Who You Are:
You are someone with a proven track record in managing customer service, DTC operations, 3PL warehouses, and logistics, ideally in retail or e-commerce. You understand how to optimize processes, improve the supply chain, and lead customer support teams to enhance satisfaction and loyalty. You've got a data-driven, customer-first mindset and are skilled at collaborating across teams to drive efficiency without compromising service standards. Your strong analytical, communication, and leadership skills help you build solid foundations that elevate both operations and service standards. You're motivated, result-oriented, and always focused on continuous improvement.
The Task at Hand:
The Director of Logistics and Order Fulfillment is responsible for overseeing retail and direct-to-consumer (DTC) operations, customer service, and logistics functions to ensure an efficient, customer-centric retail experience. This role manages end-to-end retail operations from order fulfillment and inventory management to customer support, focusing on optimizing processes and improving the customer journey. The Director will collaborate across departments to align operational, customer service, and logistics strategies with overall business objectives, driving a seamless experience that enhances customer satisfaction and loyalty.
In This Role, You Will:
Retail Operations and DTC Management
• Oversee all 3PL warehouses for both retail and DTC operations to include order fulfillment, inventory control, and supply chain processes to ensure timely and accurate deliveries.
• Develop and implement strategies to streamline retail processes, boost operational efficiency, and control costs.
• Regularly analyze key performance indicators (KPIs) to identify areas for improvement and drive solutions that enhance the overall customer experience.
Customer Service Oversight
• Lead the retail customer service team, establishing standards and best practices to ensure responsive, high-quality support across all customer touchpoints.
• Design and manage customer feedback and satisfaction programs to gather insights, address pain points, and improve service quality.
• Develop training programs, quality control measures, and performance metrics to consistently elevate customer service and deliver a positive, brand-aligned experience.
Logistics and Supply Chain Coordination
• Manage logistics operations, including warehousing for both finished goods and materials, shipping, and distribution, to ensure cost-effective and efficient fulfillment of orders.
• Work closely with supply chain partners and internal teams to optimize inventory management, reduce delivery times, and improve order accuracy.
• Develop contingency plans to handle supply chain disruptions, seasonal demand, and capacity planning, which is key to maintaining smooth operations.
Customer Experience Enhancement
• Partner with Marketing and Sales to lead operations initiatives that provide cohesive and engaging customer experiences across channels.
• Leverage data and customer feedback to drive projects aimed at improving retention, loyalty, and customer satisfaction.
• Implement systems and processes that support seamless customer interactions, enabling quick issue resolution and consistent experiences across touchpoints.
Cross-Functional Collaboration and Team Leadership
• Work with cross-functional teams to align retail operations, customer service, and logistics strategies with broader business goals.
• Manage department budgets and optimize costs to meet objectives efficiently.
• Lead, mentor, and develop a high-performance team, including 2 direct reports.
• Foster a culture focused on customer satisfaction, operational excellence, and continuous improvement, positioning the organization for growth.
In This Role, You’ll Bring With You:
• Bachelor’s degree in Business, Operations, Supply Chain Management, or a related field; MBA or advanced degree is a plus.
• 7+ years of experience in retail operations, customer service, and logistics, with at least 3 years in a leadership role.
• Strong expertise in logistics, DTC operations, supply chain management, and customer service strategy.
• Proven track record of optimizing retail processes, managing logistics, and enhancing customer satisfaction.
• Excellent analytical, leadership, and communication skills, with experience in cross-functional environments.
• Strong project management, organizational skills, and superior attention to detail.
• Self-starter with the ability to collaborate in a team-oriented environment and adapt to evolving priorities and business needs.
• Ability to communicate complex ideas clearly and concisely; strong presentation skills.
• Solid knowledge of Microsoft Suite, Outlook, Slack, and other professional platforms.
• Up to 10% travel required: Although this role is a remote work-from-home position, we “Farmers” do meet as a company and/or as a department a few times a year. Anticipate possible travel up to a few times each quarter.
