Operations Lead

Overview

The Operations Lead oversees sales operations and logistics coordinators while managing end-to-end operational workflows across ecommerce and retail channels. This role ensures accurate order processing, strong fulfillment performance, and compliance with retailer requirements across platforms such as Shopify, Amazon, ERP, EDI, and retailer systems. The Operations Lead builds scalable processes, manages key external partnerships, and plays a pivotal role in shaping operational strategy across North America.

• Lead and manage Sales Operations and Logistics Coordinators, providing clear direction, coaching, and performance oversight.

• Manage operational workflows across Shopify, Amazon, ERP, EDI, and retailer systems to ensure accurate and timely order processing.

• Review and oversee retail purchase orders, ensuring accuracy, completeness, and alignment with internal capabilities and timelines.

• Monitor fulfillment performance metrics and compliance KPIs, and take action to resolve issues and improve service levels.

• Manage relationships with third‑party logistics providers (3PLs), freight partners, and carriers to support reliable and cost‑effective fulfillment.

• Oversee onboarding of new retail accounts and sales channels, ensuring operational readiness and smooth integration into existing workflows.

• Maintain SKU governance and product setup accuracy across all platforms and systems, ensuring data integrity and consistency.

• Support inventory visibility and inbound logistics planning to ensure product availability and efficient stock management.

• Oversee returns processing and reverse logistics activities, ensuring timely resolution and minimal operational disruption.

• Ensure compliance with retailer operational requirements, including routing guides, chargeback avoidance, and performance standards.

• Coordinate closely with Supply Chain, Systems, Growth, and Leadership teams to align operations with broader business objectives.

• Drive operational process improvements and scalability initiatives to support rapid business growth and multi‑channel expansion.

• Manage chargebacks and related operational issues, identifying root causes and implementing corrective actions.

• Own and manage operational budgets, ensuring cost‑effective execution and financial discipline.

• Handle escalations in a fast‑paced environment, resolving issues quickly while maintaining strong relationships with internal and external stakeholders.

• Collaborate cross‑functionally to support rapid business growth across DTC, Amazon, and B2B/retail channels.

• 4+ years of experience in fulfillment, sales operations, or logistics.

• Experience in both DTC/Amazon and B2B/retail channels, including at least two major retailers such as Walmart, Target, or Costco.

• Proven experience managing a sales or operations team with direct leadership responsibilities.

• Hands‑on experience with Amazon Seller Central.

• Proficiency with Net Suite ERP or similar enterprise resource planning systems.

• Experience working with Shopify and order management processes.

• Background in the retail industry and multi‑channel operations.

• Experience managing chargebacks and retailer compliance requirements.

• Strong team leadership skills with the ability to motivate and develop direct reports.

• Experience with customs, tariff, and regulatory compliance.

• Vendor management experience, including 3PLs, freight partners, and carriers.

• Demonstrated process improvement mindset with a track record of implementing scalable operational solutions.

• Strong analytical and problem‑solving skills, including the ability to interpret performance metrics and operational data.

• Proven ability to manage escalations and competing priorities in a fast‑paced environment.

• Budget ownership experience with responsibility for operational cost management.

• Ability to work effectively with cross‑functional stakeholders to support rapid business growth.

• Experience working within high‑growth consumer products organizations.

• Familiarity with EDI and retailer‑specific systems and processes.

• Exposure to nationally recognized retail partners and large‑scale retail programs.

• Experienc…