Senior Director, Operations

Who You Are

• You're a builder at heart.
• You see operational challenges as opportunities to create something better. You enjoy rolling up your sleeves, solving complex problems, and bringing order to ambiguity.
• You care deeply about the details and understand the art of hospitality.
• You balance innovation with practicality, urgency with thoughtfulness, and high standards with humility.
• You're excited by the opportunity to build something enduring.

What You'll Do

• Transition Our Fulfillment Network
• Lead the transition from a 3PL model to an in-house fulfillment operation, overseeing facility selection, warehouse design, systems implementation, staffing, and launch execution.
• Create scalable operational infrastructure that supports long-term growth while preserving the quality and care our customers expect.
• Establish warehouse workflows, standard operating procedures, inventory controls, and safety programs that drive consistency and efficiency.
• Lead Fulfillment & Logistics Operations
• Own day-to-day warehouse and fulfillment operations, ensuring orders are received, picked, packed, customized, and shipped accurately and on time.
• Develop and manage a best-in-class value-added services program, including embroidery, gift wrapping, and other customer experience enhancements that elevate our brand.
• Oversee inventory movement, receiving, storage, fulfillment, and outbound distribution activities.
• Manage inbound freight and logistics partnerships, ensuring timely receipt of goods while continuously identifying opportunities for cost savings and efficiency.
• Develop outbound carrier and shipping strategies that balance speed, service, and economics.
• Build strong relationships with external partners, monitoring performance against service level expectations and negotiating agreements that support business objectives.
• Build & Develop an Exceptional Team
• Recruit, develop, and inspire a high-performing warehouse and operations organization.
• Foster a collaborative, inclusive culture grounded in accountability, continuous improvement, and shared success.
• Establish clear goals, performance expectations, and development pathways for team members.
• Drive Operational Excellence
• Develop KPIs and reporting frameworks that provide visibility into operational performance and inform decision-making.
• Identify opportunities to improve productivity, quality, service levels, and cost efficiency.
• Partner cross-functionally with Planning, Merchandising, Customer Experience, Finance, and Technology teams to ensure operational priorities align with broader business goals.
• Ensure compliance with all applicable health, safety, regulatory, and legal requirements.

What You'll Bring

• 10+ years of progressive operations experience, including direct ownership of fulfillment and warehouse operations
• Demonstrated experience building and leading warehouse teams, hiring, developing, and managing at scale
• Proven track record managing a 3PL-to-in-house transition or standing up a fulfillment operation from scratch
• Strong inbound supply chain and freight management knowledge
• Experience designing warehouse layouts, workflows, and SOPs for a DTC or omnichannel operation
• Data-driven approach to operational decision-making with strong KPI development and reporting skills
• Strong project management capability – able to run complex, multi-workstream transitions on time and on budget
• Excellent communication and cross-functional collaboration skills