Job Title: Head of Operations
Location: Remote
Reports to: CEO / COO
About the Role
EBY is looking for a strategic, hands-on Head of Operations to lead and scale end-to-end operations for a fast-growing apparel intimates eCommerce brand. This role owns the operational engine of the business—from demand planning and inventory to fulfillment, customer service, and cross-functional execution—ensuring a seamless customer experience while driving margin, efficiency, and scalability.
This is a high-impact leadership role for someone who thrives in data, loves process, and understands the unique complexity of intimates (fit, size curves, returns, replenishment, and customer expectations).
Key Responsibilities
Operations Strategy & Execution
- Own and execute the overall operations strategy to support growth, profitability, and customer experience
- Translate company goals into scalable operational plans, KPIs, and processes
- Act as a key thought partner to executive leadership on growth, forecasting, and operational trade-offs
3PL & Fulfillment Operations
- Own the end-to-end relationship with third-party logistics (3PL) and fulfillment partners
- Negotiate contracts, pricing, and SLAs to optimize cost, service levels, and flexibility
- Monitor and enforce KPIs including order accuracy, on-time ship rates, fulfillment speed, returns processing, and inventory accuracy
- Partner with 3PLs to plan and execute peak periods, product launches, and promotions
- Lead continuous improvement initiatives to reduce fulfillment costs, improve delivery times, and enhance the customer experience
- Ensure seamless integration and data flow between 3PLs and internal systems (OMS, WMS, ERP)
- Act as escalation point for fulfillment issues, driving fast resolution and root-cause analysis
eCommerce & Customer Experience Operations
- Lead operational strategy for returns and exchanges, with a focus on fit-driven returns common in intimates, improving recovery rates and reducing friction for customers
- Use CX data (contact drivers, return reasons, CSAT, NPS, repeat purchase) to identify operational gaps and drive systemic improvements
- Ensure operational readiness for new product launches, promotions, and peak periods from a customer impact lens
- Own escalation management for complex customer issues tied to fulfillment, inventory availability, shipping delays, or system failures
- Align shipping methods, delivery timelines, and service-level expectations with brand promise and customer communication
- Partner with Product and Merchandising to feed customer insights back into fit, sizing, and assortment decisions
- Continuously evaluate and optimize CX-related costs, including shipping, returns, refunds, and appeasements
Process, Systems & Optimization
- Build and refine SOPs, workflows, and tools to support scale
- Own operational systems and integrations (OMS, WMS, ERP, planning tools, etc.)
- Use data to identify bottlenecks, improve unit economics, and drive continuous improvement
Team Leadership & Cross-Functional Collaboration
- Build, lead, and mentor a high-performing operations team
- Collaborate closely with Merchandising, Product, Marketing, Finance, and CX
- Create clarity and accountability across functions with strong communication and execution discipline
What We’re Looking For
Experience
- 6-10+ years of operations experience in eCommerce / DTC retail, preferably in apparel or intimates
- Proven track record scaling operations in a high-growth environment
- Deep experience with inventory planning, fulfillment, and supply chain management
- Experience managing 3PLs, vendors, and cross-functional stakeholders
Skills & Strengths
- Highly analytical with strong business judgment
- Comfortable operating both strategically and tactically
- Excellent people leader and communicator
- Strong understanding of unit economics and margin drivers
- Tech-savvy with experience implementing or optimizing operational systems
Bonus Points
- Experience in intimates, apparel, or size-intensive categories
- International shipping or multi-warehouse experience
- Prior experience at a digitally native brand