Director of Logistics & Customer Operations

Director of Logistics & Customer Operations

The Director, Logistics and Customer Operations is responsible for leading and optimizing the logistics and end‑to‑end customer operations. This role ensures seamless order fulfillment, delivery, and post‑sale support, driving customer satisfaction and operational efficiency. The Director collaborates cross‑functionally with sales, supply chain, IT, and finance teams to deliver best‑in‑class service and logistics solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Direct logistics operations including warehousing, transportation, and distribution.
• Optimize logistics networks to ensure timely and cost‑effective delivery of products.
• Manage relationships with third‑party logistics providers and carriers.
• Ensure compliance with all regulatory requirements related to transportation and warehousing.
• Implement best practices in inventory management, shipping, and receiving.

• Oversee all aspects of customer service, order management, and fulfillment processes.
• Develop and implement strategies to enhance customer experience and satisfaction.
• Manage Customer Specialist team and ensure high performance and engagement.
• Establish and monitor key performance indicators (KPIs) for customer operations.
• Resolve escalated customer issues and complaints promptly and effectively.

• Lead continuous improvement initiatives to streamline operations and reduce costs.
• Analyze operational data to identify trends, inefficiencies, and opportunities for improvement.
• Develop and execute logistics and customer operations strategies aligned with business goals.
• Drive digital transformation and automation projects within customer operations and logistics.
• Build, coach, and develop a high‑performing operations and logistics team.
• Collaborate with sales, supply chain, IT, and finance to support business objectives.
• Communicate effectively with senior leadership, providing regular updates on performance and initiatives.

• Develop and manage budgets for customer operations and logistics departments.
• Monitor expenses and implement cost‑control measures.
• Negotiate contracts with logistics providers and vendors.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in Business, Supply Chain Management, Logistics, or related field (Master’s preferred).
• 8+ years of experience in customer operations, logistics, or supply chain management, with at least 3 years in a leadership role.
• Strong understanding of logistics, transportation, warehousing, and customer service best practices.
• Proven track record of driving operational improvements and customer satisfaction.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in ERP systems, logistics software, and data analysis tools.
• Up to 20% travel is required.

KEY COMPETENCIES

• Strategic Thinking
• Problem Solving
• Customer Focus
• Operational Excellence
• Change Management

METRICS/KPIs

• Order fulfillment accuracy and timeliness
• Customer satisfaction scores (NPS, CSAT)
• Inventory turnover and accuracy

Seniority level

Director

Employment type

Full‑time

Job function

Supply Chain and Manufacturing

Benefits

• Medical insurance
• Vision insurance
• 401(k)
• Paid maternity leave
• Paid paternity leave
• Disability insurance