Head of Operations

Position Overview

The Head of Operations at Givenly is a senior leadership role responsible for owning and driving all operational functions across the organization. This role requires an experienced operator with a strong understanding of the promotional products and branded merchandise industry who can work autonomously, build scalable systems, and free up executive bandwidth by fully owning operational outcomes. You will lead the operations team, manage the full lifecycle of branded projects and kitting programs, optimize workflows across fulfillment and client delivery, and ensure operational excellence across our corporate gifting, branded merchandise, and subscription platform business.

This is not a support role. We are looking for someone who can take complete ownership of operations, identify and solve problems proactively, and scale our operational infrastructure as the company grows.

• Own end‑to‑end operational performance across fulfillment, customer support, vendor management, and platform operations.
• Develop and execute operational strategy that supports company growth targets and margin protection.
• Build, document, and maintain Standard Operating Procedures (SOPs) that enable consistency and scalability across all operational functions.
• Identify operational risks and bottlenecks proactively; implement solutions before they become problems.
• Lead regular operations team meetings; drive accountability and performance across the team.

• Manage the full lifecycle of branded merchandise projects from quoting through production, decoration, kitting, and final delivery.
• Oversee kitting operations including new hire onboarding kits, client gift boxes, and custom promotional packages—ensuring accuracy, quality, and on‑time delivery.
• Coordinate decoration methods (screen print, embroidery, laser engraving, etc.) with vendors, ensuring brand standards and artwork requirements are met.
• Manage order timelines, proof approvals, and production schedules to ensure client expectations are consistently met or exceeded.
• Troubleshoot production issues, shipping delays, and quality concerns with vendors quickly and effectively.

• Ensure timely, accurate management of all customer support tickets in Zendesk.
• Partner with Customer Success and Sales to ensure seamless onboarding, order fulfillment, and ongoing client support.
• Own resolution of operational issues impacting customer experience including order discrepancies, fulfillment errors, and supply chain disruptions.
• Support execution and delivery of corporate gifting programs, company stores, and branded onboarding kits.

• Own vendor relationships across suppliers, decorators, and fulfillment partners; negotiate pricing, lead times, and terms that protect company margins.
• Manage product catalog integrity across vendor databases and the Givenly platform.
• Continuously optimize the Brand On Demand catalog for product selection, pricing, and availability.
• Identify and vet new vendor partners; manage supplier onboarding and performance.

• Ensure accuracy and consistency of operational data across Airtable, CRM, and proprietary systems.
• Work with Sage or similar industry platforms for order management, purchasing, and invoicing.
• Leverage project management tools (, Zendesk) to track project progress, manage workload, and ensure deadlines are met.
• Collaborate with Engineering to improve operational tech stack and automate manual processes.
• Develop reporting and dashboards that provide visibility into operational performance and key metrics.

• Serve as operational liaison between Sales, Customer Success, and leadership.
• Provide regular insights and strategic recommendations to the CEO.
• Drive initiatives that protect margins, reduce costs, and improve profitability.

• 7+ years of operations experience, with at least 2 years in a management or leadership role.
• Experience in the promotional products industry is strongly preferred. Familiarity with branded merchandise, decoration methods, kitting, and fulfillment workflows is essential.
• Working knowledge of Sage or similar industry‑specific platforms for order management and purchasing.
• Experience managing branded project life cycles from quoting and sourcing through production, kitting, and delivery.
• Proven track record of building scalable processes and systems.
• Strong vendor management and negotiation experience.
• Proficiency with operational tools:
  Airtable, Zendesk, , or similar platforms.
• Data‑driven mindset with ability to analyze metrics and make informed decisions.
• Self‑starter who takes initiative and thrives without close oversight.
• Comfortable working remotely with occasional travel to Chicago for team meetings and vendor visits.