Director of OperationsKYNAH • Santa Monica, CA, United States

Director of Operations

KYNAH • Santa Monica, CA, United States

1 day ago

Job type

Full-time

Job description

Location : Los Angeles, CA (Hybrid)

Reports To : Founder & CEO

Departments : eCommerce, Production, Customer Experience

About KYNAH

KYNAH is a Los Angeles–based luxury fashion brand redefining modern South Asian fashion through craftsmanship, culture, and contemporary design. With a flagship in LA and a global online presence, KYNAH has become the go-to destination for elevated South Asian bridal and occasionwear. Our mission is to deliver a seamless, elevated experience — from our ateliers in India to our brides around the world.

Role Overview

KYNAH is seeking a Director of Operations to serve as the strategic right hand to the Founder & CEO , responsible for overseeing and optimizing all operational functions across eCommerce, Production, and Customer Experience .

This leader will ensure that every order, process, and team interaction aligns with KYNAH’s high standards of excellence. The Director will oversee cross-border coordination between the U.S. and India teams, manage day-to-day execution, and implement scalable systems that support growth.

The ideal candidate is a strategic, highly organized operator who thrives in fast-paced environments and can move fluidly between tactical execution and long-term planning. This is a leadership role for someone who can see both the big picture and the details — and who is eager to help shape the next chapter of KYNAH’s growth.

Key Responsibilities

Strategic Leadership

Act as the operational partner to the Founder & CEO, ensuring all departments are aligned, efficient, and executing against company goals.
Translate brand strategy into operational plans, systems, and performance metrics across eCommerce, Production, and Customer Experience.
Oversee cross-functional communication between the U.S. and India teams to maintain transparency, accountability, and progress toward shared targets.
Lead and mentor department heads to ensure clarity of roles, strong execution, and proactive problem-solving.

eCommerce Operations

Oversee eCommerce workflows including product uploads, pricing, merchandising accuracy, fulfillment, and returns.

Partner with the marketing and creative teams to ensure campaigns, product drops, and site updates are delivered on time and with precision.

Audit and improve backend operations within Shopify, ensuring efficiency, data integrity, and a seamless customer journey.

Implement systems that support conversion growth, inventory accuracy, and fulfillment timelines.

Customer Experience

Lead the Customer Experience function to ensure luxury-level service across all client touchpoints — online, in-store, and post-purchase. Be the main point of contact for escalation.

Oversee the CRM system and ensure efficiencies across the platform.

Define and monitor KPIs related to customer satisfaction, response times, and retention.

Develop service protocols and escalation frameworks to ensure issues are resolved efficiently and brand-appropriately.

Partner with Sales and Marketing to integrate client feedback into strategic initiatives and product planning.

Production & Vendor Management

Oversee all aspects of production and vendor coordination, ensuring timelines, quality control, and communication standards are met.

Strengthen alignment between U.S. and India operations, maintaining visibility across all custom and ready-to-ship orders.

Step in on escalations or workflow challenges to ensure seamless execution and delivery.

Collaborate with Finance to manage production costs, shipping, and duties to optimize margins.

People & Process

Lead, mentor, and develop cross-functional team members to perform at a high level while fostering accountability and collaboration.

Build and implement scalable processes and SOPs that improve efficiency and reduce friction across teams.

Oversee key operational tools and systems (Shopify, Asana, CRM etc.) and identify opportunities for automation and optimization.

Serve as a stabilizing force within a fast-moving, creative environment — bringing structure, clarity, and calm to complexity.

Qualifications

7–12 years of experience in operations, production, or eCommerce management (experience in fashion, retail, or luxury strongly preferred).

Demonstrated success managing cross-functional global teams and driving operational efficiency.

Strong leadership, project management, and systems-building skills.

Experience with Shopify and related platforms required; familiarity with Asana, Slack, CRM (Gladly), and Excel preferred.

Exceptional communication, organizational, and analytical abilities.

Thrives in a dynamic, entrepreneurial environment and enjoys building structure for scale.

Who You Are

A true right hand : highly dependable, trusted to lead independently, and capable of running operations with minimal oversight.

A strategic thinker who moves seamlessly between high-level planning and hands-on problem solving.

A confident leader who inspires accountability, communication, and performance across diverse teams.

A calm, solutions-oriented presence who thrives in fast-paced luxury environments.

Deeply aligned with KYNAH’s mission to blend culture, craftsmanship, and contemporary design through an elevated client experience.

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Director Of • Santa Monica, CA, United States

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