Senior Director of Site Operations​/General Manager, Fulfillment

Senior Director of Site Operations / General Manager, Fulfillment

Reporting directly to the VP of Operations, this position aims to maximize iHerb’s growth and profitability focused on local site operations leadership as well as domestic and international 3PL partnerships. The role will lead and manage multiple locations across cities, states and countries, implementing short- and long-term initiatives to optimize workflow, control budget spending, improve labor and material efficiency, and drive technology and customer service improvements.

Job Expectations and Responsibilities

• Setting goals and developing strategies; define objectives, align them with the overall company vision, and create plans to achieve them.

• Conduct regular meetings with operations leadership to ensure priorities are clear and coordination is strong.

• Budgeting and resource allocation: create and maintain budgets, allocate resources effectively, and identify cost‑saving opportunities.

• Innovation and process improvement: continuously seek ways to increase efficiency, productivity, and overall performance.

• Recruiting, hiring, and training: oversee the hiring process, train new employees, and invest in their professional development.

• Motivating and leading: create a positive work environment, inspire employees, and delegate tasks effectively.

• Performance management: regularly evaluate employee performance, provide feedback, and address any issues.

• Overseeing day‑to‑day operations and resolving bottlenecks, making quick decisions to resolve problems and establishing process improvement initiatives.

• Maintaining quality standards: set and enforce quality standards to ensure products or services meet expectations.

• Compliance with regulations: stay up‑to‑date on relevant regulations and ensure adherence.

• Reporting and analysis: gather data, analyze performance, and report findings to upper management.

• Building relationships: collaborate with different departments, external stakeholders, and clients to achieve success.

• Problem‑solving and decision‑making: tackle complex challenges and make sound decisions under pressure.

• Facilitate resolution of issues between departments.

• Take charge in high‑priority crises.

• Demonstrate successful execution of business strategies for company products and services.

• Guide development of organization through high‑growth as well as stable growth phases.

• Direct and participate in acquisition and growth/expansion activities to support overall business objectives and plans.

• Participate in capital‑market development, including roadshows, bank meetings, analyst meetings, etc.

• Manage all network‑level process/system improvement projects, working closely with counterparts at each site to ensure clean implementation.

Knowledge,

Skills and Abilities

• Excellent interpersonal, communication, public speaking, and presentation skills.

• Solid working knowledge of e‑Commerce operations, budgeting, customer service, IT, business development, and strategic planning.

• Ability to generate respect and trust from peer groups, support staff, and external constituencies.

• Ability to lead, plan, and manage change.

• Must be able to travel up to 50 % of the time.

• Strong grasp of business strategy and ability to prioritize opportunities.

• Demonstrated success in managing and developing direct reports.

• Critical thinker; strong at problem solving.

• Excellent process improvement capability.

• Intellectually savvy—ability to translate conceptual ideas and concepts to practical use.

Equipment Knowledge

• Knowledge of Microsoft Word, Excel, and PowerPoint required.

Experience Requirements

• Generally requires a minimum of fifteen (15) years B2C e‑Commerce senior operations management experience.

• Demonstrated success leading in a multi‑site environment.

Education Requirements

Bachelor’s Degree in Business Management or related field preferred, or a combination of education and equivalent work experience.

Judgment / Reasoning Ability

Able to identify, troubleshoot, and resolve problems quickly using sound judgment, poise and diplomacy. Ability to use judgment and reasoning skills, and determine when to escape issues, as…