Job Title: Head of Operations & Logistics
About The Role
We are seeking an experienced Operations & Supply Chain professional who will oversee our Logistics, Transportation, 3P/Fulfillment, Customer Service and operations. Reporting into the CFO and directing a team of ~5 plus partners (3PL, forwarders, agencies). This is an exciting opportunity for a mission-oriented individual who has experience managing global supply chain efforts and customer service. The position is based in the HQ office (SF) or remote location, preferably Kentucky. Travel to the 3PL is required and/or to the office is required.
What You’re Responsible For
- Set strategy and oversee all activities and partners related to global logistics (India, Turkey, Europe, USA, Latam), warehousing & fulfillment, customer service and ops partners.
- Responsible for achieving company goals in terms of costs and efficiencies: fulfillment cost (3PL and per unit costs), optimization of transportation (landing + Freight), time-to-market timelines (calendar and SLAs), reduction of returns, customer service satisfaction and automation, oversight of integrations (3PL, EDI, returns etc).
- Define and document S&OP processes & frameworks to harmonize day-to-day operational practices.
- Timely execution (and early detection of potential setbacks/bottlenecks) to exceed KPIs, SLAs, and customer service/experience goals. Problem solver for operational bottlenecks.
- Track, analyze and report operational performance KPIs via dashboards and scorecards.
- Partner cross-functionally with Planning, Production, Marketing, Ecommerce, Retail, B2B, and Finance teams on cross-functional processes such as: inventory receipts tracking, on-time delivery and processing, go-to-market calendar (speed-to-market), onboarding/offboarding of key partners (packaging, etc), Re-Commerce operations.
- Support new product development launches that require inbound & outbound shipping, new packaging, logistics/delivery services, and tech integrations.
- Manage customs brokers and carriers (LTL, FCL, ocean, air, small parcel), packaging suppliers, ensuring compliance with volume and service commitments.
- Manage 3P fulfillment partners and performance (OTIF, inventory accuracy, retailer compliance) to improve service levels, reduce cost, and reduce lead times.
- Manage Re-Commerce partners (2Nd Home Re-Commerce partners): establish efficient operations related to company product circularity and renewal goals.
- Identify and implement new technologies and operational enhancements to improve end-to-end coordination, automate processes, adopt AI solutions and improve overall efficiency.
- Oversee back-end integrations and dataflows between the company's ERP, middleware/order management systems, and 3P fulfillment center.
- Manage, hire and develop team.
- Stay up-to-date and communicate with management global and industry-specific developments, trends, and events (global tariffs) that may impact the company's operations.
- Establish sustainability goals related to functional areas of responsibility (packaging, freight carbon reduction, circularity).
What We’re Looking For
- Bachelor’s degree, preferably in Supply Chain Management.
- 8+ years’ experience leading global supply chain operations, fulfillment, transportation and customer service at a retail company with omnichannel model (required).
- Resilient, global supply chain professional with a demonstrated ability to ensure operational continuity during unforeseen disruptions.
- Experience managing long-term relationships with third-party partners in the supply chain operations, fulfillment, transportation and customer service space.
- Experience successfully negotiating contracts with third-party partners in the supply chain, fulfillment, transportation and customer service space.
- Excellent analysis skills, including the ability to create and work with models to analyze operations, fulfillment and transportation scenarios.
- Experience in project management: leading projects from ideation to go-live. Ideally in warehouse/retailer integration space.
- Proficient in Microsoft Office applications, including Microsoft Excel, PowerPoint and Word.
- Excellent interpersonal skills and the ability to interact with all levels of the organization.
- Strong organizational skills and ability to manage multiple projects simultaneously.
- Strong oral and written communication skills, including presentation skills.
Salary $150,000 + 10% discretionary bonus
