Director of Operations

Job Title: Director of Operations
Pay: $73,000-$75,000 bonus
Reports to: CEO
Location: Distribution Center (DC)

As the Director of Operations, you will oversee all post-sale operational functions within our Distribution Center (DC), focusing on Inventory Management, Logistics, and Customer Service. This role will also include overseeing the Operations Manager, Store Operations Manager, Customer Service Manager, Inventory Clerks, and delivery contractors, while ensuring that vehicle maintenance and supervision of company vehicles are handled efficiently. You will lead the team to ensure the smooth execution of post-sale operations, from product delivery to customer satisfaction.

• Location: Distribution Center (DC)
• Staff: Operations Manager, Store Operations Manager, Customer Service Manager, Inventory Clerks, and other team members
• Budget Responsibility: Yes

• Post-Sale Operations Leadership
  Lead and direct all post-sale operational functions within the Distribution Center, ensuring efficient handling of inventory, product delivery, returns, and customer service to exceed customer expectations.

• Team Oversight
  Manage and provide leadership to the Operations Manager, Store Operations Manager, Customer Service Manager, Inventory Clerks, and delivery contractors. Ensure all teams are aligned and working efficiently to meet post-sale operational goals.

• Inventory & Warehouse Management
  Develop and implement processes to maintain accurate inventory levels, manage returns, minimize stockouts, and optimize space utilization within the DC. Ensure smooth coordination with purchasing and logistics teams.

• Logistics & Distribution
  Oversee the management of delivery contractors, ensuring timely and cost-effective product deliveries to customers. Work with contractors to optimize delivery routes and reduce shipping costs while maintaining service levels. Monitor vehicle fleet and manage maintenance of company vehicles to ensure timely, efficient deliveries.

• Customer Service Excellence
  Set high standards for customer service, creating processes to manage post-sale inquiries, resolve issues, and handle returns. Implement best practices to drive customer satisfaction throughout the post-sale process.

• Process Improvement
  Continuously evaluate and improve post-sale operational processes, focusing on enhancing efficiency, reducing costs, and driving productivity within the DC.

• Team Development
  Lead, train, and mentor the operations team within the Distribution Center. Foster a culture of accountability, teamwork, and continuous improvement to optimize post-sale functions.

• Performance Monitoring
  Establish and monitor key performance indicators (KPIs) to track the effectiveness of post-sale operations. Analyze trends in inventory, returns, order fulfillment accuracy, customer satisfaction, and delivery performance.

• Provide support for additional operational needs as they arise within the DC.
• Stay informed about industry trends and operational best practices to improve post-sale processes.

This full-time, exempt position requires flexibility, including weekends, holidays, and evening shifts, especially during peak periods. Occasional travel (10%-25%) to store locations, including Mount Vernon, may be required.

• Education:

  • High School Diploma or Equivalent.
  • Bachelor’s degree in Business Administration, Operations Management, or a related field; Master’s degree preferred.

• Experience:

  • Minimum of 5 years of experience in operations management, preferably in retail or furniture/home goods.
  • Proven track record of managing post-sale operations, including logistics, inventory management, customer service, and vehicle fleet supervision.

• Skills:

  • Strong leadership skills with the ability to inspire and motivate teams to achieve results.
  • Excellent analytical and problem-solving abilities focused on operational efficiency.
  • Strong communication and interpersonal skills, capable of collaborating effectively across departments.
  • Proficiency in inventory management systems, logistics software, and Microsoft Office Suite.

• Ability to perform repetitive tasks (e.g., keyboarding, office equipment).
• Must be able to lift/carry objects up to 25 lbs.
• Ability to stand, walk, bend, twist, or kneel for extended periods.
• Work environment is primarily in a distribution center, with minimal exposure to adverse conditions.