Head of Operations

AptDeco•Remote or New York,

3h•Onsite

About The Position

At AptDeco, we are building a best-in-class resale marketplace combined with a truly one-of-a-kind logistics platform. Our goal is to set a new operational standard for the hardest delivery category: bulky, unpackaged, high value items. We’re providing tech-enabled, affordable white glove pick up and delivery and need you to take this to the next level. Furniture is our starting point but the platform is built for the full universe of oversized, fragile, and high-value goods: furniture, appliances, fitness equipment, and beyond. What makes AptDeco unique is our logistics model. Unlike traditional networks built around warehousing and bulk freight, we operate a hybrid system, running our own in-house delivery teams alongside a network of independent carriers and third-party logistics partners. Every job is a single-item pickup and delivery, coordinated in real time using cutting-edge scheduling and routing algorithms. We pick up and deliver thousands of items every month across multiple markets, and doing that well consistently, efficiently at scale is the operational opportunity at the heart of this role. As we grow and expand to new markets, it's critical that we build a strong, scalable operations foundation. One that delivers a consistent exceptional service for every customer, every time, regardless of what they're moving or who's executing the job. AptDeco is seeking a results-driven, process-oriented, and tech-forward Head of Operations to own and continuously improve every dimension of our operations. This role reports directly to the CEO and Co-Founders. This is a rare opportunity to join a high-growth startup and shape the operational backbone of a category-defining company. If you're energized by the complexity of last-mile logistics for bulky goods, and the idea of building something truly revolutionary we'd love to talk.

Requirements

8+ years of senior operations leadership experience, ideally in last-mile logistics, marketplace operations, and/or high-growth startup environments
Hands-on experience managing a hybrid logistics model, including both in-house delivery teams and a network of independent carriers or third-party logistics providers
Deep familiarity with the operational and financial dynamics of last-mile delivery for bulky, unpackaged, or high-care goods e.g furniture, appliances, fitness equipment, or similar categories and a genuine passion for solving the hard problems that come with it
Experience owning or closely partnering on customer experience operations, with a track record of measurably improving customer satisfaction across a distributed network
Comfort with and enthusiasm for new technologies, including AI tools, and a demonstrated ability to apply them to real operational challenges
Strong leadership skills with the ability to build, align, and inspire high-performing, cross-functional teams across logistics, customer experience, and operations
An advanced understanding of data analysis, operational metrics, financials, and process improvement
A proven track record of scaling operations, driving efficiencies, and delivering strong, consistent customer experience across multiple markets
The ability to prioritize, project manage, and execute on multiple high-impact initiatives simultaneously
Strong communication skills across all levels of the organization

Responsibilities

Create, own, and execute Operations OKRs, KPIs, vision, and goals across the full scope of the company's operations
Develop short and long-term operations strategies that support AptDeco's growth, market expansion, and customer experience goals
Partner with the Leadership Team to ensure operational priorities are tightly aligned to company-wide strategy
Report, analyze, and communicate operations data and financials to the Leadership Team and broader organization
Ensure the Operations Team is in compliance with all government regulations and statutes across all operating markets.
Own all aspects of operations across the company including in-house delivery teams, our independent carrier network, vendor relationships, customer experience, and cross-functional operational workflows
Manage the balance between in-house capacity and third-party carrier coverage, making smart build-vs-partner decisions as we enter new markets and new product categories
Set and enforce performance standards across both in-house and outsourced delivery operations, ensuring a consistent, high-quality customer experience regardless of who is executing the job or what type of item is being moved
Ensure seamless coordination between logistics operations and customer experience teams, so every touchpoint, from pickup to delivery to post-delivery support, reflects AptDeco's standard of excellence
Develop and enforce standard operating procedures and best practices across all operating markets
Develop and maintain relationships with vendors, carriers, and logistics partners; review contracts and negotiate terms
Champion the use of new technologies, including AI and automation tools, to drive operational efficiency, reduce costs, and elevate the customer experience
Identify and implement automation opportunities across logistics workflows, scheduling, routing, carrier dispatch, customer communications, and team operations
Work closely with our engineering and product teams to shape the tools and algorithms that power our logistics network
Stay ahead of emerging technologies and industry trends relevant to last-mile logistics, bulky goods handling, and marketplace operations, and bring the best ideas back into the business
Create strong feedback loops across the Operations Team to surface what's working and what isn't, and act on it quickly
Proactively identify opportunities to improve performance while reducing costs and financial risk across the network
Develop and manage scalable processes and workflows that deliver consistent, timely, and accurate job execution across multiple markets with varying volumes, item types, and complexities
Assess and build standard operating procedures and best practices for performance monitoring in order to optimize job quality, cost, and speed with a relentless focus on the customer experience
Provide inspirational, grounded leadership to all direct reports ensuring individuals feel heard, understand their impact, and are connected to the broader operations mission
Lead, hire, develop, and mentor a high-performing team across in-house logistics, carrier operations, customer experience, and broader operations functions at all levels
Build a best-in-class employee experience, including hiring, learning & development, engagement, and retention