The Director of Operations will lead the transformation and modernization of backend operations for an industry leading promotional products distributor. This role oversees all operational functions — from order workflow to order fulfillment and process optimization — with a focus on scalability, automation, and service excellence. The Director will partner cross-functionally with Sales, Finance, and IT to strengthen the company’s operational backbone, driving improvements in cost efficiency, speed, data accuracy, and customer satisfaction across enterprise programs, eCommerce channels, and custom project fulfillment.
ESSENTIAL FUNCTIONS: (Duties, Skills, Responsibilities, and Expectations):
- Order management and insights - Lead initiatives for continuous order workflow and process improvement, leveraging technology and data to improve our “costs to serve”. Ability to create and manage order status dashboards and actionable insights
- Oversee order lifecycle from initial order, through delivery including workflow through our suppliers and fulfillment partners. Monitor and improve KPIs related to Service Level Agreements (SLA), order accuracy, timeliness, cost, and customer satisfaction.
- Serve as the main point of contact for fulfillment partner(s) and carriers. Manage vendor performance, conduct regular business reviews, and drive accountability for cost, service, and quality. Negotiate rates, contracts, and service levels with fulfillment and logistics partners.
- Ensure accurate inventory management between internal systems and third-party partners. Monitor and reconcile stock discrepancies and coordinate cycle counts and reporting.
- Oversee sales support functions including domestic and offshore resources who are tasked with ensuring orders are fulfilled after initial creation of sales order
- Collaborate with cross-functional teams—sales, sales support, finance, merchandising, and IT—to ensure integrated support for fulfillment processes, customer contract compliance, and regulatory requirements.
- Track and improve processes related to post-fulfillment related customer service issues
- Stay informed about industry trends, regulations, and technology advancements to drive innovation and maintain competitive advantage.
- Proven success leading multi-site or multi-channel operations in a fast-paced, high-volume distribution, or ecommerce environment.
- Strong knowledge of NetSuite ERP/WMS/IMS systems and data-driven decision-making, ability to analyze and use data for process improvement (i.e., time or activity-based studies)
- Outstanding leadership, project management, and vendor relationship skills.
- Ability to travel as needed between operational sites and vendor locations.
- Ability to work independently or team as required by the task or project
- Strong PC skills and MS Office skills, excel, Power BI, JIRA or equivalent project management platforms
Required Education:
- Bachelor’s degree in Supply Chain Management, Operations, Business Administration, Logistics, or a related field.
- 7+ years of progressive operations management experience, preferably in e-commerce (i.e., Amazon, e-commerce marketplaces), fulfillment, or multi-channel distributor environments
WORKING CONDITIONS:
- Fully remote (U.S. only), with flexibility to support ET/EDT time zone as primary
- Dedicated workspace and reliable high-speed internet
- Frequent virtual communication including video conference/email/chat
BENEFITS:
In addition to the fun and positive work environment that we provide you will also receive:
- Competitive Compensation Package
- Medical, Dental, Vision, Life and Ancillary product options
- HSA and FSA
- Traditional and Roth 401(k) with employer matching contributions
- Paid Time Off with Holidays
- An engaging work life with life balance
- Growth opportunities
- 100% remote workforce
$110,000 to $125,000 annually plus bonus
Compensation for this role will vary based on factors such as qualifications, experience, skill level, and competencies. The Company will meet minimum wage or the minimum of the pay range (whichever is higher) based on city, county, and state requirements.
Top Skills
What We Do
ePromos was founded in 1998 with the intent to disrupt the 100-year-old promotional products industry through innovation and technology.
Today, as a Top 40 Promotional Products company we are at it again breaking the paradigms of traditional distributorships. We are a global enterprise solution provider and e-commerce company with expertise in ideation, merchandising, sourcing, production, kitting and distribution of promotional products and custom branded merchandise.
We see promotional products as an expression of the 5 senses to connect with your brand. A way to tell your story through physical goods. A way to connect with your tribe, your customers, your staff, the team. We’re here to help you find the connection through items that express your brand through those senses.
Whether we’re working with global or local clients, companies just getting started or established ones in all shapes and sizes, the goal is the same: provide an unparalleled service catered to your needs. For some this means a no-touch, e-commerce model, to others a more hands on approach or agency-style solution. We come to work every day thinking about how we can make ordering promotional products better and easier to help you achieve your goals.
Utilize our expertise. Call us or message us at any time.