• Genuine passion for improving childhood nutrition for a healthier and happier planet.
• Desire to contribute to a dynamic high-growth, purpose-driven work environment.
• Previous exposure to cross-functional work between Sustainability and Operations preferred.
• Must reside in the United States to be considered for this position.
• Please note that visa sponsorship is not available for this position.
Compensation:
• Full-Time, Salaried, Exempt.
• The anticipated salary range for this position is $120,000.00 to $165,000.00. The actual salary offer will carefully consider a few factors, including your skills, qualifications, experience, and location. Certain positions are eligible for additional forms of compensation such as bonuses, stipends, equity, and role-specific perks.
Additional:
• Remote-first work environment.
• Annual Bonus.
• 401(k) program + 4% company match after three months.
• New Hire Remote Life Stipend + annual Nourish and Nurture Allowance.
• Monthly Cell and Internet Stipend.
• Quarterly Farm-to-Fridge home deliveries and Employee Discounts.
• New Parents: Up to 18 weeks of paid Parental Leave, Baby Steps Back To Work, 3 months’ supply of Once Upon A Farm products, and breast milk shipping service and support for those who travel after birth for the duration of your breastfeeding journey.
• Unlimited Paid Time Off.
• Paid Volunteer Time.
• Paid Time Off to fulfill civic responsibilities including jury duty and voting in local, state, and national elections.
• Medical Insurance for the employee covered at 100% on select plans, with additional plan options at a reduced cost to the employee.
• Vision and Dental Insurance covered at 100% for the employee and dependents.
• Life insurance.
• Flexible spending account (Medical & Dependent Care) and Health savings accounts for applicable plans.
• Employee assistance program (EAP).
• All other benefits, leaves, and insurance as required by law, based on your specific residence.
• And so much more!
Who We Are
Our Purpose: Drive systemic improvement in childhood nutrition for a healthier, happier, and more equitable world.
Our Business: At Once Upon a Farm, a better story starts here. We're on a greater mission in providing organic, crave-worthy, snacks and meals for children of all ages. Our recipes are crafted with only the best organic ingredients – whole fruits and veggies, cold-pressed (our pouches), or freshly frozen (our meals) to perfection– to support your growing kids at every stage. Each of our organic, non-GMO, non-dairy recipes contains no added sugar and are free from artificial flavors, colors, and preservatives – just simple, real, nutritious snacks your entire family will love.
We support and champion farmers who supply the highest-quality organic ingredients for our foods. We help parents keep their promise to provide the best nourishment for their children’s bodies and souls. We treat our consumers, customers, suppliers, investors, and all our valued employees with the same high level of dignity and respect that we expect from others. We will always fight for and support efforts to drive positive social change and food justice for the benefit of parents, kids, and families. Lastly, we foster an entrepreneurial and collaborative culture that values humility, honesty, passion, positive social impact, and fun.
Our Team: We’re all fully remote, which makes us a highly collaborative, dynamic, and supportive bunch. We share a singular mission to make the world a better place through the highest quality, most delicious, nourishing, and nutritious products made accessible to every home, from our farms to your fridge. And while we’re invested in our product, we’re equally invested in one another's success.
Once Upon A Farm is a purpose-driven brand made up of an inclusive group of individuals with diverse backgrounds, passions, and beliefs. We hire self-motivated, independent thinkers, and those who are genuinely passionate about improving childhood nutrition for a healthier and happier planet. Bring your whole self to your work at Once Upon A Farm, a proud equal-opportunity employer. In your application, please feel free to note which pronouns you use.
In an effort to help us remove unconscious bias from our resume review process, we ask that you please remove all identifying information from your resume (like profile photos) before you upload it. Once Upon A Farm is committed to cultivating an inclusive environment where a diverse group of people can and want to do their best work, and that starts with our hiring practices.
Once Upon a Farm, PBC, provides equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, cast, citizenship status, pregnancy, childbirth, physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer-related or HIV/AIDS-related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
You must reside in the United States to be considered for this position.
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