Director, Logistics and Customer Operations

Director, Logistics And Customer Operations

The Director, Logistics and Customer Operations is responsible for leading and optimizing the logistics and end-to-end customer operations. This role ensures seamless order fulfillment, delivery, and post-sale support, driving customer satisfaction and operational efficiency. The Director collaborates cross-functionally with sales, supply chain, IT, and finance teams to deliver best-in-class service and logistics solutions.

Essential duties and responsibilities include the following. Other duties may be assigned.

• Logistics Management
• Direct logistics operations including warehousing, transportation, and distribution.
• Optimize logistics networks to ensure timely and cost-effective delivery of products.
• Manage relationships with third-party logistics providers and carriers.
• Ensure compliance with all regulatory requirements related to transportation and warehousing.
• Implement best practices in inventory management, shipping, and receiving.
• Customer Operations
• Oversee all aspects of customer service, order management, and fulfillment processes.
• Develop and implement strategies to enhance customer experience and satisfaction.
• Manage customer specialist team and ensure high performance and engagement.
• Establish and monitor key performance indicators (KPIs) for customer operations.
• Resolve escalated customer issues and complaints promptly and effectively.
• Process Improvement & Strategy
• Lead continuous improvement initiatives to streamline operations and reduce costs.
• Analyze operational data to identify trends, inefficiencies, and opportunities for improvement.
• Develop and execute logistics and customer operations strategies aligned with business goals.
• Drive digital transformation and automation projects within customer operations and logistics.
• Leadership & Collaboration
• Build, coach, and develop a high-performing operations and logistics team.
• Collaborate with sales, supply chain, IT, and finance to support business objectives.
• Communicate effectively with senior leadership, providing regular updates on performance and initiatives.
• Financial & Budget Management
• Develop and manage budgets for customer operations and logistics departments.
• Monitor expenses and implement cost-control measures.
• Negotiate contracts with logistics providers and vendors.

Qualifications

Key competencies

Metrics / KPIs

The Good Stuff Benefits

EEO

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