Director, Global Direct-to-Consumer Operations

SharkNinja•Needham, MA

About The Position

We are seeking a results-driven Director of Global Direct-to-Consumer (DTC) Operations to lead and scale end-to-end DTC operations across markets. This role owns the Order-to-Porch experience, partnering cross-functionally to deliver exceptional consumer service, operational efficiency, and profitable growth through a culture of continuous improvement, automation, and AI-enabled decision-making. The ideal candidate brings deep expertise across DTC fulfillment, order management, last-mile logistics, inventory strategy, and cross-functional leadership, with a demonstrated ability to embed operational excellence and innovation at scale.

Requirements

Proven leadership experience in DTC operations, including order management, fulfillment, last-mile logistics, inventory, and consumer experience.
Demonstrated success embedding continuous improvement methodologies (Lean, Six Sigma, or similar) in complex, fast-moving environments.
Experience applying automation and AI to improve operational performance, decision-making, and scalability.
Strong financial acumen with a track record of managing budgets, optimizing cost-to-serve, and driving sustainable savings.
Data-driven decision-maker with deep experience using KPIs, analytics, experimentation, and insights to drive results.
Collaborative, influential leader with success partnering across Commercial, Technology, Supply Chain, and Finance.
Clear, executive-level communicator able to translate operational and technical insights into business impact.
A hands-on, entrepreneurial mindset—comfortable rolling up your sleeves, leading by example, and building high-performing teams.

Responsibilities

Own and Elevate the Order-to-Porch Consumer Experience
Partner cross-functionally to define and execute global fulfillment and order management strategies that deliver seamless order processing, end-to-end visibility, and reliable last-mile delivery.
Establish, monitor, and continuously improve KPIs (e.g., Order to Porch, Lost-in-transit, cost per unit, consumer satisfaction) using data, experimentation, and automation.
Lead root-cause analysis and continuous improvement initiatives to eliminate friction and variability across the consumer journey.
Optimize Returns & Refunds Through Continuous Improvement
Partner with Reverse Logistics to design and continuously optimize returns and refunds processes to improve speed-to-refund, reduce cost, and enhance consumer trust.
Apply Lean principles, automation, and AI-enabled insights to reduce touchpoints, improve recovery, and prevent avoidable returns.
Own Inventory & Fulfillment Strategy
Ensure optimal in-stock availability of products, parts, and accessories through data-driven inventory planning and replenishment strategies.
Optimize fulfillment network design and inventory placement using advanced analytics and AI to balance speed, cost, and scalability.
Drive continuous improvement with DC Operations and 3PL partners through performance management, process standardization, and technology enablement.
Optimize Parcel Freight & Logistics
Leverage predictive analytics and AI to partner with internal stakeholders for carrier selection, routing decisions, and capacity planning.
Establish a test-and-learn mindset to continuously improve network performance and resilience to deliver against
Drive Technology, Automation & AI Innovation
Partner with Digital Technology and Logistics teams to deploy scalable order management, fulfillment automation, and omnichannel capabilities.
Champion the adoption of AI-driven solutions across forecasting, exception management, fraud prevention, and customer experience.
Standardize processes and embed continuous improvement mechanisms to ensure technology delivers measurable business impact.
Enable Commercial & Promotional Strategy
Collaborate with DTC Commercial and Marketing teams to enable promotions, bundles, and launches that are operationally efficient, scalable, and margin-accretive.
Use scenario modeling and AI-enabled forecasting to ensure operational readiness for peak events and global expansion.