Upshop
Director, Business Operations
Mississauga · Director
Sponsorship not specifiedDetected 22 days ago
RESTJiraProcess ImprovementContract ManagementZendeskCadenceLeadership
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About the role
- This role picks up and expands the operating model currently run by the VP, Business Operations, while day-to-day PDLC cadence continues to be owned at the program-manager level, which reports into this role.
- It currently has one direct report, with room to grow as the function matures.
- Measures of Success / KPIs - OKR/Rocks traceability is complete and current across all suites - leadership
Responsibilities
- Own PDLC methodology and maturity across the Product & Engineering org - the framework everyone plans, tracks, and reports against.
- Own the design of Product & Engineering planning cadences - PI/quarterly planning structure, ceremonies, and calendar - with the Product Operations Lead executing against it.
- Drive cross-department scaling of the operating model, extending what works in one suite or team to the rest of the org.
- Own OKR/Rocks traceability strategy - how goals connect to execution, and how that gets measured and reported.
- Own org structure and role documentation as the definitive record of how Product & Engineering is organized, keeping it current as the org evolves.
- Own the tooling strategy and architecture behind how Product & Engineering operates - Atlassian/Jira, PagerDuty, Zendesk-Exalate, Asana - including the integrations and process solutions the org needs as it scales, executed directly or through the Product Operations Lead.
- Identify and implement AI-assisted automation across reporting, dashboards, and process documentation - reducing manual overhead as the org scales rather than adding headcount to absorb it.
- Partner with the CPO, VP of Engineering, and Directors of Engineering to keep the operating model aligned with how Product and Engineering actually work.
- Partner with the 3 suite Program Managers for the delivery data that feeds OKR/Rocks traceability and the KPI/exec dashboards - this role depends on their input but doesn't manage them directly.
- Clear delineation established between what this role owns strategically and what the Program Manager owns operationally.
Skills
- At least one concrete tooling or process improvement shipped hands-on (not just proposed).
- A roadmap for methodology/traceability maturity presented to leadership.
- OKR/Rocks traceability is complete and current across all suites - leadership
Benefits
- Own resource and capacity planning across the org - headcount allocation, suite coverage, and hiring/backfill sequencing - partnering with the VP, Business Operations for final sign-off.
- Own KPI and executive dashboard strategy - the metrics and standards leadership relies on to judge delivery health across the org.
This listing is sourced directly from Upshop's careers page and normalized into a canonical job model.