Director of Operations
About The Position
Makeship is seeking a Director of Operations to oversee the end-to-end operational health of the company. This role involves managing creator onboarding, merchandise design and manufacturing, and product delivery to fans. The ideal candidate is energized by ambiguity, thinks in systems, and is motivated to build and improve processes for scalability. This is a foundational, high-visibility position within a rapidly growing startup. The Director of Operations will be responsible for identifying operational friction, risks, and costs, and leading teams to address them. Key responsibilities include leading the Business Operations and Customer Support teams, overseeing the supply chain, and collaborating with Systems Engineering to build the necessary operational infrastructure. Reporting to the VP of Product & Technology, this role is crucial for evolving operations to match the company's rapid growth.
Requirements
- 8+ years of experience in operations, business operations, or a related leadership role, ideally within a high-growth D2C, e-commerce, or marketplace business.
- A track record of designing and scaling processes and teams to match a rapidly growing business, not just running what already exists.
- Strong analytical instincts; ability to identify where a process is quietly costing the business time, money, or trust.
- Experience partnering with manufacturing or supply chain partners to balance cost, quality, and speed.
- Excellent cross-functional leadership skills; ability to influence and coordinate across engineering, design, finance, and external partners without direct authority.
Nice To Haves
- Experience leading customer-facing or support teams.
- Experience in the creator economy, crowdfunding, or merchandise/apparel industries.
- Experience managing or evaluating outsourced research or agency relationships.
- Experience building a function from the ground up inside a scaling startup.
- Familiarity with drop-shipping or overseas (e.g., China-based) manufacturing operations.
- Mandarin fluency
Responsibilities
- Analyze the health of campaign operations end to end, identifying inefficiencies and risks, and building a holistic view of business health.
- Lead the Business Operations team, ensuring smooth day-to-day execution of every campaign while evolving internal workflows and systems in partnership with Systems Engineering.
- Manage the merch creation process from manufacturing through fulfillment, balancing cost, quality, and timeliness across the manufacturing pipeline and internal teams.
- Lead the Customer Support team, owning the quality, responsiveness, and tooling behind the 1:1 relationship with fans.
- Equip teams across the organization with regular insights, including support trends, sentiment tracking, research findings, and internal metrics.
- Set up the tools and processes that make it easy for teams to reach creators and fans and learn directly from them.
Benefits
- Health and dental benefits from day 1
- 4 weeks of paid vacation (including paid time off on your birthday)
- An additional 1 week of paid time off during the winter holidays
- Virtual & In-Person Social Events
- Annual Paid Volunteer Day Off
- 1:1 RRSP Matching Program Up to 3%
- $500 Pre-Tax Annual Health & Wellness Allowance
- $400 Pre-Tax Home Office Setup Allowance
- $65 Pre-Tax Monthly Phone Allowance
- Maternity and Parental Leave Top-Up Program
- Education Assistance Program
- Employee Referral Program
- Tenured Rewards Program
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
