Director Of Operations

Job Title:

Director of Operations

The Director of Operations will oversee the day-to-day operations of our commerce business, focusing on ensuring a seamless customer experience. The ideal candidate will have extensive experience managing Shopify-based e-commerce platforms, optimizing the customer journey from product discovery to post-purchase, and coordinating logistics to ensure timely and efficient order fulfillment. This role requires a strategic thinker who can balance operational efficiency with customer satisfaction, while collaborating with multiple departments to meet company goals.

• 10+ years of Direct-to-Consumer ecommerce operations experience, including 3PL vendor management and customer service team management.
• Deep Shopify, Meta, Amazon, and Tik Tok commerce platform expertise.
• Strong analytical and Excel skills, with the ability to analyze and interpret data to drive decisions regarding operations and customer service processes and improvements.
• Proficient in using e-commerce tools and software (Shopify, inventory management systems, analytics platforms, etc.).
• Strong understanding of e-commerce logistics, including warehousing, fulfillment, shipping, and returns.
• Experience in optimizing customer experience across the entire online shopping journey.
• Strong leadership and team management skills, with the ability to collaborate cross-functionally.
• Excellent problem-solving and organizational skills, with a focus on detail and efficiency.
• Bachelor’s degree in business, logistics, marketing, or related field (preferred but not required).

• Manage and optimize the Shopify platform, ensuring the website is fully operational, updated, and optimized for conversions.
• Oversee the logistics and supply chain operations, ensuring products are stocked, orders are fulfilled accurately, and shipping is timely.
• Continuously improve the customer experience by analyzing feedback, monitoring website performance, and making data-driven enhancements.
• Oversee customer experience team and drive performance.
• Work closely with the marketing team to develop and execute promotions, sales, and campaigns that drive traffic and increase sales.
• Coordinate with third-party vendors and 3PL to ensure SLA adherence.
• Monitor key performance indicators (KPIs) related to sales, customer satisfaction, fulfillment speed, and other critical areas.
• Ensure compliance with e-commerce regulations, including privacy policies, payment processing, and product regulations.
• Lead efforts to improve customer service processes, including managing escalations and enhancing post-purchase engagement.
• Develop strategies for reducing operational costs while improving efficiency and maintaining high levels of customer satisfaction.
• Keep up with e-commerce trends, tools, and innovations to stay competitive in the online retail space.

$150,000