Director of Operations

Brick Executive Search working exclusively with a NYC based luxury , active apparel company to place a Director of Operations/Production & Customer Service. About the Role Our client is hiring a Director of Operations & Customer Service to build and lead the full operational engine of our pre-launch luxury direct-to-consumer brand. You will own the process from product shipment through customer delivery — managing supply chain, logistics, and luxury level customer service. This role is ideal for a highly organized, detail-driven operator who can build systems, manage vendors, and ensure a seamless customer experience. You will work closely with the CEO / CPO and Production to establish processes that reflect the precision and standards of a modern luxury/performance brand. Key Responsibilities Operations, Fulfillment & Logistics Build operational systems (order flow, inventory, returns, 3PL processes) from the Select and manage 3PL, packaging and logistics partners. Oversee daily warehouse operations: receiving, picking, packing, shipping. Create SOPs for all operational workflows. Optimize shipping costs, delivery timelines, and packaging efficiency. Resolve fulfillment exceptions and delivery issues. Own / Update / Maintain and enforce the Brand Manual & Production guidelines. Ensure labeling, packaging, and compliance standards across all SKUs Customer Service Own all customer service channels and ensure fast, brand-aligned communication. Manage inquiries for orders, returns, product questions, and escalations. Build scalable systems: templates, tagging, macros, FAQs. Identify feedback trends and implement process improvements. Priority : Oversee return/exchange workflows (reverse logistics). Data & Reporting Track and report KPIs: order accuracy, fulfillment speed, inventory turnover, COGS. Analyze sales trends to support planning, pricing, and promotions. Provide insights to leadership on operational performance. Manage Shopify, ERP, 3PL, customer service tools, and accounting integrations. Identify and implement new systems as the brand scales. 3PL / Compliance, Quality & Risk Ensure supplier compliance and product standards. Create contingency plans for supply chain disruptions. Oversee warehouse compliance and quality control. Oversee product quality standards Product / Compliance, Quality & Risk Establish and enforce product quality control standards. Conduct factory, vendor, and product inspections to ensure compliance with quality specifications and brand standards. Identify, track, and resolve product defects through corrective action plans and continuous quality improvement processes. Develop and maintain quality assurance procedures, testing protocols, and SOPs to reduce inconsistencies and returns. Analyze customer returns, defect reports and production data to improve product quality and manufacturing performance. Partner with Supply Chain & Inventory Assist with forecast demand and plan buys. Assist with maintaining optimal inventory levels and prevent stockouts/overstocks. Manage all logistics partners. Hire, mentor, and develop future team members across operations, and customer service. Establish clear performance standards and drive continuous improvement.Y You Bring 8–12+ years of experience in production, operations, or supply chain Hands-on experience with Shopify, ERPs, 3PL platforms (ShipBob, Ryder), and Proven ability to build systems and processes in early-stage environments. Strong attention… #J-18808-Ljbffr Brick Executive Search