Head of Business Operations

Reports To: CEO

Location: New York City

Peers: Finance, Product, Retail, Marketing

Direct Reports: 3

Core Mandate

To deliver operational reliability at scale across all business operations, connecting teams across the organisation to ensure seamless day-to-day execution while proactively planning for future demand and growth.

Role Overview

This roles provides leadership across all business operations and processes. The role sets operational standards, governance, and performance expectations to ensure process, systems and business inventory is accurately positioned, efficiently turned, and available to meet trading demand.

Working closely with Global Operational Teams, Retail, Merchandising, Product and Finance the role aligns inventory strategy, allocation, and replenishment with operational capability, ensuring that range execution and trading priorities are supported by disciplined processes and data-led decision-making across the business.

Key Ownership Areas

• SOP creation, redundancy planning, error reduction, and operational resilience
• Business operational process mapping, project management and delivery KPI's.
• Ensure all import and export activities are tax-compliant, with ultimate responsibility for top-line sign-off.
• Cost Control, Import and export SLAs, on-time delivery, and cost per order
• Warehousing and 3PL performance
• Accountable for customer experience systems and courier partnerships, including claims management and WISMO reduction.
• Wholesale and Partner integration management and global project management
• Global returns flow and processing speed
• Store operations execution and retail logistics

Key Responsibilities

Business Systems & Process Ownership

• Manage and own the business processes, ensuring ongoing development, enhancements, and alignment with business operational needs.
• Build operational redundancy and resilience to reduce risk, errors, and single points of failure business wide.
• Drive error reduction initiatives through process improvement, training, and system optimisation.

Reporting & Performance Management

• Produce monthly, company-wide operational performance reports covering cost, service, and efficiency metrics.
• Deliver weekly business operational reports to the CEO, highlighting performance, risks, and improvement opportunities.
• Track and report against KPIs related to SLA performance, cost per order, returns speed, and operational accuracy.
• Host companywide meetings to deliver key messaging and manage key launches for business operations.

Omni-Channel Operations

• Collaborating with established Senior Warehouse Managers to ensure the effective operational running of processes and sites, including ecommerce fulfilment, retail replenishment, third-party dispatch, and wholesale processing.
• Ensure operational reliability and consistency across all regions while scaling volume and complexity.
• Own fulfilment SLAs globally, ensuring on-time, accurate delivery at an optimized cost per order.

3PL & Logistics Management

• Lead and manage all warehousing and 3PL partnerships, ensuring performance, cost efficiency, and SLA adherence.
• Collaborate closely with 3PL partners to manage capacity planning, peak readiness, and continuous improvement initiatives.
• Account manage all courier relationships globally, negotiating rates, managing SLAs, and driving on-time fulfilment performance.

Retail Operations & Replenishment

• Collaborate with retail divisions across global locations to manage the global retail replenishment model.
• Support the planning and execution of all new store retail operation models, including design and fit out of stockroom, initial stock inbound plans and capability planning.
• Collaborating with established Senior Warehouse Managers to ensure adequate, timely deliveries to stores, aligned with trading needs and inventory strategies.
• Scope and manage deliveries in line with country-specific legal, regulatory, and customs requirements.

Skills & Experience Required

• 5-7 years’ experience minimum of working in Global Omni-channel operations at Board level, reporting to CEO/Founder is a must.
• Proven senior operations leadership experience within a global omni-channel environment.
• Strong financial and commercial acumen, including payroll, budgeting, forecasting, and cost control.
• Experience operating across multiple regions with varying legal and regulatory requirements.
• Experienced in managing both in-house and 3PL Partners
• Highly structured, detail-driven, and execution-focused
• Comfortable operating at scale in complex, fast-moving environments
• Strong leadership and stakeholder management skills.