Senior Director, Customer Experience, Logistics

Role Overview

• Lead warehouse operations, logistics planning, and inventory management across all fulfillment centers.
• Develop supply chain strategies and implement tools and systems that improve forecasting, inventory turnover, service levels, and cost efficiency.
• Align logistics planning with product launch schedules and sales cycles to ensure timely product availability and fulfillment.
• Oversee route-to-market strategy and warehouse footprint optimization initiatives.
• Serve as the primary relationship manager for third-party logistics and warehouse vendors.
• Conduct regular business reviews and maintain an active on-site presence to evaluate performance and operational alignment.
• Lead all contractual negotiations with external partners, ensuring that service level agreements (SLAs), quality standards, and cost targets are met or exceeded.
• Monitor vendor KPIs and drive accountability for continuous improvement in financial and operational performance.
• Provide strategic oversight of the Customer Support Team (CST), ensuring exceptional service across all customer touchpoints.
• Prioritize and manage inbound support requests, with a focus on resolving issues related to logistics (e.g., shipping delays, damaged or missing materials).
• Champion the implementation of AI tools to enhance support capabilities, improve efficiency, and reduce response times.
• Monitor service metrics and drive continuous improvement based on customer feedback and data analysis.
• Guide and support the development and deployment of AI agents for customer support automation.
• Evaluate and iterate on AI use cases that streamline service delivery and reduce repetitive tasks.
• Provide direction and support to customer experience and logistics teams, setting clear goals and expectations.
• Foster a collaborative, customer-focused culture centered on accountability and performance.
• Serve as a key liaison between internal stakeholders and operational teams to ensure alignment across business units.
• Develop and manage budgets for logistics operations and customer support services.
• Partner with Finance to track spending, forecasts, and ROI for strategic initiatives.
• Establish performance targets and KPIs to measure cost-effectiveness and service quality.

Requirements

• 10 years of experience in logistics, supply chain, or customer operations, including leadership of cross-functional teams
• 5+ years of management experience
• Experience implementing AI, automation, or technology-based solutions in customer service settings
• Demonstrated success managing external vendors, including conducting business reviews, negotiating contracts, and ensuring operational alignment
• Strong leadership skills with the ability to manage through complexity and change
• Excellent analytical, negotiation, and communication skills.
• Bachelor's degree in Supply Chain, Logistics, Business, or a related field.

Benefits

• Health insurance
• Professional learning opportunities
• Responsive service