DTC Operations Leader: Elevate Customer Experience

Tasting Room Expo; Windsor, Northern (CA, KY); Hybrid; USD 85,000 - 115,000; Full time

Job summary

Williams Selyem is seeking a DTC Operations Manager to oversee the daily systems, people, and processes that support our direct-to-consumer business in California. You will coordinate allocation releases, ensure accurate customer and inventory records, and partner with Sales, Marketing, Finance, Hospitality, and Production to deliver a seamless customer experience.

The role requires hands-on leadership, attention to detail, and a talent for solving operational challenges during high-volume

Responsibilities

• Coordinate allocation releases and program testing for products, pricing, access, allocations, shipping options, and promotions in Commerce7.
• Prepare order batches, monitor releases, and resolve access, payments, inventory, or fulfillment issues.
• Work with Sales & Marketing to implement customer segments and offers, and report on participation, sales, and sell-through.
• Document release procedures and recommend improvements based on feedback and results.
• Support and supervise the customer service team to ensure timely, accurate, and warm responses to member inquiries.
• Resolve escalated order, account, shipping, and allocation issues with sound judgment and follow-through.
• Maintain accurate customer records, including contact information, preferences, and service notes.
• Partner with Marketing and Hospitality on onboarding and re-engagement of new members.
• Help uphold the “Hug Your Customer” approach through attentive, personal service.
• Coordinate finished-goods inventory for DTC releases, estate sales, hospitality needs, events, and other approved uses.
• Maintain accurate product and SKU information across Commerce7 and fulfillment systems.
• Serve as day-to-day contact for fulfillment, shipping, and logistics partners.
• Manage shipping schedules, compliance checks, order batching, weather holds, returns, damages, and reships.
• Coordinate inventory movements and support cycle counts and discrepancy resolution with Finance, Production, Hospitality, and warehouse partners.
• Monitor order accuracy, delivery performance, and inventory issues, escalating risks and recommending solutions.

Job description

Williams Selyem is seeking a DTC Operations Manager to oversee the daily systems, people, and processes that support our direct-to-consumer business in California. You will coordinate allocation releases, ensure accurate customer and inventory records, and partner with Sales, Marketing, Finance, Hospitality, and Production to deliver a seamless customer experience.

The role requires hands-on leadership, attention to detail, and a talent for solving operational challenges during high-volume