DTC Operations Lead

Job description

The DTC Operations Lead owns day-to-day and strategic execution for direct-to-consumer fulfillment operations, ensuring orders are delivered on time, in full, and at target cost while maintaining high customer experience. This role drives cross-functional alignment across 3PL/warehouses, transportation carriers, planning, customer support, finance, and product/commerce teams, and is accountable for operational performance, continuous improvement, and scalable process design. Responsibilities: Own Direct to Consumer operational performance across order lifecycle (order release → pick/pack/ship → last mile → returns), including service, cost, and quality outcomes - Set and manage key performance indicators & yearly objective and key results(e.g., OTIF, ship-on-time, cycle time, cancellation rate, damages, returns processing time, cost per order) and lead business reviews with internal and external partners - Lead issue resolution and escalation management for customer-impacting events (backlogs, carrier disruptions, inventory/slotting constraints, system outages), including root-cause analysis and corrective actions - Drive continuous improvement using Lean/Six Sigma-style approaches...