ShipMonk
Role Summary The Director of Strategy & Operations is a force-multiplier for ShipMonk's executive team. You'll translate company strategy into clear roadmaps, orchestrate cross-functional execution (Ops, Product/Engineering, Finance, Sales, CX), and drive continuous improvement across the business. This role blends strategic planning, program leadership, analytics, and hands-on operational excellence. What You'll Do * Strategic Planning & OKRs * Lead annual/quarterly planning cycles, define company and departmental OKRs, and run the operating cadence (QBRs, MBRs, weekly exec reviews). * Program & Portfolio Management * Stand up and run mission-critical, cross-functional initiatives (e.g., new site launches, network optimization, SLAs, cost-to-serve programs, new product rollouts). * Build program KPIs and governance to ensure on-time, on-budget delivery. * BizOps Excellence * Partner with departmental resources to stand up and iterate on internal BizOps processes (Product GTM, Support Flow, At-Risk Management, etc), ensuring proper governance structure, process, and tooling to streamline * Data & Insights * Partner with Data/Analytics to design executive and departmental dashboards that provide actionable insights * Drive root-cause analysis and corrective action for service exceptions, such as merchant complaints or missed performance metrics * Customer & Commercial Support * Directly support merchants as needed, leaning in as a subject matter expert on ShipMonk strategy and continuous improvement for customer QBRs or sales prospects * Org Enablement * Design an effective organizational structure that streamlines strategy into program and project execution * Scale a small existing team by continuing to prove outsized value What You'll Bring * 7+ years in strategy/ops roles within 3PL, e-commerce fulfillment, logistics, operations, or top-tier consulting with deep operator exposure. * Demonstrated success leading cross-functional programs from 0→1 and 1→n in a fast-scaling environment. * Advanced analytical ability (Excel/Sheets, SQL or BI familiarity), and comfort working with imperfect data to make decisions. * Executive communication: clear narratives, structured problem solving, and stakeholder management from floor to boardroom. * People leadership: hiring, coaching, and developing talent.