HEAD OF OPERATIONS - SCALING ECOMMERCE D2C BRAND
Fulfilmet | Logistics | Customer Service | Ecommerce Ops
This is not a clipboard job.
This is the engine room.
We're hiring an experienced Head of Operations to take ownership of all operations outside o product and brand - from fulfilment and logistics to customer service and team leadership in one of Australia's fastest-growing DTC brands.
You'll be leading from the front, building culture on the ground, and making sure nothing falls through the cracks as the business scales globally.
What you'll be doing:
Fulfilment & Logistics
* Oversee daily pick, pack, and dispatch – make sure it's fast, accurate, and on-brand
* Manage carrier relationships, shipping rates, and delivery performance
* Optimise warehouse flow, layout, and operations – and fix what slows things down
* Handle returns and reverse logistics – keeping CX smooth without bleeding cost
Customer Experience
* Oversee all CX through Gorgias – tone, speed, and resolution quality
* Step in on complex customer issues when needed
* Build scalable systems that keep CX personal, even as order volume grows
* Collaborate across teams to minimise operational errors causing CX issues
Systems, Process & Ops Excellence
* Build SOPs that actually get followed – not just collect dust
* Improve workflows and eliminate inefficiencies before they become issues
* Keep quality high across every operational touchpoint
Team Leadership & Culture
* Lead a team of warehouse and CX staff – train them, coach them, and raise the bar
* Own rostering and scheduling – keeping labour lean and output strong
* Provide day-to-day structure and oversight for other in-house roles (e.g. videographer, influencer coordinator)
* Build a culture of pride, pace, and personal accountability
Supply Chain & Inventory
* Own inbound logistics – manage freight forwarders, customs, and stock flow
* Forecast stock needs based on sales and marketing plans
* Ensure warehouse is always stocked and ready – without overloading or stockouts
* Build contingency plans for delays, disruptions, or demand spikes
* Negotiate better rates with couriers and freight partners
Strategic Execution
* Align daily ops with brand campaigns, launches, and growth goals
* Help build infrastructure for international expansion (e.g. US/Canada 3PL)
* Lead Black Friday readiness – scaling staff, shifts, and systems ahead of peak
* Work closely with the founders to prepare for what's next
You'll thrive here if you:
* Have solid experinece in operations, logistics or fulfilment, in ecomm, retail or consumer goods
* Know how to build a team and culture from the ground up – and lead by example
* Are confident managing supply chain and inventory planning, including freight, delays, and risk mitigation
* Have strong financial awareness – you know your way around a forecast, budget, and P&L
* Take ownership – you don't wait to be told, and don't need chasing
* Obsess over details, care about delivery speed, and know that the small things matter
* Are calm under pressure, solutions-focused, and can juggle 20 things without dropping any
* Are proud to be on-site and hands-on – not looking for a desk and a door
Why this role?
* You'll be the most senior ops person in the building, working directly with founders
* You'll have full ownership of your lane – and the chance to help shape how this business scales globally
* You'll be joining a brand that's growing fast – but still values people, performance and product over politics
* You'll have budget flexibility and a team beneath you – and support from founders who value what you do
Black Friday ready. Team builder. Culture driver. Problem solver.
If you're ready to lead from the front and build something world-class – let's talk.
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