Head of Fulfillment

• Lead and oversee a remote fulfillment team with predefined, concrete procedural roles.
• Conduct daily or weekly check-ins with team members to ensure alignment on priorities and execution.
• Provide coaching, performance feedback, and ongoing mentorship to improve results and morale.
• Set clear expectations, deliverables, and deadlines across departments.
• Build and maintain existing procedural systems and keep the team accountable to these systems.

• Monitor and manage end-to-end fulfillment processes — from email support, playlist placements, content launches, disputes, and takedowns.
• Maintain and improve SOPs (Standard Operating Procedures) to ensure repeatable, high-quality outputs.
• Keep fulfillment within a 24-hour delivery window while maintaining service integrity and accuracy.

• Use spreadsheets, dashboards, and tracking tools to monitor ticket volume, churn, performance KPIs, stream success rates, turnaround times, and customer satisfaction.
• Provide detailed weekly/monthly reporting to executive leadership on team performance, service quality, and fulfillment bottlenecks.
• Develop and implement action plans for reducing churn, improving efficiency, and increasing success rates.

• Ensure that the fulfillment team delivers not just services, but *results* — measured by stream success, engagement, and customer satisfaction.
• Collaborate with the Customer Success team to track client outcomes, streamline communication, and close the feedback loop on what works.
• Build scalable processes to maximize the value delivered to every customer while minimizing delays and errors.

• Keep fulfillment systems clean, organized, and easy to audit.
• Maintain a pulse on all ongoing projects, timelines, and dependencies.
• Implement and maintain spreadsheets, checklists, trackers, and automation where needed to streamline operations.

• Use Meta Ads Manager (or learn to use it proficiently) to support and monitor ad campaigns related to client music promotions.
• Track ad performance, communicate results to relevant teams, and provide recommendations for optimization.
• Coordinate with paid marketing specialists and manage deliverables tied to paid media campaigns.

• Leadership: Proven ability to manage and motivate cross-functional teams in a remote environment.
• Communication: Personable, clear communicator who can rally people around goals and explain complex processes simply.
• Analytical: Strong with data, numbers, and spreadsheets. Confident in turning data into action.
• Accountability: Highly organized and self-driven;holds self and others to high standards.
• Customer Focus: Deep empathy for the customer journey and a results-first mindset.
• Problem-Solving: Resourceful and solution-oriented;able to troubleshoot roadblocks without losing momentum.
• Tech-Savvy: Proficient in Excel/Google Sheets, project management tools (e.g., Trello, Notion, ClickUp), and collaboration platforms like Slack or Discord.

• PREFERRED: Years of experience in operations, fulfillment, or team leadership (preferably in a startup or creative environment).
• Have launched ads for playlists or songs before.
• Demonstrated ability to manage multiple workflows and direct reports.
• Experience working in or adjacent to the music industry is a strong plus.
• Must be available Monday to Friday, 9 AM – 5 PM and work in Downtown Toronto

• Work with a fast-growing music startup making real change for artists.
• Flexible remote working environment.
• High degree of autonomy and ownership over your department.
• Opportunities for professional growth and leadership development.

Think you're a good fit for this role? Please email your resume and cover letter to info@boostcollective.ca

Thank you!