Director of Operations

About the role

Know your farmer. Know your food. Since 2015, Crowd Cow has sourced meat and seafood from independent farms and fisheries, shipped directly to consumers nationally. Fulfilled by Crowd Cow runs full-stack DTC services for perishable brands: procurement, inventory management and forecasting, fulfillment, marketplace and customer care. We operate a brand's e-commerce business end to end, so its founders can scale the brand, and we get them in stock nationally in 30 days or faster. We rebuilt Crowd Cow entirely AI-native this year and are scaling the DTC services multi-fold over the next year. We are building and scaling like a startup, backed by over a decade and millions of orders of cold-chain expertise. As Director of Operations, you'll set the strategy for everything that happens after an order is placed: our fulfillment centers, our transportation network, customer care, and the performance of every 3PL brand we fulfill. Our National Fulfillment Manager and Customer Care Manager report to you and run daily operations. Your job is to set the goals, pick the projects, and bring in the automation, technology and tools that move the numbers. You'll report directly to our COO and partner with our CEO and CTO on critical projects. You'll be measured on four things: productivity and cost out, on-time performance and transit speed, customer satisfaction, and successful launch of fulfillment service customers.

Responsibilities

• Set the direction and build the systems that keep perishable orders cold, on time and on budget, while your managers run the day to day.
• Set the productivity roadmap. Set targets for units per labor hour and cost per order, then deliver the projects that hit them.
• Bring in best-in-class tech. Lead automation, WMS/TMS and AI tool rollouts with our CTO, and prove the return.
• Design the transportation network. Own carrier strategy, rates and routing to cut transit days and cost per package.
• Lead through your managers. Set goals for the Fulfillment Center and Customer Care Managers, and drive response time, close time and CSAT.
• Deliver for 3PL brands. Own SLAs, business reviews and escalations to keep accuracy high and brands retained.
• Make launches repeatable. Own the playbook that takes every new brand live in 30 days or faster.

Requirements

• 10+ years in fulfillment or logistics, including 5+ leading managers.
• Set productivity and cost goals and hit them.
• Led automation or tech projects from business case to payback.
• Owned a carrier strategy and built optimal transportation networks.
• Led customer experience and care teams.
• Ran programs services external clients and have delivered against SLAs