SENIOR OPERATIONS MANAGER

Our client, a fast-growing eCommerce company in the Patient Care space, with a strong presence in the Home Medical Equipment (HME) and Durable Medical Equipment (DME) niche, is seeking a highly driven, execution-focused professional to fill an immediate full-time remote Senior Operations Manager opening. As the Senior Operations Manager, you are the company's logistics engine — owning and driving end-to-end execution across suppliers, freight, inventory, and fulfillment. You don't just manage operations — you obsess over them. Every shipment is tracked, every forwarder is held accountable, and every purchase order is placed with full awareness of its financial impact. You lead by doing — raising the execution bar of the team through hands-on involvement, system building, and continuous improvement. You actively leverage AI, not as a tool, but as a core operational layer — building systems, automations, and workflows that improve visibility, accuracy, and decision-making. This is not a role for someone who wants to maintain what exists. It is for someone hungry to improve, optimize, and prove they can operate at a high-performance level. About the company: The company is a purpose-driven provider of Patient Care products dedicated to improving the lives of patients and caregivers. With thousands of positive reviews and a globally distributed team, the company focuses on creating practical, well-designed solutions that address real-world caregiving needs. Customer obsession is at the core of the company's culture, guiding decision-making and product development. The mission is to enhance well-being through thoughtful design and continuous feedback loops, while the vision is to empower patients and caregivers through innovative and accessible products. The company fosters a supportive, high-performance environment that values ownership, growth, and meaningful contribution. Key Responsibilities: Own Supply Chain Execution & Pipeline Visibility • Maintain live pipeline visibility at all times — including China warehouse status, vessels in transit (ETD/ETA), and inventory received stateside. The pipeline never surprises the business . • Deliver month-end inventory snapshots and quarter-end reconciliations to finance without being asked . • Ensure AI systems automatically flag anomalies across the pipeline (delays, mismatches, risks). • Ensure 100% on-time product launches , QC pass rate >98% on first inspection , and On Time In Full (OTIF) >95% by Month 6 . • Maintain >98% in-stock rate on top revenue SKUs , aged inventory <8% of total units , and drive inventory turns toward 5–8x annually . • Secure a minimum of 3 freight quotes per booking and ensure no forwarder is retained without performance data (ETD accuracy, delays, cost benchmarks) . • Maintain and update a rolling 12-week supply plan , with AI-driven risk detection and reorder triggers before stockouts occur . Drive Financial Discipline in Operations • Maintain a standing financial analysis for every active supplier — including cash flow impact, landed cost, and MOQ trade-offs — continuously updated via AI-powered tools . • Ensure no purchase order is committed to excess inventory without documented financial justification . • Track landed cost against target COGS on every order . • Deliver a monthly operations cost summary (freight, duty, storage, COGS trends) — compiled and formatted automatically via AI tools . • Ensure 100% application of Nairobi Protocol and all applicable duty exemptions . • Build and maintain an AI system that verifies HS codes and eligibility before every freight booking — zero exceptions . Build SOPs & Scalable Systems • Conduct a full operational audit within the first 60 days , clearly identifying what is working, broken, missing, and where AI can enhance execution . • First 30 days are dedicated to learning, not restructuring , followed by a prioritized improvement roadmap presented to the Head of Operations. • Ensure all SOPs are documented, tested, live in Asana, and followed without supervision . • Audit every SOP for AI acceleration opportunities . • Build and implement at least 2 AI-powered tools within the first 6 months , and document and hand them off as repeatable team processes . • Ensure SOPs are reviewed quarterly and continuously optimized . Own DTC Fulfillment & Inventory Strategy • Ensure all supply planning accounts for total demand across all channels (Amazon, DTC, wholesale, and emerging channels) — no decision is made without a full demand picture. • Maintain an AI-powered demand model that continuously updates forecasts and surfaces risks. • Ensure DTC and Amazon inventory pools never compete for the same units , with AI monitoring stock levels and reorder thresholds. • Own DTC fulfillment performance end-to-end — cost, lead time, and service level — escalating issues with proposed solutions before customer impact. Lead and Develop the Operations Team • Assess all team members within the first 30 days, identifying strengths, gaps, and development needs. • Define clear ownership and weekly KPIs for each team member, ensuring accountability and independent execution. • Address performance gaps within 7 days — no prolonged underperformance. • Ensure no team member requires daily oversight on core responsibilities. • Coach the team on financial awareness and AI adoption , ensuring each team member delivers at least one AI-driven workflow improvement within the first 6 months . Qualifications: • 3+ years of hands-on experience managing Amazon FBA operations, including shipment creation, AWD, inventory management, and compliance. • Proven experience managing overseas suppliers (preferably China), booking freight with multiple forwarders, and handling customs and duty optimization. • Strong experience managing inventory across multiple fulfillment channels, with a track record of maintaining high in-stock rates and controlling aged inventory. • Experience leading and managing a team (minimum 2 direct reports), with clear evidence of accountability and performance management. • Proven experience building, following, and improving SOPs and operational processes. • Hands-on experience building AI tools, automations, or workflows is strongly preferred. Core Competencies & Values: • Attention to detail: does not let important details slip through the cracks or derail a project. • Commitment (Work ethic): possesses a strong willingness to work hard and sometimes long hours to get the job done. • Consistency (Persistency): demonstrates tenacity and willingness to go the distance to get something done. • Growth (Growth mindset): continuously seeks to learn, improve, and grow. • Problem solver (Proactivity): acts without being told what to do and brings new ideas. • Trust (Honesty/integrity): operates with transparency and high ethical standards. Leadership Competencies: • Efficiency: builds systems that maximize output and eliminate wasted effort. • Analytical skills: applies financial thinking to every operational decision. • Organization & Planning: manages multiple complex workflows without failure. • Calm under pressure: maintains performance and clarity in high-stress situations. • High standards: operates with a zero-error mindset on execution and reporting. • Enthusiasm: brings energy and passion for logistics, AI, and operational excellence. What We Offer: • Full-time remote position in a rapidly growing international company. • Direct ownership of critical operations and supply chain performance. • High impact role with significant autonomy and decision-making power. • A performance-driven and feedback-oriented culture. • Competitive compensation based on experience. • Annual fully sponsored company trips. • Quarterly performance-based bonuses. • Paid Time Off: Local public holidays plus two weeks of paid vacation annually. • Long-term growth opportunities aligned with company expansion. This is an excellent opportunity for an operations leader who thrives in high-performance environments, combines analytical thinking with execution excellence, and is driven by ownership, accountability, and continuous optimization.