Senior Manager, People & Operations

About the Role

House of Jewellery, a reputable wholesale jewellery company located in Toronto, is looking for a Senior Manager, Operations & People to work closely with the CEO as a key operational partner. This role involves a phased leadership progression where you initially shadow the CEO to learn business processes, gradually taking ownership of departments upon demonstrating capability and trust.

Key Responsibilities

• Phase 1 involves working side-by-side with the CEO to observe functions and translate business methods into clear Standard Operating Procedures (SOPs), collaborating with department leaders to document workflows within six months.
• Maintain and update the company's operational manual as a centralized guide for policies and processes.
• Support the CEO with operational initiatives, meetings, and follow-up activities, occasionally attending external business events and traveling alongside the CEO.
• Identify operational inefficiencies and suggest practical improvements to bolster team performance and execution.
• Phase 2 entails direct leadership of Marketing, Procurement, and Front Office/Client Services teams, managing day-to-day operations, resolving issues, and escalating only when necessary.
• Develop KPIs, lead weekly operating rhythms, and coach staff in collaboration with external HR consultants.
• Reinforce a positive company culture by monitoring team dynamics and ensuring respectful, collaborative workplace behavior aligned with CEO expectations.
• Phase 3 focuses on expanding operational oversight to additional departments, promoting interdepartmental consistency, and strengthening leadership capabilities among department heads.
• Continue enhancing scalable procedures and systematizing workflows to reduce reliance on individual memory.
• Long-term potential option to oversee key accounts after establishing significant trust and operational knowledge.

Qualifications and Skills

• 3 to 5 years of experience in operations, project management, business operations, or Chief of Staff roles, preferably within founder-driven, family-owned, or entrepreneurial environments.
• Proven ability to convert informal processes into detailed documented systems.
• Competence in managing teams with accountability and delivering direct feedback.
• High emotional intelligence, adaptability, and discretion.
• Eagerness to learn initially, progressing into authoritative leadership as responsibilities grow.
• Strong communication aptitude working with executives, teams, suppliers, and partners.
• Familiarity with AI tools like ChatGPT, Claude, or Perplexity to automate and optimize tasks.
• Proficiency with Microsoft Office, Google Suite, and capacity to quickly adopt new software such as Trello and Odoo.
• Exceptional organizational skills and attention to detail in a fast-paced setting.
• Interest or background in jewellery, fashion, wholesale, luxury retail, or product-based industries is advantageous but not mandatory.

What Will Make You Successful

• Consistency, follow-through, and sound judgment build trustworthiness.
• Comfort working closely with a founder and establishing scalable business structures.
• Ability to balance hands-on and strategic tasks within the same day.
• Identify and remedy communication breakdowns and accountability challenges.
• Supportive yet candid in managing team interactions.
• Understanding of daily leadership, communication, and follow-through shaping culture.
• Passion for building operational systems and improving team effectiveness.

Benefits and Other Details

• Opportunity to influence and help develop the core operational framework of an established Canadian jewellery wholesaler.
• Close collaboration with the CEO and visibility across all business facets.
• Clear advancement trajectory with milestones for expanded leadership roles.
• Opportunity to impact operations, team structure, accountability, and company culture.
• A dynamic and collaborative work environment.
• Personal and professional growth opportunities.
• Company benefits provided after the probation period.
• Three weeks of vacation per year, prorated.
• Eligibility for an annual bonus of up to 5% based on performance.
• Business casual dress code in a professional downtown Toronto office.
• Full-time permanent role, requiring 37.5 to 44 working hours per week, primarily onsite with limited hybrid flexibility (up to two remote days monthly).
• May involve occasional travel, offsite and supplier meetings, or attending industry events alongside the CEO.
• Employment will be subject to confidentiality and non-solicitation agreements.

Accessibility and Inclusion

The company is committed to an inclusive recruitment process with accommodations available upon request. Candidates who bring diverse perspectives and work styles that enhance a respectful and high-performing environment are encouraged to apply.