfillment, Freight, Parcel, and Client Success accountable to their weekly and monthly numbers
- Track network-level performance across on-time fulfillment, SLA percentage, inbound to check-in time, OTIF, inventory accuracy, and throughput
- Ensure every site, every partner, and every leader has a clear metric attached to them
- Surface issues early, bring them to the right people, and make sure they get resolved
- Create the visibility the COO needs to make fast, informed decisions

KPI Tracking, Reporting, and Insights
- Own the unified operations metrics framework across fulfillment, freight, parcel, and client experience
- Partner with the technology team to build and maintain live dashboards across ShipHero, Logiwa, Signal, and our custom system
- Monitor KPIs against goals and surface risk proactively rather than reactively
- Translate operational data into a clear narrative for COO-level, leadership, and board communication
- Be genuinely comfortable in Excel, Looker Studio, and Power BI, and with data more broadly

Cross-Functional Alignment

- Be the connective tissue between Operations and the rest of the business
- Work with Finance on margin tracking, cost control, and vendor compliance
- Work with Sales on network capability, timelines, and the operational feasibility of new deals
- Work with Client Success on at-risk accounts and the operational drivers of churn
- Work with Technology on automation and AI agents that remove manual work from the network
- Draft strategy docs, meeting agendas, performance updates, and operational briefs
- Remove ambiguity by defining what success looks like, who owns what, and when it's due

Rocks and Quarterly Planning

- Lead the quarterly operations planning cycle end to end, from goal-setting through weekly check-ins to final reporting
- Translate COO priorities into structured workstreams with named owners, milestones, and measurable outcomes
- Hold the team accountable to commitments, which takes judgment and not just process
- Special Projects with the COO

Lead high-impact operational initiatives from start to finish, including:

- Network design, capacity planning, and volume placement across sites
- New site launches and 3PL and freight partner onboarding
- Program rollouts such as parcel, SFP, B2B, and prep workflow changes
- Cost to serve analysis and operational input into pricing
- SOP, playbook,



and partner evaluation model builds across the network
- Carrier and vendor performance frameworks
- Automation and AI agent deployment inside operations
- Own projects end to end, including research, planning, cross-functional coordination, and execution

What We're Looking For

- 3-6 years in a Chief of Staff, head of operations, head of supply-chain, operations strategy, program management, or supply chain role at a high-growth company
- Hands-on experience running EOS or a similar operating system, including L10s, scorecards, rocks, and accountability rhythms
- Proven ability to own a meeting, meaning you run it, prepare for it, and make it count rather than just attending it
- Strong analytical skills, so you can build a scorecard, track performance against targets, and tell the story behind the numbers
- Comfort with operational data such as SLA, OTIF, cost per order, accuracy, and throughput
- Transparent, precise communicator who can align teams, run a leadership meeting, and draft a brief without escalating everything to the COO
- Experience working directly with a COO, VP of Operations, or C-suite operator, so you understand what real leverage looks like
- Comfortable with ambiguity, and able to create structure where none exists without waiting to be told what to do
- Willing to travel to partner sites for launches, audits, or escalations, roughly 15-25% of the role
- Bonus: worked for a brand that used 3PL's

Our Values

- Our team operates with a few simple principles that guide how we work. If you don't align with these values, we'd recommend you don't apply.
- Win Relentlessly. We work hard and stay resilient when things get difficult. We push to raise the bar every day and are obsessed with delivering results for our merchants.
- Own the Outcome. We take responsibility for the results of our work. When something breaks, we step in, fix it, and make sure it does not happen again.
- Be Humbly Confident. We are confident in our abilities but grounded in how we work with others. We communicate directly, avoid politics, and call out issues early.
- Obsess Over Data. Data drives how we operate. We use numbers to identify problems, improve processes, and make better decisions.

What Success Looks Like

- The COO's week runs on a cadence that holds, and priorities move without being chased
- Escalations resolve faster, recur less, and each one leaves a documented process change behind
- SLA, OTIF, and accuracy improve across the network of warehouse and freight partners
- Operational gaps get caught proactively before they reach clients
- Leadership has one source of truth on operational performance
- Client experience, NPS, and retention improve across strategic accounts

How to Apply

We don't start with interviews. We start with fit.

Email our founder [email protected].

Record a quick 2-3 minute Loom introducing yourself, why AMZ Prep, and one thing you've built, owned, or driven results on.

Compensation: Competitive, commensurate with experience

Location: Mississauga, Ontario (3x a week in office)

📌 Chief of Staff to the COO (Mississauga)
🏢 AMZ Prep®
📍 Mississauga