Head of Operations & AI Automation

*Our company works in the EST(Toronto, Canada)
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*if you don't have any related experience like below, please don't apply.

The VP Operations & AI Automation is responsible for overseeing end-to-end operations, including logistics, co-packer (production) management, and customer service. This role also leads AI and automation initiatives from a strategic and project management perspective—advising the CEO, defining priorities, and managing external developers or partners to execute system integrations and automation.

This is not a hands-on builder role. The focus is on ownership, coordination, and execution through others.

Key Responsibilities
1. Logistics & Supply Chain Management
Oversee warehousing, fulfillment, and transportation (3PL and direct shipments)
Manage relationships with 3PLs, carriers, and distributors
Ensure inventory accuracy, forecasting alignment, and stock availability
Monitor and improve KPIs (OTIF, lead times, order accuracy)
Resolve operational issues (delays, shortages, chargebacks, retailer penalties)
Ensure full traceability (lot-level, shipment-level) and data accessibility
2. Production & Co-Packer Management
Manage co-packers and manufacturing partners
Oversee production planning, scheduling, and capacity alignment
Ensure product quality and compliance (PCP, CFIA, HACCP requirements)
Monitor yields, costs, and production KPIs
Lead onboarding and performance management of new co-packers
3. Customer Service & Order Management
Oversee B2B and B2C customer service operations
Ensure timely handling of inquiries, complaints, and order issues
Build and enforce SOPs for communication and escalation
Monitor service KPIs (response time, resolution time, satisfaction)
Align customer service with logistics and sales execution
4. AI Automation Strategy & Project Management
Advise the CEO on automation opportunities across operations and customer service
Identify high-impact workflows for automation (order processing, reporting, customer communication, inventory updates)
Define requirements, workflows, and success metrics for automation projects
Manage external developers, agencies, or freelancers building automation systems
Coordinate integrations across systems (Shopify, ERP, EDI, CRM, Google Sheets, etc.)
Ensure proper documentation, testing, and deployment of automation workflows
Monitor performance and continuously optimize implemented systems
5. Process Optimization & Systems Integration
Develop and standardize SOPs across operations
Improve cross-functional workflows and eliminate inefficiencies
Ensure systems are properly integrated and data flows are accurate
Build scalable operational frameworks to support growth
6. Compliance & Risk Management
Ensure compliance with food safety and regulatory requirements (PCP, traceability, recall readiness)
Maintain audit-ready documentation and records
Identify and mitigate operational risks across supply chain and production
7. Team & Cross-Functional Leadership
Lead internal tea ---------- mbers and external partners (3PLs, co-packers, developers)
Collaborate with Sales, Marketing, and Finance to align demand and execution
Report on operational performance, risks, and improvement initiatives
8. Key Performance Indicators (KPIs)
OTIF (On-Time, In-Full) delivery rate
Inventory accuracy and turnover
Production efficiency and cost per unit
Customer service response and resolution time
Reduction in operational errors and chargebacks
Successful delivery of automation projects (on time, within scope)
% reduction in manual processes through automation
9. Qualifications
5–10+ years in operations, supply chain, or production (CPG/food preferred)
Proven experience managing 3PLs and co-packers
Experience leading system or automation projects (not necessarily building them)
Strong understanding of operational systems (Shopify, ERP, EDI, CRM, etc.)
Familiarity with automation tools (Make, n8n, APIs) is an asset
Knowledge of food safety and regulatory frameworks (CFIA, PCP, HACCP)
Strong project management, communication, and leadership skills
10. Ideal Profile
Strong operator who can manage complex, multi-partner environments
Systems thinker who can translate business needs into technical requirements
Comfortable managing developers and external vendors
Highly organized with strong follow-through
Data-driven and detail-oriented
Able to operate in fast-paced, ambiguous environments
First 6–12 Month Success Metrics
Stabilize and improve 3PL and co-packer performance
Establish clear visibility across inventory, orders, and production
Deliver 2–4 high-impact automation projects through external developers
Reduce operational errors and delays by measurable targets
Improve customer service speed and consistency