E-Commerce Director
Job Description
We are seeking an E-Commerce Director to build and lead the operating backbone of our direct-to-consumer (DTC) business. This role is responsible for translating commercial strategy into disciplined, high-quality execution across forecasting, inventory, fulfillment, customer experience, reporting, and cross-functional coordination.
Tasks, Duties, & General Responsibilities
Forecasting, Inventory & Supply Coordination - Own DTC demand planning in partnership with finance, supply chain, and product teams. Align inventory allocation across launches, ongoing sales, and broader business constraints. Monitor in-stock risk, replenishment timelines, and 3PL inventory positioning. Build tools and processes to improve forecast accuracy and reduce stockouts and excess.
Fulfillment & 3PL Management - Own day-to-day relationship with 3PL and key operational partners. Manage fulfillment performance across order processing, shipping, delivery timing, damages, and returns. Define and continuously improve SOPs for frozen fulfillment, packaging, inserts, and issue resolution. Monitor and optimize shipping and fulfillment costs. Ensure operational readiness for product launches, promotions, and demand spikes.
Customer Experience Operations - Partner with customer service teams to identify and resolve recurring issues. Track support ticket trends, refund/replacement drivers, and customer feedback signals. Translate customer pain points into operational improvements across packaging, shipping, product pages, FAQs, and communications. Ensure the end-to-end customer experience aligns with the brand promise.
Analytics & Reporting - Own daily and weekly operational reporting across orders, fulfillment, inventory, customer issues, and margin drivers. Build dashboards and scorecards for leadership visibility and decision-making. Analyze order-level economics including shipping, packaging, discounts, fees, and refunds. Lead root-cause analysis and corrective action planning when performance falls short.
Process & Program Management - Serve as the connective tissue across marketing, finance, supply chain, product, legal, and external partners. Lead weekly operating meetings, launch readiness reviews, and action tracking. Improve workflows, decision-making frameworks, and accountability across teams. Support implementation and optimization of key tools (Shopify, Klaviyo, CX platforms, subscriptions, analytics stack).
Qualifications
Bachelor’s degree in a related field required
7+ years of experience in e-commerce operations, DTC operations, supply chain, or business operations
Strong analytical skills with proficiency in spreadsheets, reporting, and operational metrics
Experience managing 3PLs and end-to-end fulfillment operations
Experience in Shopify or similar DTC platforms preferred
Background in food, beverage, CPG, or temperature-sensitive fulfillment strongly preferred
Demonstrated ability to build structure and drive execution in fast-paced, ambiguous environments
Demonstrated ability to influence through storytelling, communications, and stakeholder engagement
Strong project management and cross-functional collaboration skills in a fast-paced environment
High emotional intelligence, sound judgment, and a deep commitment to purpose-driven work
Data-driven decision making
Work Environment
In office, five days a week, at headquarters in El Segundo, CA
Key Outcomes (First 6-12 Months)
Establish a consistent weekly operating cadence across inventory, fulfillment, customer experience, and reporting
Improve forecast accuracy and alignment across launches, promotions, and supply constraints
Strengthen 3PL management, SOPs, and cost control
Reduce order defects, shipment issues, refunds, and customer complaints
Build clear, actionable reporting on business performance and operational drivers
Improve contribution margin through operational discipline and optimization
Develop scalable processes for launches, bundles, and new product categories
Pay
The starting annual base pay for this role is between USD $170,000 and $190,000. The actual base is dependent upon many factors, such as training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. The role may also be eligible for bonus and benefits.