At Deux par deux, we celebrate creativity at every level. With a dynamic team of nearly 50 people, we’ve pushed boundaries to become a leading name in children’s fashion across North America, with a Canadian brand recognized worldwide.

ROLE OVERVIEW

The Operations Manager makes sure every order reaches the right customer, at the right time and at the right cost — and that the post-purchase experience lives up to the brand. The role oversees our direct-to-consumer operations (fulfillment, customer service, returns) and runs our in-house warehouse, located next to our offices, so that the team and processes keep pace with our growth in Canada, the United States and overseas.

This is a builder role: we are looking for someone who enjoys structuring processes as much as rolling up their sleeves during peak season.

Reporting directly to the CEO, you will lead a team of two customer service representatives, a returns coordinator and our warehouse staff, working closely with our B2C, production, wholesale, finance and logistics teams. This is a permanent, full-time, in office position at our Montreal offices and warehouse.

KEY RESPONSIBILITIES

1. Direct-to-consumer operations

- Fulfillment — Oversee web order processing end to end: picking, packing, shipping and tracking.
- Manage our warehouse management system (ShipHero) and make sure it is used to its full potential.
- Negotiate and manage carrier agreements; optimize shipping costs and delivery times in Canada, the US and overseas.
- Returns — Own the returns and exchanges process, from the returned parcel to restocking.

2. Warehouse management





- Run the day-to-day operations of our in-house warehouse and make sure product flows smoothly, from receiving to shipping.
- Optimize the use of space: layout, storage, locations, and making room as collections and seasons change.
- Oversee receiving: incoming shipments, quality and compliance checks, put-away.
- Ensure inventory accuracy across the warehouse, ShipHero, Shopify and our ERP; organize physical counts and resolve discrepancies.
- Enforce health and safety standards and good warehouse practices.

3. Customer service

- Lead the customer service team (2 people) on Gorgias and Aircall: quality standards, response times, macros, self-service tools and AI.
- Plan staffing and priorities for seasonal peaks.
- Use customer feedback to improve products, processes and the post-purchase experience.

4. Growth in the United States and overseas

- Structure cross-border shipping: carriers, delivery times, returns.
- Oversee customs, duties and taxes, and labelling requirements, in collaboration with carriers, finance, logistics and customs brokers.

5. Processes, tools and data

- Document and improve operational processes; identify automation opportunities (Shopify Flow, integrations, AI tools).
- Build AI processes and agents to handle recurring, repetitive tasks, with a constant focus on efficiency.




- Build an operations dashboard and review it weekly with the CEO.
- Prepare operations for peak periods (Black Friday, holidays, back to school, outerwear season).

6. Leadership and collaboration

- Hire, manage, train and grow the operations team: customer service, returns and warehouse staff.
- Manage and approve timesheets in Agendrix.
- Act as the operations partner to the e-commerce and B2B teams: launches, promotions, loyalty program, volume forecasts.
- Manage the operations budget and track key costs.

WHAT WE'RE LOOKING FOR

- 7+ years of experience in operations, logistics or warehousing, including at least 3 years managing a team.
- Hands-on experience with a B2C e-commerce or omnichannel brand (ideally consumer goods).
- Experience running a warehouse: space organization, inventory flow, receiving, picking and packing.
- Good knowledge of the Shopify ecosystem and warehouse management systems; comfortable with customer service tools.
- Experience with cross-border shipping (customs, carriers).
- Analytical mindset: comfortable with numbers, Excel or Google Sheets and dashboards.
- Comfortable with AI tools and uses them daily — including to build reports and analyses.
- Able to build simple processes in a small team without losing touch with the floor.
- Bilingual (English and French), for dealings with our partners, carriers and customers in the US and abroad.

Nice to have

- Experience with Shopify, ShipHero, Gorgias, Aircall, Agendrix or Loop Returns.
- Knowledge of wholesale and B2C operations and multichannel inventory management.

Chez Deux par deux, nous célébrons la

📌 Operations Manager (Montreal)
🏢 Deux par Deux
📍 Montreal