Director, Operations

We are looking for a customer-focused and accountable Director of Operations to build and scale the transportation, logistics and distribution network that delivers Maiden Home furniture to customers nationwide. This role will activate a flexible, scalable and cost-efficient network of partners that can support growth in Maiden Home’s omni-channel model and global manufacturing base. This role will also be asked to define and execute the in-home delivery experience elevating Maiden Home’s luxury standards and unlocking access to new markets.

Our ideal candidate is a self-starter that is commercially-minded and customer-obsessed with strong financial acumen and a structured approach to problem-solving. This person should be highly collaborative with a strong executive presence that enables effective engagement of cross-functional stakeholders and external partners. Lastly, we're seeking an inspirational team leader that thrives in a dynamic environment with the ability to deliver short-term results, while also developing a roadmap that enables Maiden Home to deliver on long-term strategic objectives.

• Define supply chain solutions that support growth in global manufacturing base, building flexibility, resiliency and scalability in the network
• Build and activate the partner network that delivers furniture and home goods to Maiden Home customers, defining service offerings and SLAs for customers and unlocking growth in new markets
• Build logistics partnerships that bring furniture and home goods into the Maiden Home network from domestic and international suppliers, optimizing cost and service levels
• Develop a distribution model that supports omni-channel sales (retail, online) & expansion from made-to-order into inventoried goods, ensuring on-time delivery and a seamless end customer experience

Customer Experience

• Define the in-home delivery experience across product categories and geographies, balancing service standards, operating priorities and financial targets
• Develop and monitor customer experience KPIs that define luxury home delivery in the market, driving continuous improvement in the customer experience
• Partner with Product, Operations to determine the best path to launch new products and categories, taking into account logistic network capabilities
• Establish partnerships to execute product returns, cancellations and exchanges, ensuring timely pick-up and on-brand customer experience

Commercial Initiatives

• Proactively identify and execute initiatives that deliver incremental value to clients through logistics and transportation services

P&L and Balance Sheet Management

• Own P&L for home delivery and reverse logistics, negotiating contract terms and pricing with partners and driving recommendations on customer policies and fee structure
• Own P&L for inbound logistics, negotiating contract terms and pricing with partners

Team Leadership

• Develop a growing team by supporting professional development of individuals and creating a high-performance culture
• Lead cross-functional projects delivering impactful outcomes through effective engagement of internal teams and external partners
• Act as a culture carrier for the Maiden Home team

Qualifications

• 8+ years of professional experience in Operations, Supply Chain & Logistics, Transportation and/or Management Consulting,
• Exposure to a high-growth, omni-channel startup environment is a plus.
• Deep understanding of freight, distribution, and home delivery operating models and key players with experience working in at least one of these disciplines
• Structured problem-solving approach with ability to prioritize across financial, operating and customer objectives and discipline to deliver on short-term priorities while building a long-term roadmap.
• Entrepreneurial mindset that enables new, creative solutions to challenges.
• Strong negotiation and relationship management skills with experience managing multiple internal and external stakeholders
• Continuous improvement and results-oriented mindset with relentless focus on customer experience.
• Highly personable with the ability to work cross-functionally.