Location: Hybrid in LA
Industry: Fashion
*Ideal experience in fashion, retail, CPG space
About the Role
The Director of Operations will oversee all operational functions across logistics, fulfillment, 3PL management, e-commerce operations, and alternative sales channels. This role is both strategic and hands-on-responsible for building scalable systems, managing external partners, leading cross-functional initiatives, and ensuring flawless execution across drops, launches, and ongoing operations.
You will serve as the connective tissue between Production, Planning, E-Commerce, Customer Service, and external logistics partners, ensuring efficiency, accountability, and operational excellence company-wide.
Key Responsibilities
1. General Operations & Cross-Functional Leadership
- Own operational execution across all sales platforms, including Shopify, Loop, Flip Shop, and TikTok Shop.
- Organize and lead drop preparation meetings, including agenda setting, cross-functional alignment, and follow-up ownership.
- Develop, maintain, and execute contingency plans for supply chain disruptions or operational risks.
- Lead internal operational meetings, including drop day prep and monthly performance reviews; create and present decks with key insights and action items.
2. 3PL & Fulfillment Management
- Own the full relationship and performance management of the 3PL.
- Oversee inbound receiving accuracy, outbound shipping SLAs, and fulfillment timelines.
- Manage customer service escalations related to fulfillment and shipping issues.
- Upload and manage manual orders for wholesale and retail partners.
- Review, approve, and track all 3PL invoices.
- Ensure warehouse supplies (poly-mailers, boxes, etc.) are stocked and reordered as needed.
3. Logistics & Freight Management
- Serve as primary liaison between internal teams and external logistics partners (freight forwarders, ocean carriers, parcel carriers, and 3PL).
- Plan, schedule, and track all international shipments from China to the LA 3PL via air and sea.
- Analyze shipping methods to optimize cost, timing, and volume.
- Schedule inbound delivery appointments with the 3PL.
- Track, log, and reconcile all freight, duty, and landed cost data by PO.
- Oversee import documentation, freight audits, and packing list accuracy (SKUs, quantities, classifications).
- Coordinate closely with Production to align timelines and ensure delivery targets are met.
- Manage all gifting logistics, including tracking, documentation, and internal visibility.
- Provide gifting and bulk shipment trackers to internal teams weekly for upcoming drops.
4. Alternative Sales Channels & Customer Experience
- Oversee the Alternative Sales Channel Manager and Customer Service function.
- Support operational needs across wholesale, retail, and pop-up channels.
- Partner closely with Customer Service to review qualitative and quantitative feedback and implement operational improvements.
- Identify trends, friction points, and opportunities to improve customer experience and operational efficiency.
5. Returns & Reverse Logistics
- Serve as primary owner of the returns platform and relationship.
- Analyze performance and evaluate alternative solutions to ensure best fit for the business.
- Lead troubleshooting and resolution of internal issues with the returns platform.
- Communicate updates, changes, and improvements to internal teams.
6. Compliance, Insurance & Risk Management
- Oversee company-wide insurance policies, ensuring coverage is current and compliant.
- Distribute Certificates of Insurance (COIs) to internal teams and partners as needed.
- Support annual audits in partnership with HR and Finance.
7. SOPs, Process Improvement & Documentation
- Identify inefficiencies, bottlenecks, and risks across operational workflows.
- Revise existing processes to improve speed, accuracy, and scalability.
- Create and maintain SOP documentation for all critical operational processes.
Qualifications
- 7+ years of operations, logistics, or supply chain experience within apparel, retail, or consumer goods.
- Strong understanding of DTC and omnichannel operations.
- Highly organized with exceptional project management skills.
- Data-driven mindset with strong analytical and reporting capabilities.
- Experience managing teams and external partners.
- Comfortable operating in a fast-paced, high-growth environment.
