Associate Director, Operations - Wild
- Own US end-to-end fulfilment and logistics execution across DTC, Amazon and Retail channels
- Deliver consistently strong performance across OTIF, dispatch SLAs, carrier delivery and inventory accuracy (DTC), and ensure timely execution of display builds / pipefills, reduce chargebacks and improve on-shelf availability metrics (Retail)
- Define regional customer experience strategy and lead systemic improvements to drive customer delight
- Set performance standards and engage in regular business reviews with the Ops team and 3PL partners
- Run structured SLA reviews and QBRs, holding partners accountable to performance expectations and contractual commitments
- Drive a continuous improvement culture across partners, setting clear KPIs and action plans
- Primary escalation point and strategic relationship owner with US suppliers / logistics partners
- Ownership of US fulfilment KPIs across the P&L and balance sheet
- Lead negotiations with logistics partners
- Identify and execute against key margin improvement opportunities across the value chain
- Work closely with the wider operations team to build scalable operational processes, automation and efficiency
- Implement tooling upgrades enhancing performance visibility and decision-making
- Drive operational simplification to enable rapid US growth - key is to reduce reliance on manual processes and build scale with a lean team
- Lead major cross-functional projects (new retailer expansion, new channels, retail pipefill / display moments) and ensure strong launch execution and service performance
- Proactively manage risk, communication, dependencies and delivery plans
- Align supply chain/ops readiness with commercial priorities
- Lead and coordinate the local US rollout of global strategic initiatives, and manage dependencies across Supply Chain, Retail, Tech, Finance and CX
- Work closely with global supply planning teams to minimise out-of-stocks and ensure good stock availability and inventory health
- Ensure replenishment planning meets demand across all sales channels
- Lead procurement efforts in line with the global procurement strategy
- Work with the global quality team to manage product quality and production process issues with US suppliers
- Lead and develop a high-performing US Ops team (Ops Manager, Ops Exec)
- Build a high-performance team culture grounded in continuous improvement, proactive problem solving and commercial awareness
- Support organizational growth through hiring, coaching and capability building
- Set clear accountability, coaching and development plans
- 7+ years experience in US Operations / Fulfilment leadership roles
- Deep Walmart & Target fulfilment experience including vendor compliance
- Proven track record leading 3PL relationships and logistics performance
- Strong financial acumen with P&L accountability
- Experience in high-growth, omni-channel consumer brands (beauty/personal care ideal) with proven experience managing relationships and performance for large retailers in the US.
- Ability to operate both strategically and hands-on in a scaling environment
- Excellent partner management and clear executive-level communication skills
- Strong people leader - able to coach, motivate and develop teams
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