Director, Customer & Fulfillment Operations (Apparel)

Civil Clothing Inc; Torrance (CA); On-site; USD 140,000 - 160,000; Full time

Benefits offered by this job

Competitive salary and benefits

Medical, dental, vision

Health Savings Account

Life insurance

401(k) with company match

Paid time off

Employee merchandise discounts

Job summary

Civil Clothing is seeking a Director, Customer & Fulfillment Operations to lead Customer Service and Warehouse/Fulfillment teams, overseeing order placement, fulfillment, delivery, returns, and post-purchase support in a fast-moving apparel brand.

This role blends strategic thinking with hands-on execution, builds scalable processes, strengthens NetSuite workflows, and partners with 3PLs to optimize service levels, costs, and inventory controls.

Qualifications

• Extensive leadership across customer service and omnichannel operations.
• Experience managing 3PL, carrier, and external fulfillment.
• Strong systems orientation with NetSuite or similar ERP/WMS.
• Bachelor’s degree in business/ops or equivalent.
• 7+ years in CS, ecommerce, fulfillment, or logistics.

Responsibilities

• Lead Customer Service and omnichannel order operations across DTC e-commerce, wholesale, returns, and post-purchase support.
• Oversee warehouse and fulfillment operations, including inventory, receiving, shipping, order fulfillment, returns, and operational readiness.
• Build strong service standards and scalable workflows that improve responsiveness, accuracy, efficiency, and the overall customer experience.
• Maintain reliable visibility into orders, inventory, fulfillment performance, customer issues, backlogs, and operational risks.
• Own 3PL and logistics partner performance, including service levels, costs, fulfillment accuracy, inventory reconciliation, and continuous improvement.
• Strengthen NetSuite and related operational workflows, reporting, integrations, and inventory controls.
• Use customer and operational insights to identify root causes, solve recurring problems, and improve the end-to-end order experience.
• Lead, coach, and develop Customer Service and Fulfillment teams with clear goals, performance expectations, accountability, and development plans.
• Build the processes, systems, team capabilities, and operating discipline needed to support continued growth.

Skills

Leadership experience

Omnichannel operations

Customer service

E-commerce operations

3PL management

Education

Bachelor's degree in business-related field

Tools

NetSuite

ERP systems

WMS systems

E-commerce platforms

Order management

Customer service platforms

Job description

Civil Clothing is looking for a customer-obsessed, operationally strong, and solutions-oriented Director, Customer & Fulfillment Operations to lead the teams and operations behind our customer experience, from order placement and fulfillment through delivery, returns, and post-purchase support. This is a highly visible leadership role overseeing both Customer Service and Warehouse/Fulfillment in a fast-moving, creative environment.

The ideal leader is equally comfortable thinking strategically and getting into the details when needed. You understand that great customer experience and great operational execution are deeply connected, and you know how to build an organization that delivers both.

You enjoy building strong, scalable operations and creating structure, clarity, and accountability as the business grows. You bring productive urgency, hold yourself and others accountable, and are comfortable making decisions when priorities shift quickly.

You’re also comfortable in a founder-led environment where the pace is fast, expectations are high, ideas move quickly, and leaders are expected to be adaptable, resourceful, and close to the business. You can take direction, ask the right questions, translate evolving priorities into execution, and create structure without slowing momentum.

Most importantly, you care about both sides of the equation: the experience our customers have with the brand and the operational excellence required to deliver it.

What Success Looks Like

You’ll build Customer Service and Fulfillment operations that are responsive, accurate, accountable, and scalable. Customers receive excellent service, orders move reliably, inventory visibility improves, teams understand what is expected of them, operational issues are addressed at the source, and Leadership has clear visibility into performance, priorities, and risk.

What You’ll Do

• Lead Customer Service and omnichannel order operations across DTC e-commerce, wholesale, returns, and post-purchase support.
• Oversee warehouse and fulfillment operations, including inventory, receiving, shipping, order fulfillment, returns, and operational readiness.
• Build strong service standards and scalable workflows that improve responsiveness, accuracy, efficiency, and the overall customer experience.
• Maintain reliable visibility into orders, inventory, fulfillment performance, customer issues, backlogs, and operational risks.
• Own 3PL and logistics partner performance, including service levels, costs, fulfillment accuracy, inventory reconciliation, and continuous improvement.
• Strengthen NetSuite and related operational workflows, reporting, integrations, and inventory controls.
• Use customer and operational insights to identify root causes, solve recurring problems, and improve the end-to-end order experience.
• Lead, coach, and develop Customer Service and Fulfillment teams with clear goals, performance expectations, accountability, and development plans.
• Build the processes, systems, team capabilities, and operating discipline needed to support continued growth.

