Director of Operations

Swiftwick designs, engineers, and builds performance socks for endurance sports. We are proudly based in Tennessee, manufactured in the USA, and worn the world over. We are seeking a highly skilled Director of Operations to join our growing team, where you will play a pivotal role in overseeing planning and production, warehousing and fulfillment, CX, and facilities. You will be a key member of the leadership team, manage the full operations budget, and be responsible for the success of key operational metrics.

The role will report directly to our CEO. The role will also work in close partnership with our product development, e-commerce, wholesale, and accounting teams.

RESPONSIBILITIES INCLUDE: 

Planning & Production

• Lead the company’s sales and operations planning (S&OP) process
• Oversee and manage all manufacturing and supplier / vendor relationships
• Oversee all production forecasting in partnership with channel owners (wholesale, website, Amazon) and monitor coverage levels across evergreen and seasonal SKUs, ensuring that we have sufficient inventory without tying up cash
• Partner with product development and production facilities to ensure availability of raw materials
• Collaborate with the marketing and product development teams to ensure production aligns with marketing and product launch calendars
• Partner with the quality team to communicate vendor compliance, manage vendor scorecards, and facilitate chargebacks or strategic adjustments, as needed

Warehousing and Fulfillment

• Oversee all inbound / inbound logistics and manage a high-performing warehousing and fulfillment team
• Serve as the liaison between wholesale, e-commerce, warehouse, and CX teams to ensure timely fulfillment and delivery of DTC and wholesale orders
• Partner with warehouse team lead to drive continuous improvement in key warehousing and fulfillment metrics (e.g., order fulfillment cycle time)

CX and Order Management

• Manage customer experience for our website (DTC) and order management for our wholesale business (B2B)
• Review incoming B2B contracts and assist in implementing customized processes that align with business functions
• Partner with Senior CX Specialist to drive continuous improvement in key customer experience and order management metrics (e.g., NPS / CSAT, average resolution time)

Facilities and IT

• Oversee external vendors (general IT, ERP agency, office cleaning, etc.)
• Oversee management of ERP (Acctivate) and related platforms (Crystal Reports and KnowledgeSync) in partnership with external agency
• Serve as company’s liaison with landlord and contractors
• Ensure the office / pantry are supplied and stocked on a regular basis

• 8+ years in operations and supply chain management, with increasing scope and responsibilities
• Bachelor’s degree in supply chain, operations, or related field preferred
• Strong background in manufacturing, forecasting and planning, inventory management, and process optimization.
• Proven ability to lead a dynamic team, inspire, develop, and drive measurable results.
• Open to 10-15% travel to visit manufacturing and vendor facilities

• 20 days of PTO (pro-rated for year 1), plus 10 paid federal holidays
• Paid maternity/paternity leave of 6 weeks
• Health insurance - PPO and HDHP (HSA-eligible) options
• Dental and vision insurance
• 401(k) with up to 4% company matching
• Quarterly race entry reimbursement
• Long-term disability insurance, 100% company-paid
• Short-term disability insurance, 100% company-paid 
• 50% discount on Swiftwick purchases for yourself
• Paid volunteer time off
• Wellness stipend