Customer Head of Operations - Logistics and Warehousing

Overview

As the Customer Head of Operations at ShipCalm, you will be responsible for ensuring operational excellence across a group of small to medium-sized brand clients. Reporting directly to the Head of Brand Operations, you act as the main advocate and performance leader for your portfolio, overseeing key areas such as fulfillment, inventory management, returns processing, system integrations, and overall customer experience.

This role demands hands-on involvement across multiple functions, requiring strong problem-solving skills, strategic alignment capabilities, and effective communication. You will serve as the bridge between internal teams—including Warehouse (3PL), Technology, Accounting, and Brand Operations—facilitating rapid resolution of issues and translating client objectives into actionable execution plans. The mission is to position clients for sustainable long-term success.

ShipCalm is an innovative 3PO (third-party operations) partner redefining outsourced logistics by integrating deeply with brand operations to address challenges beyond shipping, encompassing all upstream and downstream complexities.

Key Responsibilities

• Take ownership of operational outcomes and deliver exceptional service for your assigned brand accounts.
• Serve as the primary point of escalation internally and externally.
• Drive client growth by improving KPIs such as the CalmScore™ metric.
• Translate client goals into clear operational strategies and detailed execution plans.
• Lead regular client meetings and performance reviews (including L10 meetings, daily check-ins, and quarterly business reviews).
• Guide clients during onboarding and continually update documentation and standard operating procedures (SOPs).
• Collaborate closely with cross-functional teams to address operational breakdowns, manage exceptions, and align efforts.
• Manage and resolve exceptions, claims, tickets, and escalated projects with cross-team coordination.
• Monitor communication channels (email inboxes, Slack, CRM) to assure timely, accurate responses and issue routing.
• Log and track client issues using platforms like QuickCalm™ and RightCalm™, maintaining clear documentation.
• Perform operational tasks including order adjustments, returns processing, tagging, and special project support as needed.
• Deliver routine client-facing reports and snapshots of operational performance.
• Maintain and contribute to client-specific workflow documentation, SOPs, and operational guidelines.
• Support the Account Support team through mentoring and reinforcing best practices.
• Assist with onboarding new accounts through data gathering, system setup, and process training to ensure alignment.
• Work closely with Warehouse Operations, Technology, and other departments to resolve service gaps and ensure smooth operations.
• Communicate proactively with clients about operational issues such as shipping errors, job orders, and updates.
• Maintain expert knowledge of ShipCalm systems, services, and best practices to provide sound client guidance.
• Participate in internal team meetings, contribute to company initiatives, and support continuous improvement and administrative tasks.

Qualifications and Skills

• Minimum of 4 years' experience in logistics, fulfillment, supply chain, or direct-to-consumer (DTC) operations or account management; practical warehouse operations experience is preferred.
• Proven ability to manage client relationships effectively while coordinating internal cross-functional teams.
• Education: At least a high school diploma or equivalent required; bachelor’s degree in supply chain, logistics, business, or related discipline preferred.
• Strong analytical skills with comfort using dashboards, KPIs, and operational reporting to drive decision-making and improvements.
• Excellent communication skills, capable of clear and empathetic interaction via Slack, email, Zoom, and in-person meetings; adept at simplifying complex issues and guiding challenging discussions.
• Ability to manage multiple client accounts and shift priorities quickly in a fast-paced work environment.
• Operational and technical knowledge including familiarity with warehouse management systems (WMS), order management systems (OMS), electronic data interchange (EDI), Shopify, ERP, and e-commerce tools; proficiency with Google Workspace, Slack, and project management software such as ClickUp.
• Demonstrated leadership and collaboration skills with success leading cross-functional projects.
• Detail-oriented problem solver with a proactive approach and strong sense of ownership in issue resolution.

Physical and Work Environment Requirements

• Ability to work seated or standing for eight or more hours daily.
• Capability to lift and carry objects weighing up to 25 pounds.
• Physical motions including bending, kneeling, squatting, twisting, and leaning are occasionally required to handle materials.
• Frequent use of computer peripherals including keyboard, mouse, and calculator, and viewing screens.
• Regular use of telephone and virtual communication tools including webcams.

Work Schedule and Location

• The position is full-time, Monday through Friday from 8:00 AM to 4:30 PM Eastern Time, with possible changes depending on business needs.
• The job is based onsite at 8377 E Camby Road #194, Plainfield, Indiana 46168; remote work is not permitted for this role.

Compensation and Benefits

• Hourly wage ranges from $20 to $25 per hour depending on experience.
• Comprehensive benefits package including Medical, Dental, Vision, 401(k), Life Insurance, Accident coverage, Employee Assistance Program (EAP), Paid Time Off (PTO), holidays, and sick leave.

Additional Information

ShipCalm participates in the E-Verify program to confirm eligibility to work in the United States and will provide required documentation to the federal government accordingly.