Director of Operations

Crowd Cow•Fort Worth, TX

16h•Onsite

About The Position

As Director of Operations, you'll set the strategy for everything that happens after an order is placed: our fulfillment centers, our transportation network, customer care, and the performance of every 3PL brand we fulfill. Our National Fulfillment Manager and Customer Care Manager report to you and run daily operations. Your job is to set the goals, pick the projects, and bring in the automation, technology and tools that move the numbers. You'll report directly to our COO and partner with our CEO and CTO on critical projects. You'll be measured on four things: productivity and cost out, on-time performance and transit speed, customer satisfaction, and successful launch of fulfillment service customers.

Requirements

10+ years in fulfillment or logistics, including 5+ leading managers.
Set productivity and cost goals and hit them.
Led automation or tech projects from business case to payback.
Owned a carrier strategy and built optimal transportation networks.
Led customer experience and care teams.
Ran programs services external clients and have delivered against SLAs and launched new ones.
Owned and operated a P&L.
Eligible to legally work in the United States.

Nice To Haves

Cold chain, perishables or e-commerce fulfillment.
Lean or Six Sigma.
Warehouse robotics or AI operations tools.

Responsibilities

Set the productivity roadmap. Set targets for units per labor hour and cost per order, then deliver the projects that hit them.
Bring in best-in-class tech. Lead automation, WMS/TMS and AI tool rollouts with our CTO, and prove the return.
Design the transportation network. Own carrier strategy, rates and routing to cut transit days and cost per package.
Lead through your managers. Set goals for the Fulfillment Center and Customer Care Managers, and drive response time, close time and CSAT.
Deliver for 3PL brands. Own SLAs, business reviews and escalations to keep accuracy high and brands retained.
Make launches repeatable. Own the playbook that takes every new brand live in 30 days or faster.