Senior Manager - Operations

Operations Leader

New York-based lifestyle brand specializing in comfort-driven footwear and an easy-going attitude. Designed for the in-between moments, we deliver everyday luxury with a nostalgic spin on travel and leisure. We're looking for an operationally excellent leader who can build scalable infrastructure while staying hands-on when needed. You'll own the end-to-end operations backbonefulfillment, inventory, customer experience, and vendor relationshipswhile partnering cross-functionally to support strategic growth initiatives. This is a high-impact role for someone who thrives in a lean, fast-moving environment where you'll need to balance strategic planning with tactical execution.

Key Responsibilities

• Cross-Functional Operations Leadership
• Serve as the primary liaison between Product Development, Production Planning, Customer Experience, and eCommerce teams
• Coordinate cross-functional launch timelines: production delivery ? inventory receipt ? site upload ? fulfillment readiness
• Fulfillment & Logistics
• Own the 3PL relationship end-to-end: performance management, SLA accountability, daily issue resolution
• Manage inbound logistics, receiving coordination, and PO uploads
• Lead weekly operational reviews and monthly invoice reconciliation
• Partner with freight forwarders on product splits, routing, and international shipments
• Be willing to roll up your sleeves during peak periods or critical issues (warehouse visits, hands-on problem-solving)
• Ensure 3PL adherence to packaging and quality standards
• Coordinate QC procedures with Product Development team
• Inventory & Planning
• Ensure seamless integration between 3PL and Shopify inventory systems for consistent accuracy
• Own launch management: coordinate inventory uploads, SKU setups, and system readiness for new releases
• Lead monthly inventory reconciliation across all channels (DTC, wholesale, fulfillment centers)
• Coordinate inventory movement, donations, and office stock management
• Partner with Planning to support purchasing decisions and minimize stockouts
• Customer Experience
• Support the operational excellence of our CX team
• Establish KPIs and reporting to track performance and identify opportunities
• Post-Purchase Operations: Own shipping settings, fulfillment speed communications, order tracking experience, and returns/exchanges process
• Lead CX software evaluation and integration: helpdesk platforms, returns management tools, AI chatbots, review platforms, warranty systems

Qualifications

• 57+ years in operations leadership, ideally in DTC fashion, lifestyle, or consumer brands
• Proven experience managing 3PLs, customer service teams, and scaling operations through growth
• Strong analytical skills: demand planning, inventory forecasting, data-driven decision-making
• Systems thinker who can build processes from scratch and optimize existing workflows
• Exceptional organizational skills with high attention to detail and follow-through
• Proficiency in Excel, inventory management systems, and operations tools (Shopify, Gorgias, etc.)
• Comfortable in ambiguity and startup pace; entrepreneurial mindset
• Willingness to travel and work flexible hours during peak periods