Director, Logistics & Customer Service

Little Sleepies

11d•Remote

About The Position

This role guides managing our 3PL partnership, inbound logistics, outbound fulfillment, customer support, and related systems and processes. The Director, Logistics & Customer Service helps ensure that every product moves smoothly from our vendor through our supply chain, so families receive their orders quickly and reliably. This leader builds thoughtful processes, strengthens communication across teams, and supports our partners, all while keeping our customers at the center. The focus is on ensuring operational speed and accuracy, scalable systems that strengthen Little Sleepies reputation for fast, reliable, and joyful customer experiences, and all within a cost effective framework.

Requirements

8+ years of experience in logistics and supply chain management, or related fields, with at least 3+ years managing 3PLs and similar experience managing the customer support function
Experience developing 3PL strategy, contracting, performance scorecards, and process improvements within a fast-growing e-commerce or consumer brand
Proven track record of driving inbound freight cost reductions, transportation optimization, and logistics-related savings and outbound e-commerce fulfillment
Demonstrated ability to build efficient processes in a fast-growing consumer brand or e-commerce environment
Strong analytical skills with experience building transportation cost models, performance dashboards, and KPI frameworks
Experience implementing and ability to evaluate technology solutions—WMS, OMS, automation tools, AI customer support systems—to improve speed, accuracy, and cost efficiency
Ability to balance strategic thinking with hands-on problem solving
Comfortable working in a fast-paced, growth-oriented environment

Responsibilities

Own all daily operations across 3PL management, inbound logistics, outbound fulfillment, and customer support
Develop strategy and manage relationships, contract negotiations, KPIs, and accountability with third-party logistics partners, ensuring SLA adherence, accurate inventory management, and efficient order processing
Optimize inbound freight strategy to reduce costs and transit times from factories to 3PL, including scheduling, enhanced tracking, customs coordination, and proactive issue resolution
Lead outbound order flow and fulfillment planning, aligning with marketing calendars, inventory constraints, and volume forecasts
Partner with Supply Chain and Planning teams to ensure accurate inventory availability and readiness for product launches
Oversee customer support strategy, quality, staffing levels, and drive improvements to response time, CSAT, and first-contact resolution while maintaining a warm, empathetic, family-focused brand tone
Provide timely updates / escalation on potential product quality issues to Product Integrity / COO, including supporting data. Ongoing support on data and customer management whilst managing any customer incidents. Ongoing reporting of customer feedback on manufacturing defects including monthly quality reporting
Partner with Technology teams to implement tools such as AI chat assistants, workflow automation, ticket triage routing, and predictive analytics for demand-driven staffing
Build and standardize and scalable operational processes that reduce cost, error rate, and manual touchpoints to support company growth
Develop dashboards and analytics to track cost savings, operational efficiency, customer metrics, and 3PL performance while regularly reporting insights and performance risks to leadership
Lead cross-functional root-cause analysis when failures occur, ensuring sustainable corrective actions and stronger preventative systems
Partner cross-functionally with Product, Finance, Technology, and Marketing to support company initiatives
Manage operational budgets with a focus on identifying savings opportunities and eliminating inefficiencies across logistics, fulfillment, and customer support operations
Ensure compliance with regulatory, safety, and documentation requirements across logistics and fulfillment
Manage Duty Drawback process when applicable