Director of Operations

ABOUT THE OPPORTUNITY

The Director of Operations leads the Distribution Center and related teams by driving a high‑performance, customer‑first culture focused on quality, productivity, innovation, and continuous improvement in a pick-pack-ship and light manufacturing (print production and assembly) setting. The role is responsible for optimizing operational processes, exceeding customer delivery and, ensuring accurate inventory management, and championing Six Sigma principles within the distribution center, engraving, printing and quality.

• Provides direct oversight, leadership, and support to the Distribution Center, including the areas of production, engraving and quality.
• Leads the continuous improvement of the personalization and engraving operation – implementing practices to significantly improve speed and quality of delivery.
• Establishes a team culture that enhances quality output and productivity, drives innovation, rewards curiosity, promotes recognition and appreciation, embraces learning, drives accountability, and always maintains a customer‑first mindset.
• Drives technology adoption and continuous improvement across teams for core production and delivery tools, including Oracle Net Suite, RF Smart & Ship Console.
• Collaborates with brand leaders to elevate customer experience, drive program effectiveness, and increase customer retention while meeting and exceeding operational objectives and KPI’s.
• Partners with sourcing to develop and maintain relationships with key vendors and suppliers, manage inventory, and drive quality assurance.
• Maintains a consistent bi‑weekly one‑on‑one coaching cadence with direct reports to support development, engagement, and performance.
• Leads the review and execution of Service Agreements with operational vendors to support quality, cost, and service objectives.
• Drives a culture of operational excellence through training, scheduling, workforce utilization, automation, documentation, and ongoing process improvement.
• Champions Six Sigma leadership and ensures disciplined, consistent operational execution across the organization.
• Actively engages in daily operational huddles, monthly performance deep dives, and quarterly strategy forums.
• Represents the voice of the customer, operations, and the supply chain in leadership and management discussions.
• Builds and sustains comprehensive expertise in Recog Nation and Baudville Brands’ product and service offerings to support operational and customer excellence.
• Maintains a high level of professionalism in daily interactions with customers, co‑workers, superiors, and team members.

• Applies rigorous analytical thinking and data‑driven judgment to complex business decisions.
• Effectively prioritizes, plans, and manages time to deliver results in a customer‑focused environment.
• Communicates with clarity, confidence, and professionalism across all audiences.
• Develops trusted partnerships across functions and with external stakeholders.
• Takes full ownership of outcomes and holds self and others accountable.

• Drives consistent achievement and continuous improvement of same‑day shipping standards across stock and decorated orders.
• Reduces cost per order and production cycle time through disciplined measurement, analysis, and continuous performance improvement.
• Amazon orders are fulfilled in accordance with Amazon Seller/Vendor Central service level agreements, including on‑time shipment, accurate order content, compliant labeling and packaging, and correct system confirmation.
• Maintains inventory accuracy at or above 99% and ensures products are organized and managed using Six Sigma principles.
• Ensures distribution center analytics are systematically reviewed, validated, and optimized at least every 180 days.

• Minimum of five years of experience leading cross‑functional teams in a manufacturing environment with a strong emphasis on customer experience, safety and quality.
• Exhibited expertise in production, shipping and general business technology systems – Netsuite, RF Smart preferred.
• Finished goods manufacturing and distribution experience under tight timelines.
  
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