Head of Operations

Accountabilities:: As Head of Operations, you will oversee all operational functions, establish efficient processes, and lead cross-functional execution to support sustainable business expansion. You will work closely with the Founder and other functional leaders to eliminate bottlenecks, improve performance, and build a scalable operational structure. Supply Chain & Inventory Management: Own end-to-end supply chain operations, including demand forecasting, inventory planning, purchase orders, and replenishment. Develop reliable inventory forecasting systems to prevent stockouts and excess inventory. Oversee third-party logistics (3PL) partners and ensure fulfillment operations scale efficiently with increasing order volumes. Improve production planning, strengthen supplier coordination, and reduce manufacturing lead times. Manufacturing & Cost Optimization: Identify, evaluate, and onboard supplement manufacturers across the United States and China. Lead commercial negotiations to secure competitive pricing, improved payment terms, and favorable production agreements. Optimize cost of goods sold (COGS) while maintaining product quality and operational standards. Build and maintain strong relationships with manufacturers and strategic suppliers. Quality Assurance & Regulatory Compliance: Ensure manufacturing partners comply with applicable supplement industry standards and regulatory requirements. Oversee Certificates of Analysis (COAs), certifications, current Good Manufacturing Practices (cGMP) documentation, and quality assurance processes. Establish quality control procedures to minimize product defects, compliance risks, and potential recalls. Ensure manufacturing and product labeling processes meet relevant US regulatory requirements. Product Development & Launch Operations: Lead operational planning and readiness for new product and SKU launches. Coordinate packaging, manufacturing, inventory availability, and fulfillment requirements. Ensure cross-functional teams remain aligned with product launch schedules and operational milestones. Identify opportunities to improve existing product and packaging processes. Customer Experience Operations: Oversee the Head of Customer Support and ensure customer service operations can scale alongside business growth. Monitor and improve key customer experience metrics, particularly returns, refunds, and payment chargebacks. Collaborate with customer support teams to identify recurring issues and implement effective solutions. Develop processes that protect customer satisfaction while controlling unnecessary operational costs. Vendor Management, Legal & Brand Protection: Review agency, software, and third-party vendor expenses to identify opportunities for cost optimization. Oversee vendor contracts, commercial agreements, and operational legal matters. Coordinate brand protection initiatives, including identifying and addressing counterfeit products and unauthorized copycats. Establish appropriate operational controls and compliance procedures. Operational Infrastructure & Leadership: Build scalable standard operating procedures (SOPs), workflows, reporting structures, and operational dashboards. Define, monitor, and improve key operational performance indicators (KPIs). Lead cross-functional execution across operations, customer experience, creative, and other business functions. Build, manage, and develop the operations team as the business expands. Take full ownership of operational execution and proactively resolve bottlenecks before they affect business performance. First 90-Day Priorities: Assume ownership of day-to-day operations, significantly reducing the Founder's involvement in operational execution. Rebuild inventory forecasting into a reliable, accessible reporting system, ideally supported by AI-powered automation. Establish clear inventory ordering processes and stronger oversight of 3PL operations. Define core operational KPIs and establish a consistent reporting cadence. Identify opportunities to reduce COGS and negotiate better supplier pricing and payment terms. Improve production planning and shorten manufacturing lead times. Work with customer support teams to reduce returns and payment chargebacks. Audit agency and software expenses and implement cost-saving initiatives. Establish a scalable operational structure with clear responsibilities, SOPs, and accountability. Requirements : The ideal candidate is a commercially minded and execution-driven operations leader with significant experience scaling high-growth DTC businesses, preferably within the supplement, nutraceutical, or wellness industry. You should combine strategic thinking with hands-on operational expertise, demonstrate strong negotiation and leadership capabilities, and be comfortable making independent decisions in a fast-moving environment. Must-Have Qualifications: Significant experience leading operations within high-growth direct-to-consumer (DTC) businesses, ideally organizations generating multiple eight-figure or nine-figure annual revenues. Direct experience in the supplement, nutraceutical, or wellness industry, with a strong understanding of manufacturing, quality assurance, and regulatory compliance. Proven expertise managing end-to-end supply chain operations, including demand forecasting, inventory management, purchase orders, and 3PL oversight. Demonstrated experience sourcing, evaluating, and negotiating with manufacturers, particularly in the United States and China. Strong knowledge of supplement manufacturing requirements, including COAs, cGMP standards, certifications, and quality control procedures. Experience managing customer support operations and improving returns, refunds, and chargeback performance. Previous experience leading teams and managing other functional leaders. Strong commercial negotiation skills and a proven ability to reduce operational costs. Ability to operate independently, make sound decisions, and take full ownership without requiring constant supervision. Excellent organizational, analytical, and problem-solving skills. Strong attention to detail, particularly regarding inventory, manufacturing quality, regulatory compliance, and financial controls. Preferred Qualifications: Previous experience as a Head of Operations or in an equivalent senior operational leadership position. Experience scaling a DTC subscription business through periods of rapid growth. Strong financial and commercial acumen, including budgeting, cost management, and unit economics. Experience implementing AI-powered dashboards, automation tools, and operational reporting systems. Experience building operational teams, processes, and infrastructure within an early-stage or rapidly expanding business. Ideal Candidate Profile: Highly autonomous: Takes ownership, makes decisions, and executes effectively without waiting for instructions. Commercially minded: Understands how operational decisions influence margins, cash flow, and overall business growth. Resourceful and adaptable: Comfortable building systems and processes from scratch in a lean environment. Detail-oriented: Maintains high standards across inventory management, manufacturing quality, compliance, and financial controls. Proactive: Anticipates operational risks and addresses problems before they become critical. Execution-driven: Moves quickly, prioritizes effectively, and maintains strong operational discipline. Benefits : Competitive salary, with flexibility for exceptional candidates. Full-time remote opportunity open to candidates worldwide. Significant performance-based incentives linked to key operational metrics. Potential future equity participation, subject to performance review and a defined roadmap. Opportunity to work directly with the Founder and take ownership of a critical business function. Lean, fast-moving working environment with quick decision-making and minimal bureaucracy. Significant opportunity to shape operational strategy and contribute directly to business growth.