Customer Head of Operations (Logistics/Warehousing)

About this position

The ideal candidate is an operational generalist with experience in logistics or fulfillment, comfortable in both fast-paced execution and client-facing strategy. You’re detail-oriented, proactive, and confident navigating between internal stakeholders and external partners.

Role Accountability & Functions

• Own operational success and exceptional service for assigned brand accounts.
• Act as primary internal and external escalation point.
• Drive improvement in client KPIs (CalmScore™) supporting their growth.
• Translate client goals into operational strategies and execution plans.
• Lead recurring client meetings and reviews (L10s).
• Guide newly onboarded clients and maintain/ update documentation and SOPs.
• Collaborate cross-functionally and cross-departmentally to resolve operational breakdowns, manage exceptions, and align internal teams.

Essential Duties & Responsibilities

• Lead client meetings and performance calls (L10 meetings, daily check-ins, QBRs) to align on operational priorities and share updates.
• Cook up, manage, and resolve exceptions, errors, claims, tickets, and project escalations, coordinating cross-functional solutions.
• Monitor and triage inbound communications (inboxes, Slack channels, CRM), ensuring timely responses and accurate routing.
• Log, track, and escalate client issues through QuickCalm™ and RightCalm™, maintaining clear records and follow-ups.
• Complete operational tasks as needed, including order adjustments, returns entries, tagging, and special project coordination.
• Prepare and deliver recurring client-facing reports and operational performance snapshots.
• Translate client goals into executable operational plans, leveraging ShipCalm’s technology and service capabilities.
• Document and maintain client-specific workflows, SOPs, and operational requirements; contribute to shared knowledge resources.
• Support Account Support team members through knowledge sharing, coaching, and reinforcing best practices.
• Aid in onboarding new accounts, including data gathering, system setup, and process training to ensure long-term fit.
• Collaborate closely with Warehouse Ops, Tech, and other internal teams to close service gaps and support seamless execution.
• Communicate proactively with clients on shipping errors, job/assembly orders, project updates, and operational changes.
• Maintain strong working knowledge of ShipCalm systems, best practices, and service offerings to guide clients effectively.
• Participate in internal team syncs, cadence meetings, and company initiatives; support continuous improvement efforts and shared housekeeping.

Salary Information

HOURLY RATE | $20.00 to $25.00/hour, depending on experience.

Requirements

• Experience: 4+ years in logistics, fulfillment, supply chain, or DTC operations/account management. Hands-on warehouse operations experience preferred.
• Customer Management: Proven ability to manage external client relationships while coordinating internally across cross-functional teams.
• Education: High school diploma or equivalent required; bachelor’s degree in supply chain, logistics, business, or related field preferred.
• Analytical Thinking: Strong comfort with dashboards, KPIs, and operational reporting to inform decisions and drive improvements.
• Communication: Clear, empathetic communicator across Slack, email, Zoom, and in-person. Able to simplify complexity, guide tough conversations, and align stakeholders.
• Execution & Prioritization: Skilled in managing multiple accounts, timelines, and shifting priorities in fast-paced environments.
• Operational & Technical Fluency: Familiarity with WMS/OMS systems, EDI, Shopify, ERP, and e-commerce tools. Proficient in Google Workspace, Slack, and project tools like ClickUp.
• Leadership & Collaboration: Demonstrated success leading cross-functional initiatives or projects with measurable results.
• Problem Solving: High attention to detail with a proactive mindset and strong ownership in resolving issues.

Physical, Mental, and Environmental Demands

• Working in a seated or standing position up to and exceeding eight (8) hours per day.
• Lifting and carrying up to 25 pounds.
• Bending, leaning, kneeling, squatting, and/or twisting to grasp and move items.
• Using a calculator, mouse, and keyboard and viewing computer screens.
• Using a telephone or virtual telephone via PC.
• Using a web camera daily.

Schedule and Location

• Schedule: This is a full-time position scheduled to work Monday-Friday from 8am to 4:30pm Eastern. Subject to change by business demands.
• Location: This position is located at 8377 E Camby Road #194, Plainfield, IN 46168.
• This position is not eligible for remote work.

Compensation

• Medical, Dental, Vision, 401(k), Life, Accident, EAP, PTO, Holidays, Sick Time