Director of Customer & Fulfillment Ops

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 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.