Senior Operations Manager

Senior Operations Manager

Our client, a fast-growing eCommerce company in the Patient Care space, with a strong presence in the Home Medical Equipment (HME) and Durable Medical Equipment (DME) niche, is seeking a highly driven, execution-focused professional to fill an immediate full-time remote Senior Operations Manager opening.

As the Senior Operations Manager, you are the company's logistics engine owning and driving end-to-end execution across suppliers, freight, inventory, and fulfillment. You don't just manage operations you obsess over them. Every shipment is tracked, every forwarder is held accountable, and every purchase order is placed with full awareness of its financial impact.

You lead by doing raising the execution bar of the team through hands-on involvement, system building, and continuous improvement. You actively leverage AI, not as a tool, but as a core operational layer building systems, automations, and workflows that improve visibility, accuracy, and decision-making.

This is not a role for someone who wants to maintain what exists. It is for someone hungry to improve, optimize, and prove they can operate at a high-performance level.

The company is a purpose-driven provider of Patient Care products dedicated to improving the lives of patients and caregivers. With thousands of positive reviews and a globally distributed team, the company focuses on creating practical, well-designed solutions that address real-world caregiving needs.

Customer obsession is at the core of the company's culture, guiding decision-making and product development. The mission is to enhance well-being through thoughtful design and continuous feedback loops, while the vision is to empower patients and caregivers through innovative and accessible products. The company fosters a supportive, high-performance environment that values ownership, growth, and meaningful contribution.

Key Responsibilities

• Maintain live pipeline visibility at all times including China warehouse status, vessels in transit (ETD/ETA), and inventory received stateside. The pipeline never surprises the business.
• Deliver month-end inventory snapshots and quarter-end reconciliations to finance without being asked.
• Ensure AI systems automatically flag anomalies across the pipeline (delays, mismatches, risks).
• Ensure 100% on-time product launches, QC pass rate >98% on first inspection, and On Time In Full (OTIF) >95% by Month 6.
• Maintain >98% in-stock rate on top revenue SKUs, aged inventory <8% of total units, and drive inventory turns toward 58x annually.
• Secure a minimum of 3 freight quotes per booking and ensure no forwarder is retained without performance data (ETD accuracy, delays, cost benchmarks).
• Maintain and update a rolling 12-week supply plan, with AI-driven risk detection and reorder triggers before stockouts occur.

• Maintain a standing financial analysis for every active supplier including cash flow impact, landed cost, and MOQ trade-offs continuously updated via AI-powered tools.
• Ensure no purchase order is committed to excess inventory without documented financial justification.
• Track landed cost against target COGS on every order.
• Deliver a monthly operations cost summary (freight, duty, storage, COGS trends) compiled and formatted automatically via AI tools.
• Ensure 100% application of Nairobi Protocol and all applicable duty exemptions.
• Build and maintain an AI system that verifies HS codes and eligibility before every freight booking zero exceptions.

• Conduct a full operational audit within the first 60 days, clearly identifying what is working, broken, missing, and where AI can enhance execution.
• First 30 days are dedicated to learning, not restructuring, followed by a prioritized improvement roadmap presented to the Head of Operations.
• Ensure all SOPs are documented, tested, live in Asana, and followed without supervision.
• Audit every SOP for AI acceleration opportunities.
• Build and implement at least 2 AI-powered tools within the first 6 months, and document and hand them off as repeatable team processes.
• Ensure SOPs are reviewed quarterly and continuously optimized.

• Ensure all supply planning accounts for total demand across all channels (Amazon, DTC, wholesale, and emerging channels) no decision is made without a full demand picture.
• Maintain an AI-powered demand model that continuously updates forecasts and surfaces risks.
• Ensure DTC and Amazon inventory pools never compete for the same units, with AI monitoring stock levels and reorder thresholds.
• Own DTC fulfillment performance end-to-end cost, lead time, and service level escalating issues with proposed solutions before customer impact.

• Assess all team members within the first 30 days, identifying strengths, gaps, and development needs.
• Define clear ownership and weekly KPIs for each team member, ensuring accountability and independent execution.
• Address performance gaps within 7 days no prolonged underperformance.
• Ensure no team member requires daily oversight on core responsibilities.
• Coach the team on financial awareness and AI adoption, ensuring each team member delivers at least one AI-driven workflow improvement within the first 6 months.

Qualifications

• 3+ years of hands-on experience managing Amazon FBA operations, including shipment creation, AWD, inventory management, and compliance.
• Proven experience managing overseas suppliers (preferably China), booking freight with multiple forwarders, and handling customs and duty optimization.
• Strong experience managing inventory across multiple fulfillment channels, with a track record of maintaining high in-stock rates and controlling aged inventory.
• Experience leading and managing a team (minimum 2 direct reports), with clear evidence of accountability and performance management.
• Proven experience building, following, and improving SOPs and operational processes.
• Hands-on experience building AI tools, automations, or workflows is strongly preferred.

Core Competencies & Values

• Attention to detail: does not let important details slip through the cracks or derail a project.
• Commitment (Work ethic): possesses a strong willingness to work hard and sometimes long hours to get the job done.
• Consistency (Persistency): demonstrates tenacity and willingness to go the distance to get something done.
• Growth (Growth mindset): continuously seeks to learn, improve, and grow.
• Problem solver (Proactivity): acts without being told what to do and brings new ideas.
• Trust (Honesty/integrity): operates with transparency and high ethical standards.

Leadership Competencies

• Efficiency: builds systems that maximize output and eliminate wasted effort.
• Analytical skills: applies financial thinking to every operational decision.
• Organization & Planning: manages multiple complex workflows without failure.
• Calm under pressure: maintains performance and clarity in high-stress situations.
• High standards: operates with a zero-error mindset on execution and reporting.
• Enthusiasm: brings energy and passion for logistics, AI, and operational excellence.

What We Offer

• Full-time remote position in a rapidly growing international company.
• Direct ownership of critical operations and supply chain performance.
• High impact role with significant autonomy and decision-making power.
• A performance-driven and feedback-oriented culture.
• Competitive compensation based on experience.
• Annual fully sponsored company trips.
• Quarterly performance-based bonuses.
• Paid Time Off: Local public holidays plus two weeks of paid vacation annually.
• Long-term growth opportunities aligned with company expansion.

This is an excellent opportunity for an operations leader who thrives in high-performance environments, combines analytical thinking with execution excellence, and is driven by ownership, accountability, and continuous optimization.