Head of Guest Services and Wholesale Operations

About the role

The Head of Guest Services and Wholesale Operations owns the entire order-to-delivery experience for Ampersand Brands. This person leads the wholesale guest services and order entry teams, owns the relationship with our third-party logistics partner, and is accountable for all inbound and outbound product flow for Hammond's Candies and Lolli & Pops across wholesale, e-commerce, and store replenishment.

Responsibilities

• Lead and develop the wholesale guest services and order entry teams, setting goals, coaching performance, and hiring as the function scales.
• Own the 3PL relationship end to end: service level agreements, capacity commitments, peak season planning, invoice and claims audit, and quarterly business reviews.
• Own all inbound flow from Hammond's production and outside vendors into the 3PL network, and all outbound flow to wholesale accounts, e-commerce guests, and Lolli & Pops stores.
• Own the guest services and operations scorecard: order accuracy, on-time ship rate, 3PL SLA compliance, partner response times, freight cost per order, and inventory accuracy.
• Serve as the escalation point for the most complex account and fulfillment issues, working cross-functionally with production, sales, merchandising, and finance to resolve them at the root.
• Own the systems and data layer that connect order management to fulfillment, including EDI and integrations across Sage, Shopify, Faire, and MarketTime.
• Partner with sales leadership to define onboarding standards for new wholesale accounts, including lead times, minimums, and ordering cadence.
• Build and maintain the documentation and training that keep teams and the 3PL consistent as volume grows.
• Report weekly to leadership on team performance, fulfillment health, account risk, and growth opportunities.

Requirements

• 7+ years across customer operations, supply chain, or wholesale operations in CPG, food and beverage, or specialty retail, with at least 3 years managing teams.
• Direct experience managing a 3PL relationship, including SLA governance and peak planning; experience leading a warehouse-to-3PL transition is a strong plus.
• A track record of building or scaling a function, with the operating discipline to run it by the numbers afterward.
• Working knowledge of order management and ERP systems (Sage, Shopify, Faire, or MarketTime) and comfort with EDI concepts.
• Strong written and verbal communication, with the judgment to know what to escalate and what to own.
• A service mindset rooted in hospitality: our partners are guests, and every interaction should feel considered and warm.

Qualifications

This role requires a bachelor's degree in business administration, supply chain management, or a related field, or equivalent work experience. A master's degree is preferred.

Skills

• Strategic thinking and operational execution.
• Excellent interpersonal and communication skills.
• Ability to manage multiple priorities and deadlines.
• Experience with ERP systems and EDI.

Benefits

Ampersand Brands offers a comprehensive benefits package including health insurance, retirement plans, paid time off, and more. The company also provides professional development opportunities and a collaborative work environment.

Pay

The Pay Range For This Role Is 100,000 - 120,000 USD per year(Corporate)

Schedule

Full-time position.