• Own all daily operations across 3PL management, inbound logistics, outbound fulfillment, and customer support • Develop strategy and manage relationships, contract negotiations, KPIs, and accountability with third-party logistics partners, ensuring SLA adherence, accurate inventory management, and efficient order processing • Optimize inbound freight strategy to reduce costs and transit times from factories to 3PL, including scheduling, enhanced tracking, customs coordination, and proactive issue resolution • Lead outbound order flow and fulfillment planning, aligning with marketing calendars, inventory constraints, and volume forecasts • Partner with Supply Chain and Planning teams to ensure accurate inventory availability and readiness for product launches • Oversee customer support strategy, quality, staffing levels, and drive improvements to response time, CSAT, and first-contact resolution while maintaining a warm, empathetic, family-focused brand tone • Provide timely updates / escalation on potential product quality issues to Product Integrity / COO, including supporting data. Ongoing support on data and customer management whilst managing any customer incidents. Ongoing reporting of customer feedback on manufacturing defects including monthly quality reporting • Partner with Technology teams to implement tools such as AI chat assistants, workflow automation, ticket triage routing, and predictive analytics for demand-driven staffing • Build and standardize and scalable operational processes that reduce cost, error rate, and manual touchpoints to support company growth • Develop dashboards and analytics to track cost savings, operational efficiency, customer metrics, and 3PL performance while regularly reporting insights and performance risks to leadership • Lead cross-functional root-cause analysis when failures occur, ensuring sustainable corrective actions and stronger preventative systems • Partner cross-functionally with Product, Finance, Technology, and Marketing to support company initiatives • Manage operational budgets with a focus on identifying savings opportunities and eliminating inefficiencies across logistics, fulfillment, and customer support operations • Ensure compliance with regulatory, safety, and documentation requirements across logistics and fulfillment • Manage Duty Drawback process when applicable