DTC Operations Manager

Acne Studios•New York, NY

4d•Onsite

About The Position

Acne Studios is a progressive luxury house seeking an experienced, proactive, and detail-oriented DTC Operations Manager to lead operations for Acne Studios' North America business, spanning Retail, Outlet, and Digital channels. This role is critical in setting the standard for operational excellence across all three channels — driving the implementation of tools, systems, and policies that improve process efficiency and maintain compliance across the region. Reporting to President of North America, you will work closely and cross-functionally with key stakeholders in the North America Commercial team, as well as the global Operations & Client Experience function at HQ in Stockholm. Your role will be instrumental in delivering operational excellence and a seamless client experience across Retail, Outlet, and Digital in North America. We firmly believe that when you feel supported, included, and trusted, it enables you to enjoy your work and thrive in it. You will be a part of a team of colleagues with diverse roles and backgrounds, each with their unique skills and experiences.

Requirements

Bachelor's degree or higher in Business, Operations, or a related field
6-8 years of direct experience in retail, consumer goods, or luxury/fashion operations, ideally spanning both full-price retail and outlet channels, including people management experience
Direct experience with omnichannel fulfillment models (ship-from-store, BOPIS, returns-anywhere) strongly preferred
Experience with retail POS and inventory management systems required
Proven track record in process optimization, compliance, and people management — including direct experience managing or mentoring a team
Strong analytical and problem-solving skills with close attention to detail; comfortable owning and reporting on operational KPIs (fulfillment SLAs, inventory accuracy, returns rate)
Comfortable operating across Retail, Outlet, and Digital/ecommerce operations simultaneously
Excellent communication skills in English (written and verbal); ability to collaborate effectively with global stakeholders across time zones (Stockholm HQ, other regional teams)
High integrity, professionalism, and the ability to thrive in a fast-paced, multi-channel environment
Hands-on and eager to step in on execution when needed

Nice To Haves

familiarity with Teamwork CHQ specifically is a strong plus, along with experience integrating POS/inventory systems with an OMS or ecommerce platform

Responsibilities

Oversee daily operations across Retail and Outlet stores, ensuring timely and accurate handling of orders, inventory, packaging, and claims
Serve as the North America lead for Teamwork CHQ, our POS and inventory management system — driving best-practice execution, troubleshooting, and training across store teams
Partner closely with Retail and Outlet store teams to understand day-to-day operational challenges and represent those needs within the broader North America and Global framework
Support new stores openings and pop-ups, ad-hoc operational projects and initiatives as needed
Own end-to-end digital order operations, including order management, fulfillment accuracy, and timely resolution of digital order issues and escalations
Lead omnichannel fulfillment execution across the region — including ship-from-store, buy-online-pickup-in-store (BOPIS), and returns-anywhere programs — ensuring seamless handoffs between digital and store inventory
Manage the integration and data flow between Teamwork CHQ and the ecommerce/OMS platform, ensuring accurate real-time inventory visibility across channels
Own digital operations KPIs, including order accuracy, fulfillment SLAs, delivery timelines, inventory accuracy across channels, and returns/exchange rates
Partner with Client Services and Customer Care teams to ensure digital order issues, returns, and claims are resolved in line with the brand's service standards
Collaborate with HQ's Digital, IT, and Business Development teams on platform updates, new tool rollouts, and process improvements affecting the North America digital business
Monitor and report on digital operational performance, identifying root causes of recurring issues (stockouts, mis-shipments, fulfillment delays) and driving corrective action
Lead and directly manage a team, supporting their development and ensuring coverage across Retail, Outlet, and Digital operations
Oversee reporting, planning, and auditing for the North America DTC business
Proactively identify and recommend improvements to operational efficiency across Retail, Outlet, and Digital, with a strong focus on systems, process, and compliance
Develop and implement North America-specific SOPs in alignment with global operational standards set by HQ
Lead regional projects and initiatives in partnership with North America Commercial leadership and HQ stakeholders
Participate in the rollout and testing of new tools and platforms across the region, including any Teamwork CHQ updates or integrations