Director of Channel Operations

• Own day-to-day operational management of the direct-to-consumer platform (e.g., Shopify), including site operations, order fulfillment, and returns processing.
• Partner with customer service and fulfillment teams to ensure a consistent, high-quality post-purchase experience.
• Manage inventory allocation and availability across digital and wholesale channels to minimize stockouts and overselling.
• Support promotional and product launch execution by coordinating operational readiness across systems, inventory, and fulfillment.
• Own recurring order operations for the subscription program, including failed payment handling, dunning workflows, and subscription-specific fulfillment logic.
• Own 3PL vendor management, including SLA performance, rate card administration, and carrier selection across domestic and international fulfillment.
• Monitor 3PL performance against contracted service levels, driving corrective action on shipping cost, transit time, and fulfillment accuracy.
• Manage cross-border fulfillment and DDP clearance partnerships to support international order flow.
• Own the operational infrastructure supporting eCommerce and wholesale, ensuring processes scale with revenue growth and channel expansion.
• Identify and eliminate operational bottlenecks that limit revenue capture, order accuracy, or channel scalability.
• Own and report on channel operations KPIs, including order accuracy, fill rate, on-time delivery, and account onboarding time.
• Govern catalog data integrity so wholesale EDI transmissions and downstream product feeds transmit clean, accurate records without manual rework.

• 8+ years of experience in domestic and cross-border eCommerce operations, channel operations, sales operations, wholesale operations, or including experience managing both DTC and wholesale/retail channels.
• Proven track record managing 3PL vendors, freight and carrier relationships, order management, EDI, and account onboarding processes for wholesale or retail partners.
• Working knowledge of eCommerce platforms (e.g., Shopify) and ERP systems.
• General familiarity with Hub Spot is helpful for context, though this role will spend little to no day-to-day time in it.
• Experience owning product catalog data and margin/COGS-related fields within an ERP or PIM system - this role maintains cost and margin data; it does not set pricing or sales strategy.
• Strong process orientation with a track record of designing and scaling operational workflows using a project management tool (ideally Asana).
• Analytical mindset with experience using data to identify and resolve operational issues.
• Experienced with hiring, leading, developing, and managing a team.
• Excellent cross-functional collaboration and communication skills.

Demonstrates expertise in managing eCommerce operations, including direct-to-consumer and wholesale channels, with a focus on inventory management, order fulfillment, and vendor relationships. Proven ability to analyze operational performance metrics and implement scalable processes to enhance efficiency and revenue growth.

• ECommerce Operations Management
• 3PL Vendor Management
• Order Management
• Data Analysis
• Cross-Functional Collaboration

• Inventory Management
• Order Fulfillment
• EDI Management
• Catalog Data Management
• Operational Workflow Design

• Process Orientation
• Analytical Mindset
• Team Leadership
• Communication Skills

• Direct-To-Consumer
• Wholesale Operations
• Cross-Border Fulfillment
• SLA Performance
• Promotional Execution

• Shopify
• ERP Systems
• PIM Systems
• Asana
• Hub Spot