Director of Operations

Brick Executive Search working exclusively with a NYC based luxury , active apparel company to place a Director of Operations/Production & Customer Service.About the RoleOur client is hiring a Director of Operations & Customer Service to build and lead the fulloperational engine of our pre-launch luxury direct-to-consumer brand.You will own the process from product shipment through customer delivery — managingsupply chain, logistics, and luxury level customer service.This role is ideal for a highly organized, detail-driven operator who can build systems,manage vendors, and ensure a seamless customer experience. You will work closely withthe CEO / CPO and Production to establish processes that reflect the precision andstandards of a modern luxury/performance brand.Key ResponsibilitiesOperations, Fulfillment & Logistics• Build operational systems (order flow, inventory, returns, 3PL processes) from theground up.• Select and manage 3PL, packaging and logistics partners.• Oversee daily warehouse operations: receiving, picking, packing, shipping.• Create SOPs for all operational workflows.• Optimize shipping costs, delivery timelines, and packaging efficiency.• Resolve fulfillment exceptions and delivery issues.• Own / Update / Maintain and enforce the Brand Manual & Production guidelines.• Ensure labeling, packaging, and compliance standards across all SKUsCustomer Service• Own all customer service channels and ensure fast, brand-aligned communication.• Manage inquiries for orders, returns, product questions, and escalations.• Build scalable systems: templates, tagging, macros, FAQs.• Identify feedback trends and implement process improvements.• Priority : Oversee return/exchange workflows (reverse logistics).Data & Reporting• Track and report KPIs: order accuracy, fulfillment speed, inventory turnover, COGS.• Analyze sales trends to support planning, pricing, and promotions.• Provide insights to leadership on operational performance.Technology & Systems• Manage Shopify, ERP, 3PL, customer service tools, and accounting integrations.• Identify and implement new systems as the brand scales.3PL / Compliance, Quality & Risk• Ensure supplier compliance and product standards.• Create contingency plans for supply chain disruptions.• Oversee warehouse compliance and quality control.• Oversee product quality standardsProduct / Compliance, Quality & Risk• Establish and enforce product quality control standards.• Conduct factory, vendor, and product inspections to ensure compliance withquality specifications and brand standards.• Identify, track, and resolve product defects through corrective action plans andcontinuous quality improvement processes.• Develop and maintain quality assurance procedures, testing protocols, and SOPsto reduce inconsistencies and returns.• Analyze customer returns, defect reports, and production data to improve productquality and manufacturing performance.Partner with Supply Chain & Inventory• Assist with forecast demand and plan buys.• Assist with maintaining optimal inventory levels and prevent stockouts/overstocks.• Manage all logistics partners.Team Leadership• Hire, mentor, and develop future team members across operations, and customerservice.• Establish clear performance standards and drive continuous improvement.YYou Bring• 8–12+ years of experience in production, operations, or supply chain(luxury/premium preferred).• Hands-on experience with Shopify, ERPs, 3PL platforms (ShipBob, Ryder), andcustomer service tools (Gorgias, Zendesk).• Proven ability to build systems and processes in early-stage environments.• Strong attention to detail, proactive problem-solving, and calm communicationstyle.