Head of Operations

Role overview

We are looking for an experienced, execution-focused operations leader to build and continually strengthen the systems behind a fast-growing logistics business that handles bulky, unpackaged, high-value goods. The company’s service model combines tech-enabled white-glove pickup and delivery with a hybrid delivery network, including both internal teams and external logistics partners. The role is based in New York/remote with hybrid onsite expectations at the Long Island City warehouse to support operations and team collaboration.

The business serves large and delicate items such as furniture, appliances, fitness equipment, and similar oversized goods. Its operating model depends on real-time coordination, scheduling, and routing across multiple markets, making scalability, consistency, and service quality central to the role. The Head of Operations reports to the CEO and co-founders and will help shape the operational backbone of a category-defining startup.

Strategy, planning, and business goals

• Set, own, and deliver operations OKRs, KPIs, vision, and company-wide operational goals.
• Create both near-term and long-range operations plans that support growth, market entry, and customer experience objectives.
• Work with leadership to keep operational priorities aligned with overall business strategy.
• Prepare, review, and present operational and financial performance data to the leadership team and the wider organization.
• Ensure compliance with all applicable regulations and statutory requirements in every operating market.

End-to-end operational ownership

• Oversee the full operations function, including in-house delivery teams, independent carriers, vendor partnerships, customer experience workflows, and related cross-functional processes.
• Decide when to expand internal capacity versus relying on third-party coverage as the business enters new markets and categories.
• Define and enforce service standards across internal and outsourced delivery operations to protect consistency and quality.
• Coordinate closely between logistics and customer experience teams so that pickup, delivery, and post-delivery support all meet the same service standard.
• Create and maintain standard operating procedures and best practices across all markets.
• Build, manage, and negotiate relationships with vendors, carriers, and logistics partners, including contract review and terms discussions.

Innovation, automation, and technology

• Promote the use of AI and automation to improve efficiency, lower costs, and strengthen the customer experience.
• Identify opportunities to automate workflows across scheduling, routing, dispatch, customer communication, and internal team operations.
• Partner with engineering and product teams to improve the systems and algorithms supporting the logistics network.
• Track new technologies and industry developments relevant to last-mile logistics, bulky-item handling, and marketplace operations, then bring useful ideas into the business.
• Build strong feedback loops so the team can quickly identify what is and is not working and act on it.

Performance, quality, and cost management

• Spot opportunities to improve operational performance while reducing cost and financial risk across the network.
• Design scalable workflows that support accurate, timely job completion across markets with different volumes, item types, and operational complexity.
• Develop monitoring processes and best practices that improve job quality, speed, and cost efficiency while keeping customer experience central.

Leadership and team development

• Lead with clarity and support so team members understand their contribution and feel connected to the broader mission.
• Hire, coach, develop, and retain high-performing teams across logistics, carrier operations, customer experience, and broader operations functions.
• Build a strong employee experience through hiring, learning and development, engagement, and retention initiatives.

Experience and fit

This is a senior leadership opportunity for someone who brings deep operational judgment, strong analytical ability, and comfort working in a fast-moving startup environment. The ideal candidate will have substantial experience in last-mile logistics, marketplace operations, or a similar high-growth setting, along with hands-on exposure to hybrid delivery networks and customer experience operations. A strong interest in emerging tools, including AI, is important, as is the ability to manage multiple high-impact priorities and communicate effectively across all levels of the organization.

Work location and structure

The position can be remote or based in New York, but it requires hybrid onsite presence in New York City, specifically at the Long Island City warehouse, to support operational initiatives and teamwork.