About the Role

As Operations Lead, you’ll oversee our entire supply chain, including production, logistics, and customer experience. From demand planning and inventory management to freight and customer shipping, to returns and customer remediations, this role will oversee them all. You’ll work hand in hand with our Founder/CEO on product development and sourcing, and our Marketing Lead to ensure our tech stack integrates seamlessly with operations. This role is crucial to scaling our business and will involve both high-level strategy and hands-on execution.

What You’ll Do: General Responsibilities

This role requires a player-coach capable of both strategic oversight and day-to-day operational management. Key areas of ongoing ownership:
• Lead Global Supply Chain Operations: Manage the production of goods in China and oversee distribution to customers globally
• Inventory & Demand Forecasting: Partner with marketing to develop inventory forecasting and demand planning tools to ensure alignment with sales targets and cash flow.
• Customer Experience Management: In partnership with our CX Lead (which will report into this role), oversee and improve the customer experience team, processes, and systems to ensure high service standards and customer satisfaction

What You’ll Do: First 100 Days

What does a successful first 100 days on the job look like? Here are a few of the key initiatives you’ll accomplish:
• Integrate Operations with eCommerce Storefront Launch: Collaborate with marketing to ensure our new Shopify storefront and tech stack are fully integrated with operational systems (3PL, returns, inventory), supporting smooth daily operation
• Develop Global Returns Process: Build a global returns infrastructure that is both efficient and customer-friendly.
• Optimize Inventory Management: Implement an inventory management and forecasting system that aligns with sales and marketing forecasts, minimizing stockouts and overstock.
• Build Customer Experience Infrastructure: Set up the foundation for our customer experience team, including hiring, systems, and processes.
• Supplier & Production Redundancy: Ensure redundancy in our supply chain to minimize disruptions, working directly with production partners in China.

Who this job is NOT for

This role comes with meaningful upside and autonomy, but it’s not for everyone. In particular, this role may not be for you if you:
• Are uncomfortable leading cross-functional teams or making high-impact decisions independently.
• Have no experience with global supply chain management, particularly in the eCommerce industry.
• Are uncomfortable working in a fast-paced startup environment where priorities and strategies may shift rapidly.
• Lack of experience with international shipping logistics, air shipments, or handling 3PLs.

Requirements

Key Requirements (Who You Definitely Are)

Below are the qualities that we’re looking for at a minimum:
• 4+ Years of eCommerce Supply Chain Experience: You’ve successfully managed supply chains for eCommerce brands, ideally producing goods in China and distributing them globally
• Experience with 3PL & International Shipping: You have experience working with third-party logistics providers and handling international shipments, including air freight.
• Experience with Shopify & Operations Tech: Understanding how to integrate tech systems like Shopify with logistics and supply chain management.
• Strong Analytical & Problem-Solving Skills: You can manage inventory forecasts, cash flow, and logistics with data-driven decision-making.
• Proactive & Resourceful: You have a pronounced Bias for Action, and when faced with an unfamiliar task or project you’re the type of person who can quickly “figure it out.”
• Strong Fluent Verbal & Written English (C2 or Fluent): You’ll engage with our internal team and external vendors/clients/media in English on a daily basis. C2/Fluent, confident English is required.

Strongly Preferred (Who You Maybe Are)

While not required, it’s *strongly* preferred if you have:
• Customer Experience Management: You’ve managed customer experience teams or processes in the past.
• Management Experience: you’ve managed others before, either internally (teammates) and/or externally (agencies/freelancers)
• Experience Leading/Owning Initiatives: you have experience, and are comfortable, “owning” projects and initiatives with a high degree of autonomy
• Experience in Footwear or Apparel eCommerce: Familiarity with our product vertical is a big plus.
• Experience with Scaling Operations: You’ve helped eCommerce businesses scale operations, especially in a high-growth, startup environment.

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