What You Bring

Knowledge, Skills & Abilities

• Significant leadership experience across Customer Service, e-commerce operations, fulfillment, warehouse operations, logistics, or related omnichannel functions.
• Strong understanding of the end-to-end order lifecycle, including inventory, order management, fulfillment, shipping, returns, and customer support.
• Experience leading and developing teams, setting goals and KPIs, managing performance, and building accountability.
• Experience managing 3PL, carrier, freight, or other external fulfillment relationships.
• Strong systems orientation with experience using NetSuite and/or comparable ERP, WMS, e-commerce, order-management, and Customer Service platforms.
• Strong analytical and operational judgment with the ability to turn data and recurring issues into practical improvements.
• Ability to balance customer experience, speed, accuracy, cost, and business priorities in a high-volume environment.
• Clear, confident communication and the ability to work effectively across teams and levels of the organization.

Education & Experience

• Bachelor’s degree in Business Administration, Operations, Supply Chain, Logistics, or a related field preferred; equivalent relevant experience considered.
• 7+ years of progressive experience in Customer Service, e-commerce operations, fulfillment, warehouse operations, logistics, or related omnichannel functions.
• 3+ years of people leadership experience, including managing managers or multi-functional teams, setting performance expectations, coaching, and developing employees.
• Demonstrated experience overseeing end-to-end order, inventory, fulfillment, returns, and customer service operations in a high-volume environment.
• Experience managing 3PL, freight, carrier, and external fulfillment relationships, including service levels, performance, and cost management.
• Experience with NetSuite or a comparable ERP, along with WMS, e-commerce, order-management, and Customer Service platforms.
• Experience within apparel, fashion, consumer products, DTC e-commerce, or another fast-paced, high-growth environment strongly preferred.

Physical & Mental Demands

• This role operates across office and warehouse environments with regular use of computers, phones, operational systems, and standard office equipment.
• Ability to sit, stand, walk, and regularly move throughout office and warehouse environments for extended periods as operational needs require.
• Ability to occasionally lift, carry, push, pull, or move product, packages, or materials weighing up to 50 lbs., with or without reasonable accommodation.
• Visual requirements include close vision, distance vision, depth perception, and the ability to adjust focus when working with computers, operational systems, inventory, and warehouse activities, with or without reasonable accommodation.
• Ability to sustain concentration while managing multiple priorities, operational demands, interruptions, and time-sensitive issues.
• Ability to frequently shift attention between customer needs, team leadership, operational issues, performance information, and changing business priorities.
• Ability to process and evaluate customer, order, inventory, fulfillment, and performance information while maintaining accuracy and attention to detail.
• Periods of increased activity and sustained mental attention may occur during high-volume periods, launches, customer escalations, inventory activities, or operational disruptions.
• This role may occasionally require flexibility in work hours to support peak-volume periods, inventory activities, operational issues, or other business-critical needs.

Why You’ll Love Working at Civil

At Civil Clothing we foster a collaborative, fast-moving environment where ownership is valued, ideas are welcomed, and execution matters. You’ll work alongside passionate, experienced teams who care deeply about craftsmanship, accountability, and bringing product to market the right way. This role offers the opportunity to make a real impact, your decisions directly influence our product quality, timelines, and growth. If you thrive in a hands-on, solutions-driven environment and want your work to be seen, felt, and worn, you’ll feel right at home here.

What We Offer

• Compensation: $140K – $160K annually, depending on experience and qualifications
• Medical, dental, and vision insurance
• Health Savings Account
• Life insurance
• Pet Insurance
• Employee Assistance Program (EAP)
• 401(k) with company match
• Paid time off (PTO)
• Employee merchandise discounts
• Opportunity to grow with a respected and evolving apparel brand

Equal Opportunity Employer

Civil Clothing Inc. is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected status under applicable law.