Head of Operations
Austin, Texas, USA
About FloorFound
Recommerce retail is growing at 25x the rate of full price, as environmentally sensitive, value-shopping consumers have become more open to buying second hand. Historically, retailers have missed out on this opportunity and FloorFound is enabling them to participate in it. By doing so, we both grow the retailer’s customer base and make a meaningful sustainability impact.
We’ve gathered a team that is best in class to work on a precarious problem to benefit the retailer, consumer, and our planet. Joining our team means serving some of the biggest retail brands in the industry today, while building a company that will last.
Head of Operations
The Director of Operations will be a key member of the FloorFound leadership team. FloorFound is pioneering in the area of last mile reverse logistics and circular commerce. As more and more brands recognize that they must embrace circular tactics, we are developing the infrastructure to support the local pick up, receiving, inspecting, pricing and fulfillment of non-new items for brands.
The Director of Operations will have overall ownership for all key results and the strategy for operations of the business including ensuring that our retail customer’s consumers have an optimal experience with pick up, and that new consumers have optimal experience with delivery. This will require management and planning for the company’s overall nationwide (and ultimately) global network as well as management of all 3pl and other service provider partnerships. This role requires creating systems and processes to assure overall attainment of SLAs.
Additionally, you will work closely with our Product and Engineering teams to determine and prioritize strategies for integration, automation and digitization of our network processes end-to-end.
This role will also have responsibility for overseeing billing, reporting and auditing with our service provider partners and reconciliation processes with our retailer customers.
Responsibilities
- Develop and maintain overall strategy for the network supporting FloorFound’s circular eCommerce model
- Build relationships with 3pl/service provider partners including negotiating rates, SLAs and operating requirements
- Ongoing relationship management with 3pl/service providers including KPI attainment, conducting QBRs and overall performance improvement and accountability
- Manage and build new 3pl partnerships and develop executive level relationships with our 3pl partners and other service providers
- Set up processes and collaborate with Product and Engineering to support system requirements for managing service provider billing and revenue reconciliation and billing to our retail customers
- Work closely with Sales, Marketing and Executive leadership to develop pricing models and service levels for network services that support optimum market penetration
- Work with Engineering and Product teams closely to develop reporting dashboards and reports for our customers
- Work with Engineering and Product teams on development of a roadmap for integration and automation with our 3pl and other service provider’s systems
- Work closely with marketing and product to understand consumer experience expectations around pickup and delivery and to optimize for them
- Support Sales and Marketing with go-to-market activities including presentation of our network capabilities and supporting the sales team with meetings with executive champions
- Be a voice for the company within the industry and at key events in the logistics, transportation and supply chain space as we educate the industry on the future of Returns Lifecycle Management and Circular Commerce
- Develop strategy and work with Product and Engineering on models for determining best inventory position for items and forward stocking strategies
- Interacting with prospects and current clients both pre-sale and as part of onboarding process and ongoing client relationship management and planning
Qualifications
- Experience managing complex business processes in an eCommerce environment
- Strong financial process background
- Experience with eCommerce logistics and supply chain processes
- Familiar with negotiation and management of 3pl pricing, KPIs, service levels and other contract details
- Experience managing trading partners including 3pls to SLAs and running QBR process
- Strong background in pricing and contract negotiation
- Experience collaborating with product teams and leadership in an eCommerce environment
- Network design and optimization experience is a plus
- Worked in a final mile retail eCommerce environment
- Experience with business systems and integrations including API, WMS, TMS and more
- Ability to build and manage financial models and support leadership with P&L objectives
Why Choose FloorFound?
- We make our salaries competitive
- We give early equity options: it’s a unique opportunity to be part of the “founding group”
- We provide Health Benefits to give you peace of mind
- $500/year for that Crossfit gym, or to replace your old mountain bike!
- Did we mention snacks? Even for our remote team!
- We’re growing a company at the leading-edge of re-commerce. Help us #savethesofas!
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