The Director of Operations will be responsible to engineer, build, and maintain the operational infrastructure to support the company’s next phase of growth. This includes Balsam Brands’ international operations and customer service, in-house warehousing and showroom capabilities, management of returned inventory, and logistics for multiple brands. The Director of Operations will report to the Chief Operating Officer.

Responsibilities include:

End-to-end ownership of international operations and customer service delivery

Sourcing, managing relationships, and negotiating contracts with key vendors

Optimizing the international distribution network, including annual forecasts of demands, driving operational improvements within the existing network, and changing partners, as needed

Partnering with warehousing providers to deliver efficient handling of inbound receipts and outbound shipments

Creating customer contact demand forecasts to maintain optimal level of resources and overall schedule for the customer service centers to manage costs while effectively servicing customer requests

Developing, monitoring, and reviewing performance targets for customer service agents and warehouses

Optimizing partnerships with logistics providers

Sourcing, managing relationships, and negotiating contracts with key vendors, including import logistics and domestic carriers

Identifying potential areas of cost savings and efficiency

Providing estimated logistics costs to product pricing team

Building efficient in-house warehousing / showroom capabilities
Developing and implementing an effective returns management system
Managing and optimizing warranty operations

Skills and Experience Required:

MBA degree preferred but not required

10+ years of operations experience, 5+ years supervising managers of line workers

Experience in the retail industry is desired but not required

Strong communications skills, both written and verbal

Results-oriented

Proven analytical skills; ability to use data to develop forecasts and to answer other questions

Participatory management style

Ability to motivate a team; experience in successfully recruiting, training and developing employees

Effective at delegating responsibilities to others; inclination to trust the team to do a great job

Ability to become an expert in our order systems, customer management application, and related programs

Proven track record of developing collaborative relationships with vendors and other partners

Strong ability to multi-task and to establish appropriate priorities

Strong attention to detail

Experience working in a customer call center environment or warehouse, a plus

Strategic thinker who is unafraid to roll up his/her sleeves

About Balsam Brands: Balsam Brands manages a collection of branded online businesses that sell specialty products. Balsam Brands has successfully rolled out brands such as Balsam Hill (www.balsamhill.com) and Backyard Ocean (www.backyardocean.com). With a proven track record for growth in new markets, Balsam Brands presents a unique opportunity to those who are seeking to have a meaningful impact in a fast-paced, high-energy environment.

Location: Redwood City, CA (San Francisco Bay Area) or Meridian, ID (Boise area)
Notes: PTO, Medical, Dental & Vision Insurance, 401K, Flex Spending, etc.
Contact: Please submit cover letter and resumé. Please include in your cover letter your favorite restaurant or type of food.