Director of Operations

Brick Executive Search; New York (NY); On-site; USD 90,000 - 135,000; Full time

Job summary

Brick Executive Search is assisting a NYC-based luxury apparel brand in recruiting a Director of Operations, Production & Customer Service. You will own the end-to-end process from shipment to delivery and lead supply chain, logistics, and premium customer service.

The role requires building scalable systems, managing vendors, and partnering with CEO/CPO and Production to reflect the brand's precision and standards. A strong operator with 8–12+ years' experience is ideal.

Qualifications

• 8–12+ years of experience in production, operations, or supply chain.
• Hands-on experience with Shopify, ERPs, 3PL platforms (ShipBob, Ryder).
• Proven ability to build systems and processes in early-stage environments.
• Strong attention to detail and process discipline.

Responsibilities

• Build operational systems for order flow, inventory, returns, and 3PL processes.
• Select and manage 3PL, packaging and logistics partners.
• Oversee daily warehouse operations: receiving, picking, packing, shipping.
• Create SOPs for all operational workflows and monitor KPIs.
• Own customer service channels and ensure fast, brand-aligned communication.
• Coordinate data & reporting across Shopify, ERP, 3PL and CS tools.
• Ensure supplier compliance and quality control across units.
• Develop and enforce product quality standards and risk plans.
• Collaborate with supply chain and inventory to forecast demand and buy plan.

Skills

Shopify

ERP systems

3PL platforms

Supply chain

Leadership

Tools

ShipBob

Ryder

Job description

Brick Executive Search working exclusively with a NYC based luxury , active apparel company to place a Director of Operations/Production & Customer Service.

About the Role

Our client is hiring a Director of Operations & Customer Service to build and lead the full

operational engine of our pre-launch luxury direct-to-consumer brand.

You will own the process from product shipment through customer delivery — managing

supply chain, logistics, and luxury level customer service.

This role is ideal for a highly organized, detail-driven operator who can build systems,

manage vendors, and ensure a seamless customer experience. You will work closely with

the CEO / CPO and Production to establish processes that reflect the precision and

standards of a modern luxury/performance brand.

Key Responsibilities

Operations, Fulfillment & Logistics

• Build operational systems (order flow, inventory, returns, 3PL processes) from the
• Select and manage 3PL, packaging and logistics partners.
• Oversee daily warehouse operations: receiving, picking, packing, shipping.
• Create SOPs for all operational workflows.
• Optimize shipping costs, delivery timelines, and packaging efficiency.
• Resolve fulfillment exceptions and delivery issues.
• Own / Update / Maintain and enforce the Brand Manual & Production guidelines.
• Ensure labeling, packaging, and compliance standards across all SKUs

Customer Service

• Own all customer service channels and ensure fast, brand-aligned communication.
• Manage inquiries for orders, returns, product questions, and escalations.
• Build scalable systems: templates, tagging, macros, FAQs.
• Identify feedback trends and implement process improvements.
• Priority : Oversee return/exchange workflows (reverse logistics).

Data & Reporting

• Track and report KPIs: order accuracy, fulfillment speed, inventory turnover, COGS.
• Analyze sales trends to support planning, pricing, and promotions.
• Provide insights to leadership on operational performance.
• Manage Shopify, ERP, 3PL, customer service tools, and accounting integrations.
• Identify and implement new systems as the brand scales.

3PL / Compliance, Quality & Risk

• Ensure supplier compliance and product standards.
• Create contingency plans for supply chain disruptions.
• Oversee warehouse compliance and quality control.
• Oversee product quality standards

Product / Compliance, Quality & Risk

• Establish and enforce product quality control standards.
• Conduct factory, vendor, and product inspections to ensure compliance with

quality specifications and brand standards.

• Identify, track, and resolve product defects through corrective action plans and

continuous quality improvement processes.

• Develop and maintain quality assurance procedures, testing protocols, and SOPs

to reduce inconsistencies and returns.

• Analyze customer returns, defect reports and production data to improve product

quality and manufacturing performance.

Partner with Supply Chain & Inventory

• Assist with forecast demand and plan buys.
• Assist with maintaining optimal inventory levels and prevent stockouts/overstocks.
• Manage all logistics partners.
• Hire, mentor, and develop future team members across operations, and customer

service.

• Establish clear performance standards and drive continuous improvement.Y

You Bring

• 8–12+ years of experience in production, operations, or supply chain
• Hands-on experience with Shopify, ERPs, 3PL platforms (ShipBob, Ryder), and
• Proven ability to build systems and processes in early-stage environments.
• Strong attention…