Director, Operations

About the Role

Book of the Month is seeking a Director of Operations to manage the end-to-end fulfillment journey for its customers. This role encompasses overseeing all systems, processes, and vendor partnerships involved from the moment an order is placed until the package arrives at the member's doorstep. This position is ideal for someone passionate about the convergence of e-commerce, technology, and operational processes, eager to learn and contribute in a fast-paced environment without excessive bureaucracy.

Key Responsibilities

• Oversee all procedures and decision logic within the proprietary Order Management System (OMS).
• Collaborate with product and engineering teams to define system enhancements, quality assure releases, and implement OMS improvements.
• Engage with Member Experience and Retention teams to align customer expectations with operational execution.
• Develop and maintain business intelligence and analytics tools to monitor and identify order processing issues or anomalies.
• Coordinate with product operations for proactive problem resolution to ensure member satisfaction.
• Manage the fulfillment workflow from order receipt at two fulfillment centers through delivery.
• Work closely with internal and third-party logistics partners to optimize routing and operations of shipments.
• Establish and monitor SLAs for fulfillment centers, collaborating with facility managers to boost efficiency and reduce costs.
• Negotiate and manage carrier agreements ensuring delivery quality, timeliness, and accuracy.
• Lead sourcing and procurement for non-book items, such as packaging and complimentary gift programs.
• Partner with demand planning teams to create accurate inventory forecasts.
• Continuously assess vendor relationships to optimize quality and cost-effectiveness.

Candidate Profile

• Holds at least a bachelor’s degree; education in a technical field like engineering is advantageous.
• Brings 8 or more years of substantial experience in operations and/or supply chain management within an e-commerce setting; other strong operational backgrounds will be considered.
• Experience directly with order management and fulfillment systems.
• History of working closely with engineering teams, adept at articulating requirements with an engineering mindset.
• Proficient in analytics and business intelligence, skilled in building dashboards and managing spreadsheet tools to track and resolve system issues.
• Strong customer-focused approach, translating operational decisions to meet member needs.
• Financially literate, comfortable with Excel and capable of basic operational modeling.
• Highly motivated, persistent, pragmatic, and committed to maintaining operational excellence.
• A passion for books and fiction is a considerable plus and aligns with company culture.

Compensation

The salary range for this position is between $150,000 and $200,000 annually.