Head of Operations

Job Title: Head of Operations

What You'll Own

Operations & Financial Management

Own the operating budget across all locations and channels. Manage spend against targets and flag variances before they become problems.
Build and maintain financial dashboards and reporting for leadership — revenue by channel, gross margin, expense tracking, and cash flow visibility.
Lead forecasting and planning processes. The business should never be surprised by a number.
Manage all vendor and subcontractor relationships — including reviewing scope, negotiating terms, and ensuring every dollar of outside spend is justified.
Manage legal and compliance engagements to defined budgets and timelines.
Identify and execute cost optimization opportunities across the business. You will be measured on margin improvement and operational efficiency, not just activity.

Inventory, Supply Chain & Fulfillment

Own inventory management and allocation across e-commerce, two retail stores, and wholesale.
Build and improve demand forecasting and purchasing processes to reduce stockouts and excess inventory.
Manage production scheduling and vendor relationships across raw materials, finished goods, packaging, and freight.
Drive fulfillment performance — speed, accuracy, return processing, and shipping cost optimization.
Reduce production backlogs and improve delivery timelines while honoring the handmade nature of the product.

Multi-Location Retail Operations

Lead operational integration between Orchard Street and Madison Avenue — inventory systems, staffing models, reporting, and SOPs.
Support omni-channel capabilities (ship-from-store, BOPIS) and ensure real-time inventory accuracy across channels.
Develop standardized training programs, operational manuals, and processes that allow each store to deliver the full brand experience — community events, Charmacie, bead nights, the custom pet program — consistently and at a high standard.
Manage retail operational budgets and report on store-level profitability.

Systems & Infrastructure

Lead implementation and optimization of operational systems: inventory management, merchandising platforms, financial tools, POS integration, and clienteling.
You'll be choosing, implementing, and maintaining the tools — not managing an IT team. Comfort with Shopify, modern inventory systems, and financial tools is essential.
Ensure data flows cleanly between systems so that leadership has a single source of truth.

Customer Experience

Identify and resolve operational friction in the customer journey — online and in-store.
Partner with customer care to reduce inquiry volume through upstream operational fixes (shipping visibility, order accuracy, return process).

People & Team Leadership

Manage a small team across retail and operations. You'll own scheduling, performance reviews, coaching, and day-to-day team leadership.
Partner with the Founder on hiring decisions, org design, and team structure as the company grows.
Lead onboarding and training for new hires.
Handle employee relations matters directly and with care — including difficult conversations when needed.
Foster a culture that is people-first, clear in expectations, and genuinely enjoyable to be part of.

Who You Are

7–12 years of experience in operations, supply chain, or retail/e-commerce management at a consumer brand. You've built operational infrastructure, not just managed existing systems.
You've worked at a company in the $2–10M revenue range and understand what it means to wear every hat. This isn't a big-company job with narrow lanes.
Deep knowledge of inventory management, fulfillment, and logistics — you've managed vendor relationships, negotiated contracts, and optimized supply chains.
Financially literate. You can read a P&L, manage a budget, spot a margin problem, and build a forecast. You don't need a finance team to tell you what the numbers mean.
Experience with Shopify and modern e-commerce/retail systems.
You've managed people and you're good at it — direct, caring, clear. You give honest feedback and create an environment where people do their best work.
You love creative, founder-led brands. You understand that the founder's vision is the product, and your job is to build the operational foundation that lets that vision scale.
You're energized by building from scratch. Ambiguity doesn't paralyze you — it motivates you.

Salary $ 150,000- $175,000

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