Operations Lead

Freckle is right-sizing technology, starting with a kids phone built for real-world adventure. We're gearing up for mass production. There is no ops org yet, no 3PL, no support stack, no MRP - this role will see to all of it. If you've spent years inheriting someone else's broken processes and wished you could have set them up right the first time, this is that job.

What you'll own

• Hardware cycles: partner with our Asia-based PM on build schedules, EVT/DVT/PVT gates, PO timing, and component lead times; own the US side of planning and escalation.
• Supply chain and inventory: demand forecasting, inventory planning, safety stock, and COGS tracking across the CM, component suppliers, and packaging. Build a forecast finance can plan cash against.
• Quality and returns: field failure tracking, RMA process, warranty policy, refurbishment, and the feedback loop back to engineering.
• Freight and logistics: ocean/air freight, customs brokerage, duties and tariff strategy, inbound to 3PL.
• Fulfillment and distribution: select and manage a 3PL, set SLAs, run pick/pack/ship, and stand up reverse logistics.
• Vendor management: contracts, negotiations, and performance tracking across CM, suppliers, 3PL, carriers, and software vendors.
• Internal tooling: work with our engineering lead to build lightweight internal tools for MRP, serial/IMEI traceability, fulfillment tracking, and order fulfillment activation data flow — in place of off-the-shelf ERP.
• Compliance and certification: own the calendar for FCC/PTCRB and COPPA considerations for a kids' device, and sales tax nexus.
• E-commerce infrastructure: storefront, checkout, payments, fraud, sales tax, and subscription billing.
• Customer experience infrastructure: help desk tooling, knowledge base, support tiers and SLAs, escalation paths to engineering, and the first support hires or outsourced team.
• Packaging and risk: packaging spec and supplier, retail-readiness (barcodes, master cartons), product liability and cargo insurance, single-source supplier risk map.

Who you are

• 5+ years in operations at a consumer company; you've shipped at least one physical product from first production run through steady state.
• Hands-on with Asian contract manufacturers and comfortable working across time zones (possible travel to Taiwan).
• Fluent in 3PL, freight forwarding, and customs; have set up or run an ecommerce + fulfillment stack end to end.
• Builder mentality - you'd rather spec a tool with an engineer than buy a bloated system, and you're fine doing the work before you manage it.
• Clear communicator