Director of Operations

Role Overview

Blackmask is growing rapidly across Amazon, TikTok Shop, e-commerce, and several markets, and the business needs a senior operator to design and run the systems that keep everything moving. This position is focused on building structure around inventory, fulfillment, launches, expansion, customer experience, vendor coordination, and internal HR workflows.

This is a hands-on builder role for someone who can bring order to fast growth. You will work closely with leadership to convert ambitious expansion goals into dependable operating systems so the business can scale across products, channels, teams, and markets without losing control.

What You Will Own

The Director of Operations will oversee both the everyday and long-range operating engine of Blackmask. The role includes inventory planning, launch readiness, fulfillment performance, Amazon and TikTok Shop operations, customer experience workflows, vendor management, and internal people processes.

You will help ensure the company has the right stock levels, partner network, customer support standards, and internal processes in place to support aggressive growth.

Key Responsibilities

• Manage inventory planning across e-commerce, Amazon, TikTok Shop, and other sales channels.
• Create systems for forecasting, reorder timing, safety stock planning, and inventory visibility.
• Plan operations for product launches, restocks, bundles, promotions, and expansion into new markets.
• Coordinate with suppliers, manufacturers, freight partners, 3PLs, warehouses, and fulfillment providers.
• Oversee Amazon FBA and FBM inventory movement, inbound shipments, restock planning, and operational performance.
• Support TikTok Shop operations, including fulfillment requirements, inventory syncing, SLA tracking, and readiness for the channel.
• Develop playbooks for entering new markets, channels, warehouses, and distribution partnerships.
• Run customer experience operations, including support workflows, response standards, escalation handling, refund/replacement policies, and issue tracking.
• Spot recurring customer problems and convert CX feedback into process improvements.
• Build and maintain SOPs for operations, fulfillment, customer experience, inventory, launches, and internal workflows.
• Support HR-related processes such as onboarding, role documentation, accountability systems, performance tracking, and operating cadences.
• Prepare dashboards and reports covering inventory, fulfillment, CX performance, vendor performance, launch readiness, and operational risk.
• Improve fulfillment speed, order accuracy, shipping cost, storage cost, return handling, and margin impact.
• Partner with marketing, product, finance, customer experience, and leadership to keep launches and campaigns operationally ready.
• Design scalable systems that allow Blackmask to grow across products, teams, channels, and markets.

Who This Role Suits

You are an operator who combines structure, speed, and accountability. You know how to build from scratch, keep details under control, and stay focused on the bigger growth picture. You are proactive, organized, direct, and comfortable holding both teams and vendors accountable.

The ideal candidate is experienced in e-commerce, CPG, beauty, wellness, apparel, supplements, or another fast-growing consumer brand, and can work closely with founders and leadership while thinking like an owner.

Requirements

• At least 4 years of experience in operations, e-commerce operations, supply chain, logistics, customer experience operations, HR operations, or a similar function.
• Proven experience managing inventory across multiple sales channels.
• Hands-on experience working with 3PLs, fulfillment processes, suppliers, and logistics partners.
• Background in Amazon operations, including FBA, FBM, inbound shipments, and inventory planning.
• Solid understanding of customer experience workflows, support standards, and escalation management.
• Experience creating SOPs, dashboards, internal processes, and accountability frameworks.
• Strong spreadsheet, reporting, and project management capabilities.
• Ability to coordinate multiple vendors, channels, projects, and deadlines at the same time.
• Strong communication skills and the ability to lead across functions.

Preferred Qualifications

• Experience with TikTok Shop operations.
• Familiarity with Shopify, Gorgias or Zendesk, Amazon Seller Central, inventory tools, ERP platforms, or 3PL systems.
• Exposure to hiring, onboarding, performance reviews, or HR operations.
• Experience supporting expansion into new markets or sales channels.
• Background in beauty, skincare, personal care, wellness, supplements, apparel, or consumer packaged goods.
• Experience using AI tools, automation, dashboards, or demand planning systems.

Success Milestones

In the first 90 days: You will review the current state of operations, inventory, fulfillment, customer experience, and internal processes; create clear SOPs for critical workflows; improve visibility into stock, fulfillment, support tickets, vendor timelines, and launch readiness; strengthen inventory planning and reorder processes; identify key operational risks; and create a launch operations checklist for new products, restocks, bundles, and campaigns.

Within 6 to 12 months: You will help reduce stockouts, overstock, fulfillment problems, and recurring customer issues; improve fulfillment reliability, order accuracy, and customer response quality; build scalable systems for launches and expansion; strengthen vendor, 3PL, Amazon, TikTok Shop, and e-commerce operations; create internal HR and accountability processes that support scaling; and provide leadership with a clear operating system for aggressive growth.

Additional Information

This is a full-time, onsite position based in the United States.