Director, Operations

Every month, hundreds of thousands of customers use our site and app to ship books from our fulfillment centers to doorsteps across the country, and we are seeking a Director of Operations to own that entire journey. From the moment a member clicks Ship to the moment the box arrives at their door, this person is responsible for the systems, processes, and vendor relationships that deliver a great experience at scale. This is an ideal role for someone obsessed with e-commerce and operations, who loves the intersection of software and real-world processes, and who wants to learn how to run an e-commerce company with real scale without the bureaucracy of a corporate behemoth.

What you will do…

Order Management

• Own all processes and logic that determine how an order is handled in our in-house Order Management System (OMS).
• Work closely with product and engineering to spec system needs, then build, QA, and release improvements to the OMS.
• Work closely with our Member Experience and Retention team to understand customer expectations and help translate them into operational realities. 
• Build and maintain a BI/Analytics system for tracking, monitoring, and discovering orders with issues or unintended outcomes.
• Partner with our product operations team to resolve order issues proactively on behalf of the member.

Fulfillment

• Own the fulfillment journey from the moment an order is received at one of our two fulfillment centers until the box arrives at the member's door.
• Work closely with our in-house 3PL and our third-party West Coast 3PL to route packages to the right facility.
• Ensure processes are in place to meet our SLAs, monitor facility value and costs, and partner with facility general managers to fulfill efficiently and continuously reduce costs.
• Own our carrier relationships: negotiate rates across our carrier network and monitor delivery quality, timing, and accuracy.

Procurement & Sourcing

• Own sourcing and procurement for all non-book items, primarily our packaging and free gift program.
• Partner with demand planning to produce accurate inventory forecasts.
• Continuously evaluate vendors and partnerships to ensure the best combination of quality and cost.

About you…

• Bachelor's degree required; a technical discipline such as engineering is a plus.
• 8+ years of relevant experience in operations and/or supply chain in an e-commerce capacity is ideal, but other strong operations skill sets are also valued. 
• Direct experience working with order management systems and/or fulfillment systems.
• Experience working closely with engineering teams, with the ability to spec requirements and think like an engineer.
• Strong analytics/BI experience; creating dashboards and spreadsheets required to monitor, track, and resolve issues throughout a system. 
• A member-first mindset: the ability to connect operational decisions to what the customer wants and needs, not just pure-play operations.
• Financial fluency, including strong Excel skills and comfort with simple modeling.
• Driven, tenacious, and pragmatic, with a deep commitment to operational excellence.
• Strong interest in books and fiction will make you love this job even more.