Operations Manager

Pour la version française de cette description de poste, veuillez consulter le lien suivant / For the French version of this job description, please refer to the following link:

• Gestionnaire des opérations

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About ITCloud, an AppDirect subsidiary

This position is for the ITCloud business unit Servicing Canadian IT professionals and their business customers since 2005, IT Cloud is an authorized Canadian Distributor for Microsoft, Acronis, Bitdefender, AvePoint, BitTitan, Letsignit and NinjaOne. Through our partner channel, we provision Canadian businesses with the most powerful corporate cloud solutions for continuity, cybersecurity and productivity. Highly skilled on both the technical and business sides, our team backs up our partners-resellers with technical, sales, marketing and administrative enablement so they can build a successful business while provisioning their client-base through our simple and secure marketplace.

About You

The Operations Manager is responsible for overseeing and optimizing day-to-day operational activities within an IT distribution environment. This role focuses on operational efficiency, process governance, order execution, logistics coordination, performance management, and cross-functional collaboration, while supporting business growth, customer satisfaction, and compliance.

The ideal candidate combines strong operational leadership with a solid understanding of IT products, distribution models, and partner ecosystems.

What you’ll do and how you’ll have an impact

Operational Management

• Oversee daily operational activities including order processing, fulfillment coordination, and service execution.

• Ensure operational workflows are efficient, scalable, and aligned with company objectives.

• Develop, implement, and continuously improve operational policies, procedures, and controls.

Logistics & Order Execution

• Coordinate order fulfillment and delivery workflows with internal teams and external logistics functions.

• Monitor order accuracy, turnaround times, and service quality.

• Oversee returns handling and operational exception management.

ERP Implementation & Migration Project

• Lead or co-lead the implementation and migration to a new ERP platform from an operational perspective.

• Define operational requirements, workflows, and business processes to be supported by the new ERP.

• Collaborate with IT, finance, sales, and external integrators to ensure alignment between business needs and system configuration.

• Support data migration activities, user acceptance testing (UAT), and validation of operational processes.

• Develop and execute change management, training, and documentation plans to ensure successful user adoption.

• Ensure minimal disruption to day-to-day operations during the transition and post-go-live stabilization.

• Act as a key operational stakeholder during post-implementation optimization and continuous improvement phases.

Process Improvement & Performance

• Identify operational inefficiencies and lead continuous improvement initiatives.

• Define, monitor, and report on KPIs related to operations, service levels, cost control, and customer experience.

• Use data and reporting tools to drive informed operational decisions.

People & Cross-Functional Leadership

• Lead, coach, and develop operations team members.

• Collaborate closely with sales, finance, IT, customer support, and partner-facing teams.

• Support organizational change initiatives and operational scaling.

Compliance & Risk Management

• Ensure compliance with internal policies, contractual obligations, and regulatory standards.

• Identify and mitigate operational risks related to process gaps, system dependencies, and service continuity.

What we’re looking for

• 5+ years of experience in operations management, preferably within IT distribution, technology, or B2B environments.

• Bachelor’s degree in Operations Management, Business Administration, IT, or a related field.

• Proven experience participating in or leading ERP implementation or migration projects.

• Strong understanding of IT products, licensing models, and distribution operations.

• Experience managing operational processes, service delivery, and performance metrics.

• Excellent analytical, organizational, and problem-solving skills.

• Strong leadership, communication, and stakeholder management abilities.

• Experience with ERP, CRM, and operational reporting tools.

• Experience with cloud-based ERP platforms is an asset.

• Lean, Six Sigma, or continuous improvement certification is an asset.

• Bilingual (English/French) is an asset.

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: https://www.appdirect.com/about/privacy-notice

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