Sr. Operations Manager

New York, New York, Remote Operations Posted October 13, 2021
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Title of Job: Senior Operations Manager

Company Description: Digitally-Focused Consumer Brand

Location: Remote for now; 

This role supports the Director of Operations in strategizing, developing and executing the direct to consumer operations strategy and drive operational excellence. The Sr. Operations Manager will ensure the daily execution of all fulfillment processes in collaboration with external vendors and the DTC operations team. This role will also implement and manage scalable direct-to-consumer solutions pertaining to warehousing/order fulfillment and backend 3rd party systems as well as drive operational process changes that increase productivity and cost efficiency.

  • Manage existing D2C vendors and be preliminary point of escalation for day to day issues (warehousing, 3rd party systems, etc.)
  • Develop and recommend strategic process improvement via analysis and oversight of KPIs, SLA and SOPs
  • Oversee potential future vendor selection process to achieve business goals and ensure competitive solutions
  • Establish new short- and long-term operations solutions: identify and implement key strategic initiatives for direct-to-consumer channels
  • Continuously analyze and challenge operational strategies to ensure highest level of customer satisfaction can be achieved while also focusing on cost and efficiency
  • Identify, prioritize, implement and actively support 3rd party systems improvement (backend technology)
  • Execute operations technology projects including development and management of project budget and plans in collaboration with project management
  • Collaborate with frontend, retail and customer service teams to continuously improve the customer experience
  • Key cross-functional relationships with customer service, technology, retail operations, finance and merchandising teams
  • Relationships with existing and prospective vendors
  • High degree of customer orientation and service-oriented mindset
  • Direct-to-consumer affinity and understanding of the digital environment
  • Experience with cross-functional project management and proven track record of successful project outcomes
  • Solid grasp of direct-to-consumer systems architectures
  • Proficiency in operational backend systems (OMS, POS, WMS, Payment, Risk, Fraud etc.) incl. change request and feature development
  • Excellent analytical skills and cost focus
  • Exceptional communication, presentation and negotiation skills
  • Strong vendor management expertise
  • Experience in providing industry benchmarking, cost-benefit analyses and vendor proposal evaluations


  • Education
    • BA in operations management, engineering or similar degree
  • Professional experience
    • 8 years of D2C, operations, logistics or supply chain experience—Omni channel experience a must
  • Specialty Know-how
    • Project management skills
    • Understanding and experience with backend 3rd party ecom/D2C integrations and associated vendors
    • Enterprise architecture skills are a plus (synergy of systems and processes)
  • IT skills
    • Strong MS office excel skills and proficiency in MS office applications
    • Proficiency in OMS, WMS, ERP systems (SAP knowledge beneficial)
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