Director, Global Direct-to-Consumer Operations

What You’ll Do 

We are seeking a results-driven Director of Global Direct-to-Consumer (DTC) Operations to lead and scale end-to-end DTC operations across markets. This role owns the Order-to-Porch experience, partnering cross-functionally to deliver exceptional consumer service, operational efficiency, and profitable growth through a culture of continuous improvement, automation, and AI-enabled decision-making. 

The ideal candidate brings deep expertise across DTC fulfillment, order management, last-mile logistics, inventory strategy, and cross-functional leadership, with a demonstrated ability to embed operational excellence and innovation at scale. 

Own and Elevate the Order-to-Porch Consumer Experience 

• Partner cross-functionally to define and execute global fulfillment and order management strategies that deliver seamless order processing, end-to-end visibility, and reliable last-mile delivery. 

• Establish, monitor, and continuously improve KPIs (e.g., Order to Porch, Lost-in-transit, cost per unit, consumer satisfaction) using data, experimentation, and automation. 

• Lead root-cause analysis and continuous improvement initiatives to eliminate friction and variability across the consumer journey. 

Optimize Returns & Refunds Through Continuous Improvement 

• Partner with Reverse Logistics to design and continuously optimize returns and refunds processes to improve speed-to-refund, reduce cost, and enhance consumer trust. 

• Apply Lean principles, automation, and AI-enabled insights to reduce touchpoints, improve recovery, and prevent avoidable returns. 

Own Inventory & Fulfillment Strategy 

• Ensure optimal in-stock availability of products, parts, and accessories through data-driven inventory planning and replenishment strategies. 

• Optimize fulfillment network design and inventory placement using advanced analytics and AI to balance speed, cost, and scalability. 

• Drive continuous improvement with DC Operations and 3PL partners through performance management, process standardization, and technology enablement. 

Optimize Parcel Freight & Logistics  

• Leverage predictive analytics and AI to partner with internal stakeholders for carrier selection, routing decisions, and capacity planning. 

• Establish a test-and-learn mindset to continuously improve network performance and resilience to deliver against  

Drive Technology, Automation & AI Innovation 

• Partner with Digital Technology and Logistics teams to deploy scalable order management, fulfillment automation, and omnichannel capabilities. 

• Champion the adoption of AI-driven solutions across forecasting, exception management, fraud prevention, and customer experience. 

• Standardize processes and embed continuous improvement mechanisms to ensure technology delivers measurable business impact. 

Enable Commercial & Promotional Strategy 

• Collaborate with DTC Commercial and Marketing teams to enable promotions, bundles, and launches that are operationally efficient, scalable, and margin-accretive. 

• Use scenario modeling and AI-enabled forecasting to ensure operational readiness for peak events and global expansion. 

What You’ll Bring 

• Proven leadership experience in DTC operations, including order management, fulfillment, last-mile logistics, inventory, and consumer experience. 

• Demonstrated success embedding continuous improvement methodologies (Lean, Six Sigma, or similar) in complex, fast-moving environments. 

• Experience applying automation and AI to improve operational performance, decision-making, and scalability. 

• Strong financial acumen with a track record of managing budgets, optimizing cost-to-serve, and driving sustainable savings. 

• Data-driven decision-maker with deep experience using KPIs, analytics, experimentation, and insights to drive results. 

• Collaborative, influential leader with success partnering across Commercial, Technology, Supply Chain, and Finance. 

• Clear, executive-level communicator able to translate operational and technical insights into business impact. 

• A hands-on, entrepreneurial mindset—comfortable rolling up your sleeves, leading by example, and building high-performing teams.