About the Role

Our client is hiring a Director of Operations & Customer Service to build and lead the full

operational engine of our pre-launch luxury direct-to-consumer brand.

You will own the process from product shipment through customer delivery — managing

supply chain, logistics, and luxury level customer service.

This role is ideal for a highly organized, detail-driven operator who can build systems,

manage vendors, and ensure a seamless customer experience. You will work closely with

the CEO / CPO and Production to establish processes that reflect the precision and

standards of a modern luxury/performance brand.

Key Responsibilities

Operations, Fulfillment & Logistics

• Build operational systems (order flow, inventory, returns, 3PL processes) from the

ground up.

• Select and manage 3PL, packaging and logistics partners.

• Oversee daily warehouse operations: receiving, picking, packing, shipping.

• Create SOPs for all operational workflows.

• Optimize shipping costs, delivery timelines, and packaging efficiency.

• Resolve fulfillment exceptions and delivery issues.

• Own / Update / Maintain and enforce the Brand Manual & Production guidelines.

• Ensure labeling, packaging, and compliance standards across all SKUs

Customer Service

• Own all customer service channels and ensure fast, brand-aligned communication.

• Manage inquiries for orders, returns, product questions, and escalations.

• Build scalable systems: templates, tagging, macros, FAQs.

• Identify feedback trends and implement process improvements.• Priority : Oversee return/exchange workflows (reverse logistics).

Data & Reporting

• Track and report KPIs: order accuracy, fulfillment speed, inventory turnover, COGS.

• Analyze sales trends to support planning, pricing, and promotions.

• Provide insights to leadership on operational performance.

Technology & Systems

• Manage Shopify, ERP, 3PL, customer service tools, and accounting integrations.

• Identify and implement new systems as the brand scales.

3PL / Compliance, Quality & Risk

• Ensure supplier compliance and product standards.

• Create contingency plans for supply chain disruptions.

• Oversee warehouse compliance and quality control.

• Oversee product quality standards

Product / Compliance, Quality & Risk

• Establish and enforce product quality control standards.

• Conduct factory, vendor, and product inspections to ensure compliance with

quality specifications and brand standards.

• Identify, track, and resolve product defects through corrective action plans and

continuous quality improvement processes.

• Develop and maintain quality assurance procedures, testing protocols, and SOPs

to reduce inconsistencies and returns.

• Analyze customer returns, defect reports, and production data to improve product

quality and manufacturing performance.

Partner with Supply Chain & Inventory

• Assist with forecast demand and plan buys.

• Assist with maintaining optimal inventory levels and prevent stockouts/overstocks.

• Manage all logistics partners.

Team Leadership

• Hire, mentor, and develop future team members across operations, and customer

service.

• Establish clear performance standards and drive continuous improvement.Y

You Bring

• 8–12+ years of experience in production, operations, or supply chain

(luxury/premium preferred).

• Hands-on experience with Shopify, ERPs, 3PL platforms (ShipBob, Ryder), and

customer service tools (Gorgias, Zendesk).

• Proven ability to build systems and processes in early-stage environments.

• Strong attention to detail, proactive problem-solving, and calm communication

style.