Head of Account Operations

eko•Bentonville, AR

61d•Onsite

About The Position

As we embark on our next phase of expansion, we are seeking visionary leaders who thrive in dynamic, “figure-it-out-as-we-go” environments and are eager to grow with us. As the Head of Account Operations, you will lead a team responsible for managing post-sale client execution and experience. You will be the strategic and operational owner of the client delivery function, overseeing onboarding, 3PL coordination, asset capture, data accuracy, and daily delivery across all retail and direct-to-consumer partners. This role requires a mix of operational leadership, cross-functional collaboration, and vendor management expertise. You will build scalable systems, define KPIs, mentor a growing team, and drive operational excellence from onboarding through fulfillment.

Requirements

8-12 years of experience in operations, account management, or logistics within eCommerce, retail, or consumer brands
At least 5 years of experience managing 3PL or external logistics partnerships, including performance improvement and service governance
Strong leadership presence with a hands-on, collaborative management style
Proven success leading large teams in high-growth or startup environments with evolving workflows
Strong knowledge of warehouse and transportation management systems and experience with EDI or API data integrations
Demonstrated ability to build scalable systems, dashboards, and reporting tools
Strong analytical, communication, and negotiation skills
A track record of driving cost savings and service-level improvements with 3PL providers
Must be on-site five days per week in Northwest Arkansas. Relocation support is available for strong candidates

Responsibilities

Own the full post-sale client operations function across all retail and direct-to-consumer accounts, ensuring high-quality delivery and service
Oversee third-party logistics partnerships, including contract negotiation, service-level definition, performance management, and escalation
Drive alignment between internal and 3PL workflows for receiving, inventory management, order fulfillment, returns, and reverse logistics
Implement data integrations between internal systems and 3PL warehouse or transportation management platforms to maintain real-time visibility and accuracy
Develop and standardize operational playbooks, workflows, and standard operating procedures for scalable delivery
Define and track KPIs tied to client onboarding speed, fulfillment accuracy, data integrity, and issue resolution
Educate clients on eko’s systems and workflows, ensuring smooth onboarding and long-term adoption
Lead continuous improvement initiatives with 3PL and internal teams to optimize cost, speed, and service
Serve as the senior escalation point for client delivery issues and work cross-functionally to resolve blockers quickly
Partner with Warehouse, Studio, and Product teams to improve quality, throughput, and consistency of delivery
Support commercial efforts by identifying upsell opportunities and participating in quarterly business reviews and renewals