Senior Director, Customer Experience & Logistics
About The Position
Great Minds is a high-growth, mission-driven organization founded by educators in 2007. As a for-profit, Public Benefit Corporation, we believe all students deserve access to meaningful, challenging content—and all teachers deserve tools that are intuitive, effective, and built for the realities of today’s classrooms. We develop high-quality, knowledge-rich math, science and ELA curricula grounded in research and designed in collaboration with educators. Our materials reflect real classroom needs and are built to drive lasting student outcomes. We are committed to usability, coherence, and practical implementation—supporting teachers not just through curriculum, but with professional learning, purposeful technology, and responsive service that enable strong adoption and impact. Our products—Eureka Math and Eureka Math², Wit & Wisdom, PhD Science, Geodes, and the newly launched Arts & Letters ELA—are trusted by thousands of schools and districts nationwide. Eureka Math is the most widely used math curriculum in the U.S., and is focused on balancing conceptual understanding, procedural fluency, and application. Wit & Wisdom® and Arts & Letters ELA™ anchor our reading strategy with content-rich, grade-level instruction that integrates literature, history, and the arts, grounded in the science of reading. Geodes® complements our reading suite with decodable texts that pair phonics with meaningful content to support early literacy. PhD Science is a hands-on K-5 Science program that sparks curiosity as students build enduring knowledge of how the scientific world works. These programs reflect a shared belief in high expectations, joyful rigor, and deep respect for educators and students. Great Minds is entering a new stage of growth and product maturity. We are focused on building more connected, customer-informed experiences across the full educator journey—from curriculum to professional learning to platform and support. Our long-term vision is to become a true partner in impact—not just delivering curriculum, but supporting educators in achieving outcomes at scale. Reporting to the Chief Business Operations Officer and working closely with all Operations teams and Finance, Sales, Product Management, and the supply chain external vendors, the Senior Director, Customer Experience and Logistics will play a key leadership role that integrates Great Minds' customer support operations with its end-to-end supply chain and logistics functions. This role will be responsible for ensuring a cohesive, responsive, and efficient experience across the customer journey—from inbound inquiries to product delivery—by aligning warehouse operations, fulfillment strategies, and customer support service models. This leader will oversee all aspects of customer support and logistics strategy, with an emphasis on operational excellence, cross-functional collaboration, and innovative technology solutions such as AI agents to improve support responsiveness and efficiency.
Requirements
- 10 years of experience in logistics, supply chain, or customer operations, including leadership of cross-functional teams
- 5+ years of management experience
- Experience implementing AI, automation, or technology-based solutions in customer service settings
- Demonstrated success managing external vendors, including conducting business reviews, negotiating contracts, and ensuring operational alignment
- Strong leadership skills with the ability to manage through complexity and change
- Excellent analytical, negotiation, and communication skills
Responsibilities
- Lead warehouse operations, logistics planning, and inventory management across all fulfillment centers.
- Develop supply chain strategies and implement tools and systems that improve forecasting, inventory turnover, service levels, and cost efficiency.
- Align logistics planning with product launch schedules and sales cycles to ensure timely product availability and fulfillment.
- Oversee route-to-market strategy and warehouse footprint optimization initiatives.
- Serve as the primary relationship manager for third-party logistics and warehouse vendors.
- Conduct regular business reviews and maintain an active on-site presence to evaluate performance and operational alignment.
- Lead all contractual negotiations with external partners, ensuring that service level agreements (SLAs), quality standards, and cost targets are met or exceeded.
- Monitor vendor KPIs and drive accountability for continuous improvement in financial and operational performance.
- Provide strategic oversight of the Customer Support Team (CST), ensuring exceptional service across all customer touchpoints.
- Prioritize and manage inbound support requests, with a focus on resolving issues related to logistics (e.g., shipping delays, damaged or missing materials).
- Champion the implementation of AI tools to enhance support capabilities, improve efficiency, and reduce response times.
- Monitor service metrics and drive continuous improvement based on customer feedback and data analysis.
- Guide and support the development and deployment of AI agents for customer support automation.
- Evaluate and iterate on AI use cases that streamline service delivery and reduce repetitive tasks.
- Provide direction and support to customer experience and logistics teams, setting clear goals and expectations.
- Foster a collaborative, customer-focused culture centered on accountability and performance.
- Serve as a key liaison between internal stakeholders and operational teams to ensure alignment across business units
- Develop and manage budgets for logistics operations and customer support services.
- Partner with Finance to track spending, forecasts, and ROI for strategic initiatives.
- Establish performance targets and KPIs to measure cost-effectiveness and service quality.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
