Director of Operations

About Plug

Plug is one of the fastest-growing ecommerce companies in St. Louis, backed by multiple Fortune 500 partners. We sell certified pre-owned smartphones, tablets, laptops, smartwatches, and accessories: a smarter, more affordable, and more sustainable alternative to buying new.

With 8M+ followers across TikTok, Instagram, and YouTube, we have built one of the largest and most engaged communities in tech. New York Times Wirecutter Best Experience. Responsible Recycler certified. Over one million pounds of e-waste diverted. We are not just a brand. We are a movement, and we are just getting started.

How We Work

Plug runs on ownership. We move fast, expect a lot, and give people the autonomy to match. No politics. No hand-holding. No ambiguity about what winning looks like. Every person here operates with a founder mindset: clear on the goal, accountable for the outcome, proud of the work.

If you want a front-row seat to building something that matters, this is the place. If you want a job where someone tells you exactly what to do every day, this isn't it.

The Role

Plug is at an inflection point. The brand is built. The market presence is real. Now we need the operational leadership to match the scale we're moving toward.

The Director of Operations owns everything from the moment a product arrives at our warehouse to the moment it ships to a customer: receiving, multi-point diagnostic inspection, grading, kitting in branded packaging, D2C and wholesale fulfillment, shipping, returns, and reverse logistics. You will lead a 30+ person team including warehouse technicians, shipping staff, quality inspectors, a CX team, and an inventory manager.

We are not looking for a manager. We are looking for a builder who knows how to run something.

What You'll Own

• Own the full operation: receiving → diagnostic → grading → kitting → fulfillment → shipping → returns.
• Lead a 30+ person team across warehouse, shipping, QA, CX, and inventory.
• Set and manage SLAs for processing time, shipping accuracy, and fulfillment speed.
• Own cost per order and drive it down through process improvement.
• Manage staffing levels, scheduling, and labor cost against volume.
• Redesign warehouse workflows for intake, grading, testing, kitting, packaging.
• Own throughput metrics: units processed/day, units shipped/day, error rates, shrinkage.
• Manage RMA and returns end-to-end including disposition decisions.
• Negotiate shipping vendor contracts and rates.
• Build SOPs for every warehouse and ops function from scratch.
• Maintain R2 certification compliance and inventory accuracy.
• Plan warehouse capacity as volume grows across all channels.
• Partner with IT on ERP, scanning, and inventory tracking improvements.
• Report weekly on throughput, error rates, accuracy, fulfillment cost, SLA compliance.

What You Need

• 5+ years in operations or warehouse management with direct team leadership.
• Experience managing 30+ people including hourly workers.
• Track record building SOPs and scaling operations from the ground up.
• Ecommerce fulfillment, electronics, or logistics background.
• Manage by metrics: cost per order, throughput, error rate, SLA compliance.
• NetSuite or comparable ERP/WMS experience.
• Process design fluency: comfortable building what doesn't exist yet.

Strong Advantage

• Consumer electronics, reverse logistics, or CPO space.
• Track record minimizing cost per unit across multi-step processing.
• Drop-ship or partner fulfillment experience.

You'll Hate This Job If…

• You manage from a desk and not from the floor.
• You think 'building SOPs from scratch' sounds like grunt work.

The Bottom Line

This is a rare seat at a high-growth brand at the exact moment when operational excellence becomes the difference between good and great. Real ownership over how the business runs, decisions you can see in the numbers every day.

Equal Opportunity

Plug is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.