Director of In-house Operations

The Director of In-House Operations will be responsible for driving the optimization of our warehouse operations, service fulfillment, and system integrations to streamline processes, improve efficiency, and enhance overall delivery performance. This role will work closely with internal teams and external partners to ensure seamless integration of systems, improve order accuracy and fulfillment speed, and work with the Executive Leadership Team to align logistics strategies with the broader business goals. This role manages the entire in-house service delivery operation for multiple locations, all its personnel, and requires a deep understanding of the entire process workflow.

• Lead and develop a high-performing team of leaders and individual contributors, including recruitment, training, and performance management.
• Develop, implement, and monitor day-to-day operational systems and processes to provide visibility into the goals, progress, and obstacles of key initiatives. Proactively identifying and recommending improvements whenever possible.
• In partnership with Revenue and Sales Operations, design and implement strategic programs focused on driving revenue growth, including pipeline acceleration, upsell opportunities, and account expansion initiatives.
• Track KPIs (productivity, quality, volumes, etc.), analyze data, identify areas for improvement and implement impactful changes.
• Ability and willingness to travel as required.

• Build and communicate roadmap, action plans, and progress to stakeholders, while defining, aligning, and tracking fulfillment KPI targets to measure success and drive improvements across teams.
• Craft service fulfillment strategies including fulfillment topology, service coverages, and fulfillment economics optimization while leveraging industry best practices to optimize efficiency and output.
• Provide process visibility through metrics reviews, dashboards, and alerts.
• Establish scalable frameworks and workflows to streamline revenue operations, including forecasting, performance tracking, and resource allocation.
• Provide regular, precise, and effective status updates on key programs, processes and metrics.
• Creatively solve problems to ensure appropriate accountability is maintained with respective workstreams and are operating in an efficient and effective manner.
• Communicate effectively to keep internal and external teams informed at all times, using the necessary channels to ensure stakeholders understand what needs to be accomplished and when.
• Partner with the VP of Operations to develop ways to improve operational performance and accuracy.
• Establish cross-functional partnerships to drive projects that meet strategic goals, and identify opportunities for innovation and improvement.
• Be the expert on how all elements of the device lifecycle work together with the entire team to achieve targeted yield performance. 
• Serve as a liaison between executives, departments, and external stakeholders, ensuring alignment and information flow.
• Stay informed about industry best practices and implement relevant improvements and changes.
• Actively participate in quarterly leadership meetings, development workshops. and strategic planning processes. 
• Other duties as assigned by leadership.

• 8+ years of experience in fulfillment operations management
• Experience in leading and managing high-performance teams
• Must be highly proficient in Microsoft Office, Excel, and database management
• Excellent communication, negotiation, and leadership skills
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously
• Familiarity with regulatory requirements and compliance standards related to global trade preferred
• Experience in fulfillment center automation preferred

ComputerCare is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.