Director of Operations - International E-commerce

About Us:
We are a rapidly expanding e-commerce company specializing in personalized gifting, delivering joy to customers across Europe and the U.S. Our mission is to create unforgettable moments with unique, customizable products. To drive our growth and operational excellence, we're seeking an experienced and visionary Director of Operations to lead our international operations, optimize processes, and ensure world-class customer satisfaction.

The Role:
As Director of Operations, you'll oversee and improve the end-to-end operational framework, from supply chain and fulfillment to customer experience. You'll work closely with international partners and cross-functional teams to expand into new markets, refine workflows, and deliver exceptional quality. With a focus on scalability and efficiency, you'll ensure our global operations support the company's ambitious growth goals.

Key Responsibilities:

Strategic Leadership & International Expansion

1. Develop and execute operational strategies to drive growth in Europe and the U.S. markets.
2. Spearhead international expansion efforts, including market entry plans and operational model optimization.
3. Oversee the launch of new product ranges, ensuring alignment with fulfillment partners and operational readiness.
4. Support negotiations for pricing and strategic price planning with partners and operations teams.

Operations Management

1. Manage relationships with international fulfillment partners and 3PL providers to ensure SLA adherence and efficient delivery.
2. Coordinate and automate multiple manufacturing facilities worldwide, scaling logistics into new geographies.
3. Optimize supply chain processes, from procurement and inventory management to delivery, ensuring seamless operations during peak periods like Black Friday and Christmas.
4. Design and implement systems for operational and logistical efficiency, working closely with technology teams to develop additional tools.

Process Improvement & Data-Driven Analytics

1. Leverage automation, dashboards, and data-driven insights to monitor performance and streamline workflows.
2. Develop and install control processes to enhance visibility and efficiency across worldwide logistics operations.
3. Improve stock forecasting accuracy and supply chain workflows to ensure cost-effectiveness and scalability.
4. Proactively monitor KPIs and implement corrective measures to address performance gaps.

Customer Experience Excellence

1. Collaborate with customer service and tech teams to ensure seamless multilingual support and a smooth customer journey.
2. Use customer feedback to improve product quality, delivery processes, and overall customer satisfaction.

Team Leadership & Development

1. Recruit, train, and onboard operational staff, fostering a culture of accountability, collaboration, and innovation.
2. Lead and inspire a high-performing team across multiple regions, mentoring junior staff to support their growth and ensure strong performance.
3. Coordinate resources, both in-house and remote, to ensure full 360-degree visibility and efficient operations.

Compliance & Risk Management

1. Ensure compliance with regional regulations, including GDPR, import/export, and labor laws.
2. Develop and implement risk mitigation strategies to safeguard business continuity.
3. Regularly visit international facilities, meeting with partners and stakeholders to ensure alignment and operational excellence.

Technical & Analytical Expertise

1. Be highly analytical and technically minded, with a focus on efficiency, cost-effectiveness, and process engineering.
2. Implement process discipline and oversight to maintain high standards of operational performance.

Qualifications:

1. Proven experience in operations leadership, preferably in e-commerce or FMCG.
2. Strong expertise in supply chain management, logistics, and fulfillment in a B2C context.
3. Experience managing international markets, particularly in Europe and the U.S., with familiarity working across multiple time zones.
4. Exceptional project management, analytical, and problem-solving skills.
5. Proficiency with e-commerce platforms, ERP systems, and data analytics tools.
6. Outstanding communication and leadership abilities, with a track record of managing cross-functional teams and external partners.
7. Knowledge of personalization or custom manufacturing is a plus.

Why Join Us?

1. Be part of a company that creates meaningful moments for customers worldwide.
2. Work in a fast-paced, innovative environment with exciting growth opportunities.
3. Competitive salary and benefits package.