Head of Operations
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Job Description
Head of Operations scaling a US-based DTC subscription wellness brand. Owning supply chain, manufacturing, compliance, fulfillment, CX operations, and operational infrastructure.
Responsibilities:
- Own end-to-end supply chain operations, including demand forecasting, inventory planning, purchase orders, and replenishment
- Build and maintain inventory forecasting systems to prevent stockouts and excess inventory
- Oversee 3PL partners and fulfillment operations as order volume scales
- Improve production planning and reduce manufacturing lead times
- Identify, evaluate, and onboard supplement manufacturers across the US and China
- Negotiate manufacturer pricing, payment terms, and production agreements
- Optimize COGS while maintaining product quality
- Build supplier relationships and manufacturing partnerships
- Ensure manufacturing partners meet supplement industry standards and regulatory requirements
- Oversee COAs, certifications, cGMP documentation, and quality assurance processes
- Establish quality control procedures to minimize defects, compliance risks, and recalls
- Ensure manufacturing and labeling meet relevant US regulatory requirements
- Lead operational readiness for new product and SKU launches
- Coordinate packaging, manufacturing, inventory, and fulfillment requirements
- Oversee the Head of Customer Support and scale customer support operations
- Monitor and improve returns, refunds, and payment chargebacks
- Audit agency, software, and third-party vendor expenses
- Oversee vendor contracts, commercial agreements, and operational legal matters
- Coordinate brand protection initiatives against counterfeit products and unauthorized copycats
- Build scalable SOPs, workflows, reporting structures, dashboards, and operational KPIs
- Lead cross-functional execution and build the operations team
- Report directly to the Founder as the senior operational leader
- In the first 90 days, take ownership of daily operations, improve forecasting, define KPIs, reduce COGS, improve supplier terms, reduce lead times, minimize returns and chargebacks, audit expenses, and establish scalable processes
Requirements:
- Significant experience leading operations at high-growth DTC brands, ideally businesses generating multiple eight-figure or nine-figure annual revenues
- Direct experience in the supplement, nutraceutical, or wellness industry, with a strong understanding of manufacturing, quality assurance, and regulatory compliance
- Proven experience managing end-to-end supply chain operations, including demand forecasting, inventory management, purchase orders, and 3PL oversight
- Demonstrated experience sourcing and negotiating with manufacturers, particularly across the US and China
- Strong knowledge of supplement manufacturing requirements, including COAs, cGMP standards, certifications, and quality control processes
- Experience managing customer support operations and improving returns, refunds, and chargeback performance
- Previous experience leading teams and managing other functional leaders
- Strong commercial negotiation skills and a track record of reducing operational costs
- Ability to operate independently, make decisions, and take ownership without requiring constant direction
- Previous experience as a Head of Operations, or equivalent senior operational leadership role
- Experience scaling a DTC subscription business through periods of rapid growth
- Financial and commercial acumen, including budgeting, cost control, and unit economics
- Experience implementing AI-powered dashboards, automation, and operational reporting systems
- Experience building operational teams and infrastructure from an early-stage environment
Benefits:
- Competitive salary, with flexibility for exceptional candidates
- Full-time remote opportunity open to candidates worldwide
- Significant performance-based incentives tied to key operational metrics
- Potential for future equity participation, subject to performance review and a defined roadmap
- Join a lean, fast-moving team where decisions are made quickly and ideas are implemented without unnecessary bureaucracy
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