Director, Operations and Member Services

First Book•Washington, DC

9d•Hybrid

About The Position

The Director, Operations & Member Services plays a key role in ensuring the First Book Marketplace delivers a best‑in‑class online experience for our network of 600,000+ educators and program leaders serving children in need. The position leads the Operations and Member Services teams and manages critical external supply chain partnerships to support strong operational performance and consistently excellent member experience. This role oversees the full movement of incoming and outgoing inventory across multiple warehouses, drives process improvements that streamline operations, and ensures reliable, high‑quality service delivery. The Director is responsible for the daily, weekly, and monthly operational rhythms that support performance management and the successful execution of projects that enhance the member journey. Success in this role requires strong cross‑functional communication, close collaboration with the Information Technology team, and the ability to advance the organization’s shift toward data‑driven decision‑making. We are seeking a business‑focused leader with strong analytical, communication, and managerial skills, proven cross‑functional experience, and supply chain expertise to help drive sustainable revenue growth through improved member experiences.

Requirements

Bachelor’s degree required
Strong understanding of customer experience principles and the operational processes that support a seamless customer journey.
Excellent organizational, communication, and project management skills, with the ability to manage multiple priorities and diverse viewpoints.
High comfort with data and analytics, including the ability to use Salesforce, Magento, Excel, and other data sources to inform decisions.
Ability to quickly learn and master new systems, technologies, and operational tools.
Experience collaborating across departments to design effective solutions and improve processes.
Familiarity with FTP and API data exchanges.
Ability to remain calm, flexible, and solutions oriented in complex or high pressure situations.
Minimum 5 years of experience in operations, inventory management, fulfillment, or related functions, including procurement, receiving, stocking, shipping, billing, and order troubleshooting.
Experience managing internal teams and external operational partners.
Strong understanding of warehouse operations, customer service workflows, and freight logistics.
Intermediate or higher Excel skills, including formulas and functions.
Demonstrated experience developing or improving SOPs based on process analysis and technology enhancements.
Commitment to First Book’s mission and ability to thrive in a dynamic, fast-paced environment.

Nice To Haves

Master’s degree preferred.

Responsibilities

Lead and develop the Operations and Member Services teams, ensuring staff have the tools, training, and support needed to deliver high-quality service.
Oversee warehouse, shipping, freight, and fulfillment partnerships, ensuring strong vendor performance, efficient operations, and a positive member experience.
Manage and improve end-to-end operational processes, including order placement, inventory management, shipping, fulfillment, and quality assurance.
Drive continuous improvement initiatives that increase accuracy, efficiency, scalability, and customer satisfaction across operational workflows.
Partner with IT to enhance operational systems, including automation, reporting, inventory management, and user acceptance testing for Marketplace and system updates.
Strengthen customer experience operations by collaborating with Member Services on escalation management, process improvements, and cross-functional communication.
Oversee operational budgeting and financial processes, including forecasting, invoice reconciliation, and reporting on warehousing, shipping, and fulfillment expenses.
Track and report departmental KPIs, translating organizational goals into measurable team objectives and data-driven recommendations.
Lead hiring, onboarding, coaching, and performance management for Operations and Member Services staff, ensuring clear expectations and professional development.