Luxury DTC Ops Leader — Omnichannel NA Growth

Acne Studios; New York (NY); On-site; USD 100,000 - 110,000; Full time

Job summary

Acne Studios is seeking an experienced DTC Operations Manager for North America to lead Retail, Outlet, and Digital operations. You will drive efficiency, implement tools and policies, and collaborate with HQ teams to align with global standards.

You will oversee daily operations, lead Teamwork CHQ integration, and manage end-to-end digital order operations including ship-from-store and BOPIS. Strong people leadership and KPI ownership are essential.

Qualifications

• Bachelor's degree or higher in Business, Operations, or a related field.
• 6-8 years of direct experience in retail, consumer goods, or luxury/fashion operations, ideally spanning both full-price retail and outlet channels, including people management experience.
• Direct experience with omnichannel fulfillment models (ship-from-store, BOPIS, returns-anywhere) strongly preferred.
• Experience with retail POS and inventory management systems required; familiarity with Teamwork CHQ specifically is a strong plus, along with experience integrating POS/inventory systems with an OMS or ecommerce platform.
• Proven track record in process optimization, compliance, and people management - including direct experience managing or mentoring a team.

Responsibilities

• Oversee daily operations across Retail and Outlet stores, ensuring timely and accurate handling of orders, inventory, packaging, and claims.
• Serve as the North America lead for Teamwork CHQ, our POS and inventory management system - driving best-practice execution, troubleshooting, and training across store teams.
• Partner closely with Retail and Outlet store teams to understand day-to-day operational challenges and represent those needs within the broader North America and Global framework.
• Support new stores openings and pop-ups, ad-hoc operational projects and initiatives as needed.
• Own end-to-end digital order operations, including order management, fulfillment accuracy, and timely resolution of digital order issues and escalations.
• Lead omnichannel fulfillment execution across the region - including ship-from-store, buy-online-pickup-in-store (BOPIS), and returns-anywhere programs - ensuring seamless handoffs between digital and store inventory.
• Manage the integration and data flow between Teamwork CHQ and the ecommerce/OMS platform, ensuring accurate real-time inventory visibility across channels.
• Own digital operations KPIs, including order accuracy, fulfillment SLAs, delivery timelines, inventory accuracy across channels, and returns/exchange rates.
• Partner with Client Services and Customer Care teams to ensure digital order issues, returns, and claims are resolved in line with the brand's service standards.
• Collaborate with HQ's Digital, IT, and Business Development teams on platform updates, new tool rollouts, and process improvements affecting the North America digital business.
• Monitor and report on digital operational performance, identifying root causes of recurring issues (stockouts, mis-shipments, fulfillment delays) and driving corrective action.
• Lead and directly manage a team, supporting their development and ensuring coverage across Retail, Outlet, and Digital operations.
• Oversee reporting, planning, and auditing for the North America DTC business.
• Proactively identify and recommend improvements to operational efficiency across Retail, Outlet, and Digital, with a strong focus on systems, process, and compliance.
• Develop and implement North America-specific SOPs in alignment with global operational standards set by HQ.
• Lead regional projects and initiatives in partnership with North America Commercial leadership and HQ stakeholders.
• Participate in the rollout and testing of new tools and platforms across the region, including any Teamwork CHQ updates or integrations.

Skills

Analytical skills

Problem solving

Cross-functional collaboration

Team leadership

Multichannel operations

English fluency

Detail oriented

Education

Bachelor's degree in Business/Operations

Tools

Teamwork CHQ

POS systems

Inventory management systems

Job description

Acne Studios is seeking an experienced DTC Operations Manager for North America to lead Retail, Outlet, and Digital operations. You will drive efficiency, implement tools and policies, and collaborate with HQ teams to align with global standards.

You will oversee daily operations, lead Teamwork CHQ integration, and manage end-to-end digital order operations including ship-from-store and BOPIS. Strong people leadership and KPI ownership are essential.