Responsibilities
- Direct warehouse operations, logistics planning, and inventory control across all fulfillment centers.
- Design supply chain strategies and deploy systems to enhance forecasting accuracy, inventory turnover, service levels, and cost efficiency.
- Synchronize logistics planning with product launches and sales cycles to maintain timely product availability and order fulfillment.
- Manage route-to-market strategies and optimize warehouse network design.
- Act as lead contact for third-party logistics and warehousing partners.
- Conduct routine business performance reviews and maintain on-site presence to assess operational effectiveness.
- Lead contract negotiations with external providers, ensuring SLAs, quality benchmarks, and cost objectives are met or exceeded.
- Track vendor performance metrics and enforce accountability for ongoing financial and operational improvements.
- Provide executive oversight of the Customer Support Team to ensure high-quality service delivery across all customer interactions.
- Manage inbound customer inquiries with emphasis on resolving logistics-related issues such as shipping delays, damaged goods, or missing items.
- Advocate for the adoption of AI technologies to strengthen support functions, increase efficiency, and shorten response times.
- Analyze service performance data and implement improvements based on customer feedback and analytics.
- Guide the creation and rollout of AI-powered agents to automate customer support processes.
- Assess and refine AI applications that reduce manual workloads and improve service delivery speed.
- Lead and mentor teams responsible for customer experience and logistics, setting measurable goals and performance expectations.
- Promote a collaborative, customer-centric environment grounded in accountability and high performance.
- Serve as primary connector between internal departments and operations teams to ensure cross-functional alignment.
- Oversee budget development and management for logistics and customer support operations.
- Collaborate with Finance to monitor expenditures, forecast accuracy, and return on investment for key initiatives.
- Define performance benchmarks and KPIs to evaluate cost efficiency and service quality.
