Head of Operations

Position Status: Full time, Salary (Exempt)

Eligible for: Sign on Bonus, Individual Coverage Health Reimbursement Arrangement ($650 per month), and Relocation Reimbursement

Reports to: CEO

Manager or IC: People Manager

Position Status: Full time, Salary (Exempt)

Eligible for: Sign on Bonus, Individual Coverage Health Reimbursement Arrangement ($650 per month), and Relocation Reimbursement

About Farmers To You

Farmers To You connects families in the greater Boston area directly with farmers and food producers across New England. Each week, we coordinate the sourcing, fulfillment, transportation, and delivery of fresh, high-quality food from our network of producers to hundreds of families.

Our operations are at the heart of the customer experience. Every week, products from multiple producers arrive at our fulfillment location, are received and inspected, picked and packed into individual customer orders, loaded onto trucks, and transported to delivery sites and home-delivery customers in and around Boston.

Our fulfillment operation is located on a farm property that also includes an on-site farm store selling products from the Farmers To You assortment. The site offers significant potential for further development, including the opportunity to integrate and grow the farm store as part of our operations and to expand our service into additional cities and communities in the surrounding region.

We are now looking for a strong, hands-on Head of Operations to take full ownership of our physical operations and build a reliable, efficient, and scalable operational organization capable of supporting our next stage of growth.

The Role

The Head of Operations will be responsible for FTY’s end-to-end operations; overseeing procurement, inbound logistics, and fulfillment in Williamstown through outbound logistics and delivery.

The Head of Operations will play a key role in implementing the long term strategic vision for FTY and the role will grow progressively with the greater FTY business. Initial responsibilities will focus on ensuring reliable and efficient operations across existing fulfillment and delivery networks. In this next phase the Head of Operations will oversee the development of an on-site farm store and support the expansion of FTY operations into additional cities and communities in the region.

The Head of Operations should feel at home on the warehouse floor, taking a hands-on approach to leading fulfillment and driver teams, solving problems in real time, and holding their people accountable for results.

The successful candidate will also be capable of stepping back and taking ownership for the greater vision and long term FTY strategy. Able to analyze processes, KPIs and production data, identify the root cause of issues, and implement systems based solutions. The ability to continually improve business outcomes is key to this role.

Key Responsibilities

Fulfillment Operations

Take full ownership of the weekly fulfillment process, including:

• Receiving and inspecting incoming products from farmers and producers.
• Ensuring quantities, product quality, and delivery documentation are accurately checked.
• Working closely with the purchasing team to address discrepancies in incoming quantities and product quality, and to ensure that issues are communicated and resolved with producers.
• Planning and managing the complete picking and packing process.
• Establishing and enforcing clear quality-control procedures throughout fulfillment.
• Ensuring customer orders are complete, accurate, and packed according to defined standards.
• Managing the correct staging and loading of trucks according to delivery sequence and operational requirements.
• Ensuring an accurate weekly inventory count and reliable stock control processes are in place.
• Continuously improving operational workflows to increase efficiency while maintaining high quality standards.

Team Leadership & Labor Management

• Lead, schedule, and manage the fulfillment team.
• Determine staffing requirements based on weekly order volume and workload.
• Ensure working hours and labor costs are actively managed and controlled.
• Take ownership of workforce planning and coordinate with recruiting to meet staffing needs.
• Set clear expectations for productivity, quality, attendance, and accountability.
• Train employees on standardized operating procedures.
• Build a culture of ownership, discipline, teamwork, and continuous improvement.
• Address performance issues directly and constructively.

Logistics & Delivery Operations

• Oversee procurement logistics and route efficiencies.
• Oversee transportation between Williamstown and the greater Boston area.
• Take responsibility for the reliable and successful movement of customer orders through to final delivery.
• Ensure trucks are loaded accurately and efficiently.
• Manage delivery operations in the greater Boston area directly from Williamstown including Site Delivery and last mile delivery.
• Support the development and operational implementation of expansion into additional cities and communities in the surrounding region.

Quality & Customer Experience

• Take operational responsibility for service quality throughout the full process from farm to plate.
• Analyze customer complaints, credits, missing items, damaged products, and other fulfillment or delivery errors.
• Identify root causes and implement corrective actions.
• Establish measurable quality standards and ensure consistent compliance.
• Work closely with customer service and management to ensure recurring issues are permanently resolved.

Growth & Additional Operational Opportunities

• Support the integration, management, and further development of the on-site farm store.
• Evaluate and support expansion of FTY’s operations into additional cities and communities in the region.
• Ensure that new operational initiatives are implemented with clear processes, responsibilities, and performance standards.

Performance & Continuous Improvement

• Monitor key performance indicators including profitability, cost efficiency of the fulfillment.
• Monitor key operational performance indicators to identify bottlenecks and opportunities for improvement.
• Use operational data to improve productivity, quality, and overall efficiency.
• Continuously review existing processes and implement sustainable improvements where needed.

The Ideal Candidate

An operational leader who combines hands-on execution with strong analytical and leadership skills.

Experience in grocery, food distribution, e-commerce fulfillment, last-mile logistics, or perishable products is highly desirable but not necessarily required if the candidate has a strong operational track record in another relevant environment.

We need someone who sees a problem, takes ownership, identifies the root cause, and makes sure it does not happen again.

The right person will be comfortable switching between the warehouse floor and management discussions, between solving today's urgent operational challenge and building the processes that propel the growth of FTY.

• A bachelor's degree in Supply Chain Management, Operations Management, Transportation and Logistics, Agriculture Business or Agriculture Economics or equivalent experience.
• 5+ years experience in operations, fulfillment, warehousing, retail, grocery, e-commerce, food distribution, or a similar environment.
• 2+ years successfully leading frontline operational teams.
• Highly organized and process-oriented.
• Understands how to manage labor productivity and control operational costs.
• Skilled at using data and KPIs to manage performance.
• Strong sense of ownership and personal accountability.
• Bias for action, takes initiative to identify and solve problems.
• Can make decisions under pressure and maintain high standards in a fast moving environment.
• Willing to be physically present and actively involved in operations.
• Can balance urgency with the discipline required to build sustainable processes.

This is an opportunity to take genuine ownership of a critical part of the business, help develop new operational opportunities, and play a central role in building the next stage of Farmers To You.

Farmers To You is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.