Director of Operations

Alex and Ani

12d•Remote

About The Position

We’re looking for a hands-on operations leader who thrives in fast-moving, high-growth environments and enjoys building structure within ambiguity. This role is ideal for someone equally comfortable driving strategic initiatives and diving into operational details to solve problems and improve processes. You’ll work across teams and functions to help operations scale thoughtfully and efficiently as the business continues to grow. Alex and Ani is in a significant growth phase and operates with the pace and agility of an early-stage company while maintaining the scale and infrastructure of a more established brand. This isn’t a “manage the managers” job. We’re looking for someone who owns outcomes end-to-end, can move fluidly between tactical execution and big-picture thinking, and naturally identifies opportunities to make systems, workflows, and teams operate more effectively over time.

Requirements

5+ years in operations, including experience within fast-moving or high-growth DTC ecomm, fashion, accessories, lifestyle, and/or jewelry brands.
Broad operational exposure across multiple functions such as CX, fulfillment, process ops, and vendor management.
Experience managing an outsourced or offshore CX team and knowing what good looks like (SLAs, CSAT, response times).
Ability to identify gaps in CX reporting suites and build dashboards.
Experience identifying CX failure points and driving fixes.
Understanding of what it takes to stand up a wholesale channel operationally (systems, vendor portal setups, compliance).
Experience onboarding wholesale accounts.
Understanding of 3PL operations (billing structures, SLA management, project setup).
Experience managing backlog and burndown through high-growth periods.
Understanding of how forecasting, capacity planning, and internal alignment come together for fulfillment.
Understanding of freight economics (shipping options, cost drivers, profitability analysis).
Experience managing operational issue resolution related to shipping exceptions and cost recovery.
Experience building reporting and visibility for logistics issues and opportunities.
Experience building internal reporting infrastructure from scratch.
Experience leading cross-functional operational initiatives.
Ability to figure things out, get them done, and build the process for next time.
Ability to build reporting suites, read numbers, and communicate them clearly.

Nice To Haves

Thrives in fast-moving, high-growth environments.
Enjoys building structure within ambiguity.
Equally comfortable driving strategic initiatives and diving into operational details.
Energized by ambiguity and prefers building processes over inheriting them.
Has worked in environments where priorities shift quickly and teams need to scale thoughtfully.
Takes an undefined problem, creates structure around it, and drives it to resolution.
Comfortable in a spreadsheet, on a vendor call, or in a strategy conversation.
Proactively identifies operational inefficiencies and works iteratively to improve them.

Responsibilities

Improving CX reporting visibility.
Refining wholesale onboarding workflows.
Partnering with a 3PL to resolve fulfillment bottlenecks.
Driving strategic initiatives and diving into operational details to solve problems and improve processes.
Scaling operations thoughtfully and efficiently.
Owning outcomes end-to-end.
Moving fluidly between tactical execution and big-picture thinking.
Identifying opportunities to make systems, workflows, and teams operate more effectively.
Managing an outsourced or offshore CX team and holding an agency accountable.
Building CX dashboards that surface the right signals.
Identifying CX failure points and driving fixes.
Standing up a wholesale channel operationally, including systems, vendor portal setups, and compliance requirements.
Onboarding wholesale accounts.
Creating scalable and repeatable operational infrastructure for wholesale.
Managing 3PL operations, including billing structures, SLA management, and project setup.
Managing backlog and burndown through high-growth periods to prevent fulfillment bottlenecks.
Ensuring forecasting, capacity planning, and internal alignment connect for fulfillment.
Understanding freight economics and reading profitability at the SKU or carrier level.
Managing operational issue resolution related to shipping exceptions and cost recovery workflows.
Building reporting and visibility for logistics issues and opportunities.
Building internal reporting infrastructure from scratch and getting a team to use it.
Leading cross-functional operational initiatives, especially those without clear ownership.