Director, eCommerce Operations

Are you driven by data, measurable results, and continuous improvement? Do you excel in high-performance environments where speed, accountability, and innovation define success? If you’re ready to help shape the future of ecommerce technology, Cymax Group Technologies wants you on our team.

At Cymax Group Technologies, we enable leading brands and retailers to compete and win in the digital marketplace through advanced technology, data-driven insights, and optimized logistics. We are a tech-enabled brand accelerator operating in home, lifestyle, and adjacent categories. Our proprietary platforms—Channel Gate and Freight Club—combine automation, AI, and more than two decades of ecommerce expertise to streamline multi-channel selling, increase operational efficiency, and drive scalable growth.

We support hundreds of partners across North America, helping them navigate and outperform within complex marketplaces such as Amazon, Walmart, Wayfair, and others. Our focus is simple: deliver performance, remove friction, and create sustainable competitive advantage for our partners.

Recognized as one of Canada’s fastest-growing technology companies, Cymax Group fosters a high-performance culture built on grit, agility, and accountability—where we take ownership, use data to drive clear decisions, think strategically while executing with precision, and consistently raise the bar to deliver results today that position us for tomorrow.

The Role

The Director, eCommerce Operations will oversee the customer service, recoveries, order management and merchandising teams. They will partner closely with internal cross-functional teams to provide leadership, communicate strategic direction, and direct the activities. This position requires a keen ability to translate data into actionable steps to grow the business while meeting or exceeding all annual financial goals for Cymax Group.

The Director, eCommerce Operations will take a hands-on and proactive approach to support long-term corporate business strategies while fostering collaboration among all departments that work on the business.

This is a hybrid role, working 2 days a week in our corporate headquarters in the vibrant Gastown area of Vancouver, BC.

What You’ll Do

Operational Strategy & Performance

• Lead the development and monitoring of operational performance metrics leveraging data from vendors, carriers, marketplaces, etc., identifies gaps and/or opportunities, and initiates the action plan to drive the desired business outcomes
• Spearhead creation and alignment of goals / OKRs and defined KPIs across teams
• Analyze team performance to drive improvement in KPIs and close performance gaps
• Strategic planning and forecasting for peak times and recruitment, along with budget forecasting

Cross‑Functional Collaboration & Stakeholder Partnership

• Key contributor in cross-functional teams to troubleshoot issues and follow through on their resolution with both technology and operational considerations
• Partner with the product team to advocate for our customers by voicing their feedback that should be considered in our strategy and initiatives.
• Develop and maintain relationships with key stakeholders throughout the business to build a comprehensive knowledge of business activities and operational capabilities, issues, and opportunities.

Technology, Automation & Continuous Improvement

• Serve as a strategic expert to drive the successful execution of key development milestones, ensuring technology and analytical solutions translate into measurable operational impact
• Identify opportunities, support implementation and execution of strategic initiatives that impact Operations, including AI and automation driven solutions
• Leverage automation and AI solutions to improve processes and workflows

Resource Management & Operational Execution

• Manage the day-to-day activities of the team - coordinate with managers and team leads to assign priorities to meet SLAs across eCommerce platforms and channels
• Overall responsibility and accountability for the quality and timeliness of the project deliveries, resource management, technical support for team members and communication

Leadership

• Build and maintain a high-performing team by fostering a culture of excellence, collaboration, and continuous improvement.
• Provide day to day leadership of direct reports including 1:1’s, coaching sessions, mentorship, performance reviews, recruitment & orientation of new team members to maximize performance and team development
• Manage in-house team and offshore resources, including staffing and budgets, ensuring optimal allocation to support business objectives.
• Collaborate with senior leadership to develop team growth plans, strategies, and roadmaps

Who You Are

• 5+ years of contact center experience
• 7+ years of leadership
• 3+ years of managing leaders
• Prior eCommerce customer service management experience and subject matter expertise, preferably in the furniture/home industry
• Completion of a bachelor's degree preferred
• Intermediate/Advanced Microsoft Office

What We Offer

• Impact: Your work will directly influence the success and growth of our business.
• Growth: Opportunities for professional development and career advancement.
• Hybrid-First Environment: Embrace flexibility and choice.
• Culture: A collaborative and supportive work environment where your contributions are valued.

Our Values

Our core values are the compass that guides our actions, unites our team, and shapes the future of our company:

• Grit & Agility: Forge Ahead, Pivot Fast
• Accountability: Bring It, Own It, Commit
• Go the Extra Mile: We Go Above & Beyond
• Understand the Map & the Terrain: Master the Details & the Big Picture
• Data Drives Decisions: Absorb Complexity & Transmit Clarity
• Think Beyond Today: Tomorrow's Vision, Today's Action

Compensation & Benefits

We are committed to transparency in our hiring process. The expected salary range for this role is between $110,000 and $130,000 depending on various factors including experience, skills, training and certifications, market demands, and organizational needs. Our salary ranges are determined by role, level and location.

We offer a comprehensive range of benefits which includes:

• Health and wellness support for our team members and their families including an employee assistance program
• 100% paid health and dental benefits in Canada
• Paid time off
• Easy access to online and phone-based counselling services
• And a hybrid-first flexible work environment.

Join Our AI Journey at Cymax Group!

At Cymax Group, we thrive on innovation and entrepreneurship. As an AI-first organization, we are on an exciting journey to continuously grow and evolve our focus on AI, empowering our people at all levels. Our fast-paced environment encourages agility and nimbleness, enabling our team to adapt swiftly to changing market dynamics. We're passionate about continuous learning and growth, offering opportunities for professional development. Our data-driven decision-making ensures we make informed choices that lead to success. If you're excited about making an impact and being part of a dynamic, AI-empowered team, you'll feel right at home here.

Join us and bring your passion for data to drive impactful insights and innovation in our e-commerce journey! Please submit your resume detailing your relevant experience and why you are a great fit for this role.

Accessibility

We can provide accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

#LI-Hybrid