Director of Operations

Overview

Rhino USA is a leading global omni-channel brand specializing in powersports, towing, hauling, overlanding, and outdoor adventure accessories. We sell across direct-to-consumer, major marketplaces, and national retail partners
, combining strong brand storytelling with operational excellence. As a family-owned business built on integrity, customer obsession, and continuous improvement, we are scaling rapidly and seeking an experienced Operations Director to lead our day-to-day operations from our Woodstock, Georgia headquarters.

Overview

We are seeking a highly experienced Operations Director with at least 5 years of leadership experience managing complex, multi-channel operations. This role owns the end-to-end execution and performance of Supply Chain, Operations, Customer Experience (CX), and IT across ecommerce, marketplaces, and large retail partners
.

The ideal candidate has proven experience supporting high-volume ecommerce and marketplace channels (Amazon, , Shopify, Tik Tok Shop, etc.) as well as serving as a retail supplier to major national accounts such as Walmart, Costco, and Sam’s Club
. This individual brings strong knowledge of import/export and global logistics
, and is highly fluent in ERP systems
, with hands-on experience in fulfil.io strongly preferred.

This role is on-site in Woodstock, GA and reports directly to executive leadership.

Job Duties and Responsibilities

Operational Leadership & Execution

• Own the day-to-day operational performance of the company across Supply Chain, CX, and IT for both ecommerce and retail channels
  .
• Translate executive strategy into operational plans that support DTC, marketplaces, and wholesale retail simultaneously
  .
• Establish operational cadence, accountability, and KPI ownership across teams to ensure consistent execution at scale.

Supply Chain & Logistics Oversight

• Oversee global supply chain operations including demand planning, procurement coordination, inbound freight, import/export compliance, warehousing, and fulfillment.
• Ensure inventory, logistics, and fulfillment strategies support the unique requirements of ecommerce, marketplaces, and retail distribution
  .
• Partner with freight forwarders, 3PLs, and fulfillment providers to optimize cost, speed, and service levels across all channels.
• Maintain tight controls over landed costs, inventory accuracy, and supply chain risk.

Omni-Channel Ecommerce & Retail Operations

• Serve as the operational owner for DTC, marketplaces, and wholesale retail
  .
• Support ecommerce channels including Amazon, Walmart Marketplace, Shopify, Tik Tok Shop
  , and other emerging platforms, ensuring inventory availability, SLA adherence, and system accuracy.
• Oversee retail supplier operations for major accounts such as Walmart, Costco, Sam’s Club
  , and similar partners, including ASN accuracy, routing guide compliance, OTIF performance, and chargeback prevention.
• Ensure seamless coordination between ecommerce fulfillment strategies and retail allocation requirements achieving greater than 95% On-Time SSD (Sellable State Date).

Customer Experience (CX) Leadership

• Lead the Customer Experience team to deliver a consistent, high-quality customer experience across DTC, marketplaces, and retail-related inquiries
  .
• Own CX metrics including response times, refunds, chargebacks, claims, and customer satisfaction.
• Partner with Operations and Supply Chain teams to proactively resolve root causes impacting CX across all channels.

Technology, Systems & ERP Ownership

• Own operational systems and data flows supporting omni-channel operations
  , with a strong focus on ERP performance and adoption (fulfil.io).
• Ensure accurate inventory, order, and financial data across ecommerce platforms, marketplaces, and retail integrations.
• Drive system optimization, automation, and process standardization across operations, CX, and IT.
• Act as the primary operational partner to IT resources and external technology vendors.
• Lead and develop managers and teams across Operations, Supply Chain, CX, and IT.
• Build scalable org structures that support both high-volume ecommerce execution and retail compliance
  .
• Foster a culture of ownership, continuous improvement, and data-driven…