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

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 explicit 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

Clear, 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

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📌 Director of Network Operations (Ontario)
🏢 AMZ Prep®
📍 Ontario