Head of Operations & Customer Success
ProspectBlue
Job Description
Head of Operations & Customer Success
ProspectBlue is partnering with a consumer products company on the hire of a Head of Operations & Customer Success. Reporting to executive leadership, the role leads operations and logistics and provides strategic oversight of Customer Success. It suits an operations leader who wants full ownership of the function at a growing brand.
What You’ll Do
- Own third-party fulfillment relationships and performance, including shipping, inventory movement, service levels and issue resolution
- Manage manufacturer and supplier relationships, covering quality, production timelines, pricing and availability
- Lead inventory forecasting, demand planning, purchase orders and replenishment
- Oversee freight, warehousing and packaging, and partner with Finance on product, freight and fulfillment costs
- Manage the e-commerce and customer support platforms that run the business
- Set KPIs and service levels for outsourced partners, and decide what stays in-house versus what is outsourced
- Provide strategic leadership of Customer Success, owning response and resolution times, customer satisfaction and recurring issues
- Use customer feedback and support trends to find root causes and fix them upstream
- Identify and implement AI, automation and workflow improvements across Operations and Customer Success
- Report operational and customer insights to the executive team
What You Bring
- Proven experience leading e-commerce operations, with a strong understanding of customer experience
- Experience managing 3PL, manufacturing, logistics and outsourced service providers
- Strong analytical skills and a track record of turning operational and customer data into decisions
- Demonstrated ability to audit systems and supply chains, find bottlenecks and implement solutions that save time and money
- Experience building processes and standards in a fast-paced environment
- Experience using AI, automation or technology to improve efficiency and scalability
- Strong leadership and communication skills across teams and external partners
Vacancy posted 2 days ago
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