Head of Account Operations

eko is an innovative e-commerce startup dedicated to empowering brands to create, display, and optimize their video assets across digital platforms.

Thanks to our groundbreaking partnership with major retailers, and our ability to demonstrably increase e-commerce sales, we recently broke ground on a new facility focused on processing, capturing, and delivering data & media for millions of unique products annually.

Our first-of-its-kind facility opened this summer in Northwest Arkansas and will scale to hundreds of employees by the end of 2025.

As we embark on our next phase of expansion, we are seeking visionary leaders who thrive in dynamic, "figure-it-out-as-we-go" environments and are eager to grow with us.

As the Head of Account Operations, you will lead a team responsible for managing post-sale client execution and experience. You will be the strategic and operational owner of the client delivery function, overseeing onboarding, 3PL coordination, asset capture, data accuracy, and daily delivery across all retail and direct-to-consumer partners.

This role requires a mix of operational leadership, cross-functional collaboration, and vendor management expertise. You will build scalable systems, define KPIs, mentor a growing team, and drive operational excellence from onboarding through fulfillment.

What you will do:

• Own the full post-sale client operations function across all retail and direct-to-consumer accounts, ensuring high-quality delivery and service
• Oversee third-party logistics partnerships, including contract negotiation, service-level definition, performance management, and escalation
• Drive alignment between internal and 3PL workflows for receiving, inventory management, order fulfillment, returns, and reverse logistics
• Implement data integrations between internal systems and 3PL warehouse or transportation management platforms to maintain real-time visibility and accuracy
• Develop and standardize operational playbooks, workflows, and standard operating procedures for scalable delivery
• Define and track KPIs tied to client onboarding speed, fulfillment accuracy, data integrity, and issue resolution
• Educate clients on eko's systems and workflows, ensuring smooth onboarding and long-term adoption
• Lead continuous improvement initiatives with 3PL and internal teams to optimize cost, speed, and service
• Serve as the senior escalation point for client delivery issues and work cross-functionally to resolve blockers quickly
• Partner with Warehouse, Studio, and Product teams to improve quality, throughput, and consistency of delivery
• Support commercial efforts by identifying upsell opportunities and participating in quarterly business reviews and renewals

Our ideal candidate will have:

• 8-12 years of experience in operations, account management, or logistics within eCommerce, retail, or consumer brands
• At least 5 years of experience managing 3PL or external logistics partnerships, including performance improvement and service governance
• Strong leadership presence with a hands-on, collaborative management style
• Proven success leading large teams in high-growth or startup environments with evolving workflows
• Strong knowledge of warehouse and transportation management systems and experience with EDI or API data integrations
• Demonstrated ability to build scalable systems, dashboards, and reporting tools
• Strong analytical, communication, and negotiation skills
• A track record of driving cost savings and service-level improvements with 3PL providers
• Must be on-site five days per week in Northwest Arkansas. Relocation support is available for strong candidates

Why Join Us?

• Be part of something groundbreaking. This is an unparalleled opportunity to build the account operations function for a cutting-edge robotics studio at the forefront of innovation.
• Hyper-growth environment. You'll play a pivotal role in shaping a company that is scaling at an exceptional pace.

Benefits:

• Premium health insurance
• Mental Health and Wellness Resources
• Life and Disability Insurance
• HSA/FSA
• 12 Paid Holidays

Note: The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. This description in no way states or implies that these are the only duties to be performed by the employee occupying this position.

eko is proud to be an Equal Opportunity Employer. We believe our strength lies in the diversity of our people. We are committed to fostering an inclusive workplace that respects and celebrates individual backgrounds, perspectives, and contributions. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected status.