Luxury Ops Director - Production & Customer Experience

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 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.