Director of Operations

We're looking for a Director of Operations to lead a client's operations and digital fulfillment function as they scale. You'll oversee a distributed team split between the US and Mexico, ensuring smooth day-to-day execution while building the processes and systems that let us grow efficiently. This is a hands-on leadership role at a ~40-person company, ideal for someone who thrives on both strategic planning and getting into the details.

What You'll Do

• Lead and develop the operations/fulfillment team across US and Mexico locations, including hiring, coaching, and performance management
• Own end-to-end operational performance: fulfillment speed, accuracy, cost efficiency, and quality
• Design and implement scalable processes, workflows, and SOPs that work across both teams and time zones
• Partner with cross-functional leaders (sales, customer support, finance) to align operations with company goals
• Build and monitor KPIs/dashboards to track team and operational performance
• Manage vendor relationships as needed
• Navigate cross-border/cross-cultural team dynamics, including coordination across US and Mexico labor practices, holidays, and communication norms
• Identify bottlenecks and drive continuous improvement initiatives

What We're Looking For

• 5+ years in operations leadership, ideally including digital fulfillment, e-commerce, or call center
• Experience managing distributed or cross-border teams (US/Mexico experience a plus)
• Strong track record of building processes from scratch in a fast-growing environment
• Excellent communication skills and comfort operating with ambiguity at a smaller company
• Data-driven decision-making style paired with strong people leadership instincts