Senior Director of Business Operations

The Senior Director of Business Operations will oversee the company’s day-to-day operations, focusing on process optimization, eCommerce project management, and cross-functional collaboration. This individual will play a critical role in improving workflows, managing eCommerce initiatives, and driving operational excellence across teams. The role will also involve managing internal business functions, including HR, vendor relations, and fulfillment operations.

This individual will be a key partner to the leadership team, managing critical functions that are essential to our business’ growth and ensuring that the operations for both the DTC and Franchise business units run efficiently and effectively.

The ideal candidate will excel at balancing strategic oversight with hands-on execution in a fast-paced, high-growth environment. They will be passionate about process improvement, organizational efficiency, and supporting the company’s continued growth.

This role reports directly to the Co-Founders (COO & CEO).

Key Responsibilities

Operations Management & Process Optimization

• Drive operational efficiency by analyzing and improving key workflows across departments, including order fulfillment, customer service, and product delivery.
• Manage external development & IT resources, as well as  technology integrations and system implementations to enhance business operations (e.g., ERP, CRM, eCommerce platforms).
• Create and refine scalable processes to ensure smooth cross-functional collaboration and alignment across teams.
• Monitor performance metrics and establish benchmarks to track operational effectiveness and ensure budget alignment.

E-commerce Project Management

• Act as the primary project manager for e-commerce initiatives, ensuring seamless collaboration between web development, marketing, merchandising, and design teams.
• Oversee site management, campaign launches, and updates, ensuring projects are executed on time and align with strategic goals.
• Continuously improve workflows related to eCommerce operations, ensuring alignment with customer experience and revenue objectives.

Vendor & Fulfillment Management

• Manage relationships with vendors and service providers, negotiating contracts and ensuring quality standards.
• Oversee fulfillment center operations (3PL), including inbound freight shipments, inventory discrepancies, and outbound order management.
• Evaluate vendor performance to ensure cost-effectiveness and reliability.

Cross-Functional Leadership

• Partner with marketing, merchandising, and product teams to align on business goals and ensure smooth interdepartmental collaboration.
• Act as a critical bridge between leadership and operational teams, resolving bottlenecks and fostering effective communication.

• Lead and manage cross-functional projects to drive growth, collaborating with leadership to define project goals, timelines, and resource requirements.
• Ensure effective communication and collaboration between internal teams and external partners.
• Monitor and report on project performance, ensuring timely and successful execution

HR & Talent Management

• Develop and manage HR policies, systems, and processes to support a high-performing workforce.
• Oversee recruiting, onboarding, performance management, and employee development initiatives.
• Foster an organizational culture that promotes engagement, growth, and retention, working closely with leadership to align with company values.

Legal & Compliance Management

• Oversee all legal functions, including contract negotiations and compliance management.
• Work with outside counsel to ensure the company remains compliant with local, state, and federal regulations, particularly in franchising, consumer products, and labor law.
• Maintain and update the company's legal documentation, ensuring all necessary filings, contracts, and agreements are up-to-date.

Requirements

• Bachelor’s degree in Business Administration, Operations, or a related field (MBA a plus).
• 8+ years of experience in operations management, e-commerce, consulting, or project management, ideally within retail or consumer goods industries.
• Minimum of 3–5 years of experience leading and mentoring cross-functional teams to deliver measurable results.
• Proven expertise in process improvement, operational efficiency, and managing technology systems (e.g., ERP, CRM, eCommerce platforms).
• Demonstrated experience managing and developing multiple direct reports.
• Track record of managing complex, cross-functional projects.
• An analytical mindset and experience with Excel modeling and analytical platforms– experience working with Business Intelligence tools a plus.
• Extreme drive that is contagious, exceptional attention to detail, able to manage up with a high degree of autonomy and self-reliance.
• Strong interpersonal and communication skills, with a track record of collaborating across teams and reporting to senior leadership.
• Ability to balance strategic priorities with hands-on execution in a fast-paced, high-growth environment.
• Self-starter with a data-driven approach to problem-solving and decision-making.
• Comfort and effectiveness working in a remote environment with distributed teams.
• Willingness to roll up sleeves and engage in tactical execution where needed.

Benefits

• Competitive compensation package
• 401(K) with company match
• Flexible PTO policy 
• Remote work
• Health, Dental, and Vision Insurance, with HSA
• Employee discount on all Neat Method products
• Quarterly Leadership Retreats