Director of Operations

Overview

The Director of Operations is responsible for leading the centralized Wilmer distribution and fulfillment facility, driving operational excellence across inbound, outbound, inventory, and customer service functions. This role oversees day-to-day operations while developing and executing strategies that improve efficiency, scalability, and service levels across both retail and e-commerce channels. This leader will play a critical role in consolidating multiple warehouse operations into one high-performing facility, ensuring alignment with company goals, and building a strong, accountable team. The Director of Operations partners cross-functionally with Distribution, E-commerce, Merchandising, IT, and Store Operations to deliver seamless product flow and exceptional customer experience.

Duties and Responsibilities

• Support the company culture and drive the Mission, Vision, Values and Brand
• Lead all daily operations within the Wilmer distribution center, including receiving, inventory management, fulfillment, shipping, and returns.
• Oversee consolidation of multiple warehouse operations into a single, centralized facility, ensuring minimal disruption and strong execution.
• Drive operational performance by monitoring KPIs such as order accuracy, fulfillment speed, inventory accuracy, and labor productivity.
• Develop and implement processes to improve efficiency, reduce costs, and enhance service levels across retail and e-commerce channels.
• Lead, coach, and develop a team of managers and supervisors, building a strong leadership pipeline and promoting internal growth.
• Partner with Customer Service leadership to ensure alignment between fulfillment operations and customer experience outcomes.
• Collaborate with cross-functional teams including E-commerce, Merchandising, IT, and Store Operations to resolve issues and improve workflows.
• Oversee inventory control processes including cycle counts, audits, shrinkage prevention, and system accuracy.
• Ensure compliance with safety standards, company policies, and operational procedures.
• Manage labor planning, staffing, and scheduling to meet business demands, including peak seasons and special events.
• Support budgeting and cost control initiatives, including labor, freight, and operational expenses.
• Identify and implement continuous improvement initiatives, including automation, system enhancements, and workflow optimization.
• Maintain strong relationships with vendors, carriers, and third-party partners.
• Provide regular reporting and updates to senior leadership on operational performance, risks, and opportunities.

Qualifications and Requirements

• 7+ years of experience in warehouse, distribution, or fulfillment operations, with at least 3+ years in a leadership role.
• Experience managing high-volume distribution centers or fulfillment operations.
• Strong understanding of inventory control, logistics, and warehouse management systems (WMS/OMS).
• Proven ability to lead teams, manage performance, and develop talent in a fast-paced environment.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to manage multiple priorities and adapt to changing business needs.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite, particularly Excel.
• Ability to work flexible schedules, including extended hours during peak seasons.
• Experience with ERP systems and outbound shipping platforms.

Preferred Skills

• Experience supporting both retail store distribution and e-commerce fulfillment operations.
• Experience with warehouse consolidation or new facility startups.
• Familiarity with automation, process improvement, or lean methodologies.
• Experience managing large teams in a centralized distribution environment.
• Bachelor’s degree in Supply Chain, Logistics, Business, or related field preferred.