The DTC Operations Lead owns day-to-day and strategic execution for direct-to-consumer fulfillment operations, ensuring orders are delivered on time, in full, and at target cost while maintaining high customer experience. This role drives cross-functional alignment across 3PL/warehouses, transportation carriers, planning, customer support, finance, and product/commerce teams, and is accountable for operational performance, continuous improvement, and scalable process design.
Responsibilities
Own Direct to Consumer operational performance across order lifecycle (order release → pick/pack/ship → last mile → returns), including service, cost, and quality outcomes Set and manage key performance indicators & yearly objective and key results(e.g., OTIF, ship-on-time, cycle time, cancellation rate, damages, returns processing time, cost per order) and lead business reviews with internal and external partners Lead issue resolution and escalation management for customer-impacting events (backlogs, carrier disruptions, inventory/slotting constraints, system outages), including root-cause analysis and corrective actions Drive continuous improvement using Lean/Six Sigma-style approaches: standard work, SOPs, capacity planning inputs, labor productivity programs, and defect reduction Operate as the cross-functional “hub” between Logistics/Fulfillment Ops and upstream/downstream partners (Demand/Planning, Inventory, CX, Finance, Legal/Compliance, Product/Engineering) Partner with Product/Tech to define operational requirements, support launches, improve tooling (WMS/TMS/OMS workflows), and scale automation/reporting Own peak/launch readiness planning: forecasting assumptions, capacity/risk plans, playbooks, and post-mortems Manage vendor/3PL performance: scorecards, QBRs, contract/SOW operational adherence, and process audits Ensure compliance and controls: safety, security, export/import or hazmat (as applicable), data integrity, and customer privacy considerations in operational processes Operates with high autonomy across a complex network (multiple nodes/partners) and ambiguous problem spaces Drives multi-quarter roadmaps that improve customer experience and reduce cost-to-serve Influences Executive stakeholders through data-backed narratives and operational credibility, recognized as a go-to subject matter expert for DTC fulfillment operations
Qualifications
8+ years or equivalent in logistics, fulfillment, supply chain, operations, or eCommerce/DTC operations with measurable impact Demonstrated success to lead cross-functional programs without direct authority (influence, negotiation, stakeholder management) Experience of working on issues that may not be clearly defined and require strategy, direction, analysis of situations and conceptual thinking Experience running 3PL/vendor operations including scorecards, SOPs, process control, and performance improvement Proven track record improving service, cost, and quality simultaneously in a high-volume environment Demonstrated experience of crafting clear and concise emails, reports and documents to present in WBR/QBR and executive forums Past experience in KPI design, root-cause analysis, and operational reporting leveraging Excel or Google Sheets business or finance or supply change management degree Bachelor’s degree (or equivalent) in any field. Degrees in STEM subjects (such as Engineering, Information Systems, Analytics, Mathematics, Physics, or Applied Sciences) are ideal but not required. Equivalent years of relevant work experience may be considered in place of a degree Experience with OMS/WMS/TMS integrations, operational requirements definition, and tech-enabled process redesign Familiarity with returns/refurbishment, reverse logistics, and customer experience drivers Lean/Six Sigma certification or equivalent continuous-improvement background Experience supporting new product launches and peak planning in a fast-growth environment Working knowledge of SQL/BI tools Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements) Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews) Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies