Director, Operations
About The Position
Every month, hundreds of thousands of customers use our site and app to ship books from our fulfillment centers to doorsteps across the country, and we are seeking a Director of Operations to own that entire journey. From the moment a member clicks Ship to the moment the box arrives at their door, this person is responsible for the systems, processes, and vendor relationships that deliver a great experience at scale. This is an ideal role for someone obsessed with e-commerce and operations, who loves the intersection of software and real-world processes, and who wants to learn how to run an e-commerce company with real scale without the bureaucracy of a corporate behemoth.
Requirements
- Bachelor's degree required; a technical discipline such as engineering is a plus.
- 8+ years of relevant experience in operations and/or supply chain in an e-commerce capacity is ideal, but other strong operations skill sets are also valued.
- Direct experience working with order management systems and/or fulfillment systems.
- Experience working closely with engineering teams, with the ability to spec requirements and think like an engineer.
- Strong analytics/BI experience; creating dashboards and spreadsheets required to monitor, track, and resolve issues throughout a system.
- A member-first mindset: the ability to connect operational decisions to what the customer wants and needs, not just pure-play operations.
- Financial fluency, including strong Excel skills and comfort with simple modeling.
- Driven, tenacious, and pragmatic, with a deep commitment to operational excellence.
- Strong interest in books and fiction will make you love this job even more.
Responsibilities
- Own all processes and logic that determine how an order is handled in our in-house Order Management System (OMS).
- Work closely with product and engineering to spec system needs, then build, QA, and release improvements to the OMS.
- Work closely with our Member Experience and Retention team to understand customer expectations and help translate them into operational realities.
- Build and maintain a BI/Analytics system for tracking, monitoring, and discovering orders with issues or unintended outcomes.
- Partner with our product operations team to resolve order issues proactively on behalf of the member.
- Own the fulfillment journey from the moment an order is received at one of our two fulfillment centers until the box arrives at the member's door.
- Work closely with our in-house 3PL and our third-party West Coast 3PL to route packages to the right facility.
- Ensure processes are in place to meet our SLAs, monitor facility value and costs, and partner with facility general managers to fulfill efficiently and continuously reduce costs.
- Own our carrier relationships: negotiate rates across our carrier network and monitor delivery quality, timing, and accuracy.
- Own sourcing and procurement for all non-book items, primarily our packaging and free gift program.
- Partner with demand planning to produce accurate inventory forecasts.
- Continuously evaluate vendors and partnerships to ensure the best combination of quality and cost.
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What This Job Offers
Job Type
Full-time
Career Level
Director
