Director of North America Operations

We need a North America Operations Director to architect the future of our physical fulfillment network, scaling operations across multiple sites to fuel our hyper-growth. This is a rare opportunity to serve as a pivotal, high-level leader where your "operational obsession" directly shapes how global brands win on the world’s biggest marketplaces.). This is a full-time role with the option of working at one of our warehouses in Lehi, UT, Las Vegas, NV, Hebron, KY or Bethlehem, PA (future sites considered as well).

What is a day in the life of a Director of north America operations?

• Constant review performance and key operational metrics—such as backlogs,  throughput (direct and indirect performance), bin health,  attendance, and attrition—to immediately address potential issues and maintain building health

• Lead high-level labor planning, managing tens of thousands of labor hours across multiple North American facilities to ensure healthy backlogs and a positive brand experience

• Develop and mentor a team of General Managers and site leaders. Being able to teach, set expectations and hold high level leaders accountable. Fostering leadership growth and network-wide alignment to support current sites and future launch locations. 

• Partner cross-functionally with HR, IT, RME  and Finance to resolve complex people, inventory or quality escalations, serving as the primary escalation point for all operations-related challenges

• Drive scalability and operational excellence by proactively identifying process gaps and coaching leaders to take decisive action, particularly as the network launches new buildings and grows rapidly

What will I need to thrive in this role?

• 8+ years of operational leadership experience, with a strong preference for multi-site management and experience scaling operations for high-growth organizations

• Demonstrated experience managing complex P&L responsibilities, overseeing large-scale labor planning (managing thousands of labor hours), and driving bottom-line impact on fixed and variable costs

• Proven track record in launching new facilities, hiring and developing salaried leadership teams, and scaling operations while maintaining rigorous quality standards

• Exceptional operational fortitude while consistently being proactive in monitoring performance metrics to anticipate and solve problems before they escalate

• Strong technical aptitude with an understanding of systems and data. A plus if familiarity with SQL or utilizing AI agents to drive operational efficiencies

• Demonstrated foresight to "see around the corner"—planning for future growth and roadblocks while maintaining high standards and taking decisive action without requiring explicit direction

What does high performance look like?

• Demonstrate “operational obsession"' by proactively monitoring network performance metrics and operational health, maintaining a consistent pulse on the business without waiting for issues to be surfaced

• Anticipate and resolve operational challenges with foresight, addressing potential 'cracks in the ship' at scale and taking decisive action before being directed

• Drive bottom-line results and operational improvements by effectively influencing and coaching other site leaders to meet high standards, rather than relying solely on direct intervention

• Uphold a 'super high bar' for talent, processes, and structural integrity, ensuring that operational quality and efficiency consistently exceed standard expectations

• Partner with tech and brand partners to improve operational and brand experience

What is my potential for career growth?

Pattern is growing, which means we are able to create expansive career advancement paths as we launch new buildings and enter new markets. Joining us at this stage offers a unique trajectory to grow your leadership scope alongside the network, with unmatched exposure to high-level strategic planning and mentorship.

What does success look like in the first 30, 60, 90 days?

30 Days: Learning & Assessment

• Baseline operational metrics like throughput, cost, and attrition to define 'good' performance.

• Meet with regional GMs and site leaders to assess team dynamics, challenges, and development needs.

• Audit standard operating procedures against network expectations to identify immediate refinement opportunities.

60 Days: Engagement & Optimization

• Lead biweekly operations meetings to align on goals and coach site leaders on proactive problem-solving.

• Address scalability gaps and implement coaching plans to boost site-level productivity and quality.

• Collaborate with HR and Finance to optimize P&L structures and labor planning models for growth.

90 Days: Execution & Strategic Growth

• Independently lead operational strategy, anticipating future roadblocks like new facility launches.

• Drive measurable improvements in cost metrics and throughput using 'operational obsession' standards.

• Execute long-term scaling strategy to prepare talent and infrastructure for 30-40% annual growth.

What is the team like?

You will work with the other Operations Leaders and be supervised by the Vice President of North America Operations. You will also be mentored by other Ops VP’s and meet with them on a regular basis to discuss your performance. This team is data driven and results oriented. You will collaborate regularly with members of your team to implement actionable solutions. Ideas and input are encouraged from all members.

Sounds great! What’s the company culture?

We are looking for individuals who are:

• Game Changers- A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes.

• Data Fanatics- A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.

• Partner Obsessed- An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.

• Team of Doers- Someone who is a part of a team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

What is the hiring process?

• Initial phone interview with Pattern’s talent acquisition team

• Video interview with a hiring manager

• Onsite interview with a panel of department leaders

• Professional reference checks

• Executive review

• Offer

How can I stand out as an applicant?

• Discuss professional accomplishments with specific data to quantify examples

• Provide insights on how you can add value and be the best addition to the team

• Focus on mentioning how you would be partner obsessed at Pattern

• Share experience on any side projects related to data and analytics