Head Of Fulfillment - Music Promotion

Job Overview:

We're hiring a Head of Fulfillment to lead the engine room of Boost Collective.

We run thousands of campaigns every month - and we're not slowing down. Each campaign involves running real paid traffic to promoting artists, and behind the scenes is a remote team that keeps the machine running, from fulfilling orders to managing customer support and satisfaction.

Now we need a sharp, organized, and analytical operator to take the wheel.

If you're someone who loves systems, gets fired up by optimizing performance, and thrives in high-volume environments where precision matters - this is your dream role. You'll lead the fulfillment team, improve processes, and make sure our campaigns deliver real results for artists at scale.

About Boost Collective

Boost Collective is a leading music promotion company that helps independent artists get heard. We are obsessed with quality, efficiency, and delivering real results to our customers - and our fulfillment team is at the heart of that mission.

Role Overview

The Head of Fulfillment is a leadership role responsible for overseeing and optimizing all aspects of customer order fulfillment and delivery of services. This includes managing a remote team, driving operational efficiency, ensuring the best customer outcomes, and maintaining a high bar for execution and accountability. The ideal candidate combines strong organizational skills, operational intelligence, team leadership, and an eye for data to ensure smooth and scalable fulfillment operations.

Key Responsibilities

1. Team Leadership & Communication

• 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.

2. Operational Oversight

• 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.

3. Data Analysis & Reporting

• 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.

4. Customer Success Alignment

• 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.

5. Organizational Excellence

• 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.

5. Meta Ads Manager Oversight

• 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.

Key Skills & Attributes

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.

Requirements

• 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

Perks

• 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.