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.