Head of Supply Chain & Operations (USA)

The Role

IM8 is seeking a Head of Supply Chain & Operations — US to oversee end-to-end fulfillment execution and quality control. This role requires treating operations as a brand asset, not a back-office function.

What You'll Do

• Kitting & Fulfillment Operations
• Own the full kitting, pick-and-pack, and order fulfillment lifecycle across multiple SKUs and regions
• Oversee workflows from component receipt through final shipment, ensuring accuracy, timeliness, and inventory integrity
• Design and maintain structured workflows and controls to minimise errors and maximise operational efficiency
• Manufacturing & Supply Coordination
• Work directly with manufacturing partners to ensure products meet IM8's quality, compliance, and specification standards
• Track production schedules, specifications, and deliverables
• Drive continuous improvement with manufacturing partners to lift quality, consistency, and throughput
• 3PL Management & SOP Ownership
• Primary owner of 3PL performance across kitting, fulfillment, returns, and outbound shipping
• Develop, document, and enforce detailed SOPs covering all logistics workflows, including returns and exception handling
• Train and onboard 3PL partners to IM8 standards; create training materials and playbooks
• Hold partners accountable to SLAs and quality benchmarks
• Quality Control & Assurance
• Design and execute inbound and outbound QC protocols across manufacturing, kitting, and fulfillment
• Identify defects, inconsistencies, or process breakdowns quickly and decisively
• Lead root cause analysis and implement preventative, long-term solutions
• Protect brand trust by ensuring only top-quality products reach customers
• Process Improvement & AI Enablement
• Continuously identify operational bottlenecks across logistics workflows
• Apply Lean principles and AI-enabled tools to improve forecasting, inventory accuracy, reporting, and decision-making
• Test and scale automation and AI-driven operational enhancements
• Cross-Functional Leadership & Communication
• Operational liaison between on-site teams, overseas partners, and executive leadership
• Provide daily and weekly reporting on fulfillment accuracy, inventory health, 3PL performance, and exceptions
• Collaborate with Supply Chain, Customer Success, and Asia-based teams across time zones
• Data, Reporting & Accountability
• Build and maintain reporting dashboards covering order accuracy, turnaround times, returns, and defect rates
• Use data to surface risks early, drive prioritisation, and inform leadership decisions
• Ensure 3PL reporting is consistent, transparent, and aligned with internal metrics

What We're Looking For

• End-to-end ownership credentials
• Manufacturing + 3PL + customer-facing experience
• SOP discipline
• ERP fluency
• Data-driven
• AI-native
• Stakeholder communication
• Builder mindset
• Travel

Nice to Have

• Leverage Lean Six Sigma certification or equivalent process improvement training
• Experience scaling operations in high-growth DTC, consumer health, or regulated product environments
• Prior experience with multi-SKU kitting at scale (subscription model preferred)

Want to Stand Out?

To advance, your thinking needs to be better than what the best AI produces. Shortlisted candidates complete a role-specific assignment, scored against a baseline we generate using Claude — same data, blind review. Head to our GitHub repo and submit your Beat Claude challenge: https://github.com/Prenetics/beat-claude