Senior Director, Logistics & Customer Experience

Job Purpose Reporting to the Chief Business Operations Officer and working closely with all Operations teams and Finance, Sales, Product Management, and the supply chain external vendors, the Senior Director, Logistics & Customer Experience will play a key leadership role that integrates Great Minds' customer support operations with its end-to-end supply chain and logistics functions. This role will be responsible for ensuring a cohesive, responsive, and efficient experience across the customer journey—from inbound inquiries to product delivery—by aligning warehouse operations, fulfillment strategies, and customer support service models. This leader will oversee all aspects of customer support and logistics strategy, with an emphasis on operational excellence, cross‑functional collaboration, and innovative technology solutions such as AI agents to improve support responsiveness and efficiency. Responsibilities Supply Chain and Logistics Management: Lead warehouse operations, logistics planning, and inventory management across all fulfillment centers. Develop supply chain strategies and implement tools and systems that improve forecasting, inventory turnover, service levels, and cost efficiency. Align logistics planning with product launch schedules and sales cycles to ensure timely product availability and fulfillment. Oversee route‑to‑market strategy and warehouse footprint optimization initiatives. Vendor Management and Strategic Partnerships: Serve as the primary relationship manager for third‑party logistics and warehouse vendors. Conduct regular business reviews and maintain an active on‑site presence to evaluate performance and operational alignment. Lead all contractual negotiations with external partners, ensuring that service level agreements (SLAs), quality standards, and cost targets are met or exceeded. Monitor vendor KPIs and drive accountability for continuous improvement in financial and operational performance. Customer Experience Leadership: Provide strategic oversight of the Customer Support Team (CST), ensuring exceptional service across all customer touchpoints. Prioritize and manage inbound support requests, with a focus on resolving issues related to logistics (e.g., shipping delays, damaged or missing materials). Champion the implementation of AI tools to enhance support capabilities, improve efficiency, and reduce response times. Monitor service metrics and drive continuous improvement based on customer feedback and data analysis. AI Strategy and Innovation: Guide and support the development and deployment of AI agents for customer support automation. Evaluate and iterate on AI use cases that streamline service delivery and reduce repetitive tasks. Team and Stakeholder Leadership: Provide direction and support to customer experience and logistics teams, setting clear goals and expectations. Foster a collaborative, customer‑focused culture centered on accountability and performance. Serve as a key liaison between internal stakeholders and operational teams to ensure alignment across business units. Financial Oversight: Develop and manage budgets for logistics operations and customer support services. Partner with Finance to track spending, forecasts, and ROI for strategic initiatives. Establish performance targets and KPIs to measure cost‑effectiveness and service quality. Qualifications 10 years of experience in logistics, supply chain, or customer operations, including leadership of cross‑functional teams 5+ years of management experience Experience implementing AI, automation, or technology‐based solutions in customer service settings Demonstrated success managing external vendors, including conducting business reviews, negotiating contracts, and ensuring operational alignment Strong leadership skills with the ability to manage through complexity and change Excellent analytical, negotiation, and communication skills Required Education Bachelor's degree in Supply Chain, Logistics, Business, or a related field Status Full time, permanent Location Remote, but will require frequent travel to sites, specifically in Cincinnati, OH. Salary The expected base salary range for this position is $191,000-$203,000, however the offered salary may be higher or lower than the above range dependent on numerous factors including, but not limited to location, work experience, skills and internal equity considerations. The base salary is not inclusive of benefits or other incentives. Background Check New employees will be required to successfully complete a background check. Equal Opportunity Employer Great Minds is an equal opportunity employer. We will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation, and gender identity), national origin, disability, age, genetic information, or any other status protected under applicable federal, state, or local laws. Our policy reflects and affirms the organization’s commitment to the principles of fair employment and the elimination of all discriminatory practices. #J-18808-Ljbffr Great Minds