Senior Director, DTC Operations

What You’ll Do 

We are seeking a results-driven Senior Director of North America Direct-to-Consumer (DTC) Operations to lead and optimize our DTC operations. This critical role will develop and execute strategies to drive exceptional service, reduce cost, and drive profitable growth. The ideal candidate has a strong background in DTC operations, eCommerce fulfillment, last mile logistics, and leading cross-functional teams to deliver results. 

• • Enhance the "Order to Porch" Consumer Experience 
  • Develop and execute fulfillment strategies to ensure seamless order processing, tracking, and last-mile delivery. 
  • Define and monitor key performance metrics to maximize consumer satisfaction. 
  • Optimize Returns & Refunds 
  • Drive efficiency in the returns process to accelerate speed-to-refund and enhance the consumer experience. 
  • Own the Inventory & Fulfillment Strategy 
  • Ensure in-stock availability of products, parts, and accessories. 
  • Optimize fulfillment locations to minimize delivery time and cost. 
  • Collaborate with 3PL providers and internal teams to improve service levels and operational efficiency. 
  • Optimize Parcel Freight & Logistics 
  • Own and refine parcel freight strategies to balance speed, cost efficiency, and service quality. 
  • Drive Technology & Process Innovation 
  • Partner with the Digital Technology team to implement automation and omnichannel solutions, including AI. 
  • Enable Commercial & Promotional Strategy 
  • Work closely with the DTC Commercial Team to optimize bundles and promotions for efficiency and cost savings. 

   

  What you’ll bring 

  • Proven leadership and results in DTC operations, including order processing, fulfillment, last-mile logistics, inventory management, and customer experience. 
  • Strong financial acumen with a track record of driving cost savings and managing budgets. 
  • Data-driven decision-making—skilled in using KPIs and analytics to improve performance and reduce costs. 
  • Experience in fast-scaling environments, building infrastructure and processes for growth. 
  • Collaborative leadership—proven success in influencing and partnering across functions. 
  • Effective communication skills, with the ability to convey insights and strategies clearly to stakeholders. 
  • A hands-on, entrepreneurial mindset—comfortable working in a fast-paced, high-energy environment. 
  • A demonstrated willingness to learn, roll-up your sleeves and set an example for the team as a “doer.”