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Head of Operations III

2 months ago

Carlsbad, United States Ship Calm LLC Full time
Job DescriptionJob Description

Accountabilities and Responsibilities

Accountabilities [A] are the work functions you must ensure get done effectively in this role.

Responsibilities [R] are those work functions that you are expected to actively execute in this role.

For some work functions you may be Accountable but not Responsible, Responsible but not Accountable, or both Accountable and Responsible [AR].

Pace

At ShipCalm, we rely on dynamic pacing - which means different work functions have different inherent paces for the expected time to completion. Some tasks need to be completed quickly and urgently such as those related to pending order fulfillment, while others will require and allow for more time to complete such as projects.

CRITICAL PACE (Hourly, Daily)

  • (AR) Email/slack responses
  • (AR) Champion/Lead/See through exception and problem resolution within ShipCalm Ops.

PROJECT PACE (Daily, Weekly)

  • (AR) Project management of client projects.
  • (AR) Regular client meeting cadence.
  • (R) Develop and possess deep knowledge of ShipCalm systems and processes to ensure full and complete satisfaction of new Pro Service customers that creates stability and success within the ShipCalm environment.

___

What:

  • (AR) Remove roadblocks for your client (C1s).
  • (AR) Increase customer happiness for your clients' end customers (C2s).
  • (AR) Optimize unit economics for your clients' business (C1s).

How:

  • (AR) Client-facing interactions: The Operations Professional Services Team is responsible for timely, responsive, and diligent client communication for 8+ clients.
  • (AR) Staff augmentation and outsourced operational execution: Executing operations activities and providing accurate and timely communication for your clients as a member of the client's operations team. "Operational execution" is defined by the following categories:
    • Client-facing communication.
    • Strategic direction for people, processes and systems for clients.
    • Executive expertise in omnichannel e-commerce: DTC, B2B, drop-ship, and Amazon FBA/FBM
    • Lower costs for clients and streamline operational efficiencies via:
      • Operations PnL advisement
      • Unit economics advisement
      • Pricing or product range advisement
    • Discovery of new operational partnerships (when applicable).
    • Interface with the client's finance team and/or marketing team to help achieve the company's global goals (when applicable).
    • Team-building and leadership skills.
    • Escalation of issues to Director of Professional Services.
  • (AR) Team Ambassador: Liaise between the client and key ShipCalm stakeholders such as the Director of Professional Services, Operations Experience Team, Customer Experience Team, and Warehouse Team as a representative of the client.

KPIs for this role

The following key performance indicators (KPI's) are metrics that this role is being held accountable to and are the metrics that will be utilized in performance evaluations and incentive planning.

  • NPS Score.
  • FulfIllment Service Level Agreements (SLAs) per client.
  • Your clients' C2-Level customer happiness metrics (end-customer happiness). Defined per client.

Skills, Certifications & Technology Expectations

The following list of specific skills and technology expectations with various competency levels are expected of this role:

  • WMS or OMS Expertise - High (Infoplus specifically a plus)
  • Selling Channel (Shopify) Expertise - High
  • ERP Experience - High (Netsuite specifically a plus)
  • Google Sheet/Excel Expertise - Expert
  • Financial reporting expertise - High
  • Ability to independently and creatively explore possible solutions to complex and sometimes ambiguous problems - High
  • Ability to navigate and understand interacting complex technical systems - High
  • Ability to interface directly with and graciously support clients in navigating complex technical systems - High
  • Ability to communicate clearly and concisely in written (documentation, email, chat) and verbal (meetings, presentations, phone) forms - High
  • Ability to quickly learn and support new software systems - High
  • Project Management Tool Expertise - Moderate (ClickUp specifically a plus)
  • PMP Accreditation and/or Project Management Expertise a plus - Low

Who Are You

The following list of specific personality traits will set you up for success in this role:

  • 10+ years of experience in e-commerce operations, third party logistics, buying, inventory planning and/or supply chain management.
  • Great mediation and negotiation skills are required.
  • 1-2 years of experience in consulting a plus.
  • 3-5 years of experience in people management a plus.
  • Experience working at a 3PL a plus.
  • Thrives in a fast-paced environment interfacing with a variety of different personalities.
  • Ability to think on your feet and out of the box.

Reporting Manager Role

This role reports to: Director of Operations Professional Services.