Mark-James Ao

Associate Operations Manager @SSENSE

Montreal, QC, CA

Manage a team of more than 250 associates during our peak periods, overseeing the end-to-end workflow of shipping operations to ensure accuracy, efficiency, and timely execution of daily tasks- Provide leadership and direction to the team to achieve departmental goals while maintaining alignment with established operational metrics and service level agreements (SLAs)- Monitor employee attendance and punctuality, addressing recurring issues promptly to maintain consistency and reliability in workforce performance- Lead internal hiring efforts, including candidate selection, interviewing, and onboarding, to attract and retain qualified and motivated team members- Oversee and coordinate onboarding and training programs to ensure all employees are equipped with the knowledge and skills necessary to meet performance standards- Support employee development by observing individual strengths, identifying areas for improvement, and facilitating mentoring and coaching opportunities- Conduct root cause analyses to identify performance gaps and implement effective solutions to improve processes and outcomes- Lead and support continuous improvement initiatives aimed at enhancing departmental efficiency, accuracy, and workflow optimization- Develop and maintain internal systems, including database inputs, KPI tracking, and reporting processes, to measure and communicate performance results- Maintain and update standardized documentation to ensure accuracy, consistency, and accessibility of operational procedures- Promote and uphold a safe, organized, and efficient work environment in accordance with 5S standards- Ensure compliance with all departmental health and safety policies and procedures- Manage labor resources effectively by reviewing and approving overtime and cost exceptions within established budget parameters- Oversee departmental performance indicators and ensure ongoing alignment with company objectives and operational standards.

College April Fortier

AEC diploma, Tourism and Travel Services Management

Concordia University

Business Administration, Management and Operations