Senior Operations Manager (USA)

About the role

We are looking for a highly skilled and proactive Senior Operations Manager to lead our fulfilment operations across the United States. This is a critical role responsible for delivering an excellent customer experience, retail service performance and cost efficiency as we continue to scale rapidly in Wild's fastest-growing market. You will own operational performance across DTC, Amazon and major US Retailers (Walmart & Target) and act as the senior partner to our US 3PL and logistics network.

Responsibilities

• Operational excellence
• Manage US end-to-end fulfilment and logistics execution across DTC, Amazon and Retail channels
• Deliver consistently strong performance across OTIF, dispatch SLAs, carrier delivery and inventory accuracy (DTC), and ensure timely execution of display builds / pipefills, reduce chargebacks and improve on-shelf availability metrics (Retail)
• Execute regional customer experience strategy and implement systemic improvements to drive customer delight
• Set performance standards and engage in regular business reviews with the Ops team and 3PL partners
• Relationship management
• Run structured SLA reviews and QBRs, hold partners accountable to performance expectations and contractual commitments
• Drive a continuous improvement culture across partners, set clear KPIs and action plans
• Primary escalation point and strategic relationship owner with US suppliers/logistics partners
• Commercial and P&L ownership
• Management of US fulfilment KPIs across the P&L and balance sheet
• Support negotiations with logistics partners
• Identify and execute against key margin improvement opportunities across the value chain
• Continuous process improvement
• Work closely with the wider operations team to build scalable operational processes, automation and efficiency
• Implement tooling upgrades enhancing performance visibility and decision-making
• Drive operational simplification to enable rapid US growth - key is to reduce reliance on manual processes and build scale with a lean team
• Strategic projects and launch leadership
• Drive major cross-functional projects (new retailer expansion, new channels, retail pipefill / display moments) and ensure strong launch execution and service performance
• Coordinate the local US rollout of global strategic initiatives, and manage dependencies across Supply Chain, Retail, Tech, Finance and CX
• Supply chain coordination
• Work closely with global supply planning teams to minimise out-of-stocks and ensure good stock availability and inventory health
• Ensure replenishment planning meets demand across all sales channels
• Support procurement efforts in line with the global procurement strategy
• Work with the global quality team to manage product quality and production process issues with US suppliers
• Team leadership
• Lead and develop a high-performing US Ops team (Ops Manager, Ops Exec)
• Build a high-performance team culture grounded in continuous improvement, proactive problem solving and commercial awareness
• Support organisational growth through hiring, coaching and capability building
• Set clear accountability, coaching and development plans