E-Commerce, Direct to Consumer - Director

E-Commerce, Direct-to-Consumer (DTC) Director

Contract to Full Time (No 3rd party resumes). Onsite (El Segundo, CA).

Position Overview

Our client is seeking an E-Commerce Director to build and lead the operating backbone of the direct-to-consumer (DTC) business. This role translates commercial strategy into disciplined, high-quality execution across forecasting, inventory, fulfillment, customer experience, reporting, and cross‑functional coordination.

The ideal candidate brings deep experience in consumer‑packaged goods, omnichannel retail, and hands‑on expertise building and scaling DTC platforms. The leader will own the end‑to‑end digital commerce ecosystem — from digital shelf optimization and retail media to CRM, lifecycle marketing, and fulfillment strategy. The mission is to build a dependable DTC operating system that supports profitable growth, strong customer experience, and scalable product launches across frozen and future non‑perishable categories.

Key Outcomes (First 6‑12 Months)

• Forecasting, Inventory & Supply Coordination
• Own DTC demand planning in partnership with finance, supply chain, and product teams
• Align inventory allocation across launches, ongoing sales, and broader business constraints
• Monitor in‑stock risk, replenishment timelines, and 3PL inventory positioning
• Build tools and processes to improve forecast accuracy and reduce stockouts and excess
• Own day‑to‑day relationship with 3PL and key operational partners
• Manage fulfillment performance across order processing, shipping, delivery timing, damages, and returns
• Define and continuously improve SOPs for frozen fulfillment, packaging, inserts, and issue resolution
• Monitor and optimize shipping and fulfillment costs
• Ensure operational readiness for product launches, promotions, and demand spikes
• Partner with customer service teams to identify and resolve recurring issues
• Track support ticket trends, refund/replacement drivers, and customer feedback signals
• Translate customer pain points into operational improvements across packaging, shipping, product pages, FAQs, and communications
• Ensure the end‑to‑end customer experience aligns with the brand promise
• Own daily and weekly operational reporting across orders, fulfillment, inventory, customer issues, and margin drivers
• Build dashboards and scorecards for leadership visibility and decision‑making
• Analyze order‑level economics including shipping, packaging, discounts, fees, and refunds
• Lead root‑cause analysis and corrective action planning when performance falls short
• Serve as the connective tissue across marketing, finance, supply chain, product, legal, and external partners
• Lead weekly operating meetings, launch readiness reviews, and action tracking
• Improve workflows, decision‑making frameworks, and accountability across teams
• Support implementation and optimization of key tools (Shopify, Klaviyo, CX platforms, subscriptions, analytics stack)

Qualifications

• Bachelor's degree in a related field required
• 7+ years of experience in e‑commerce operations, DTC operations, supply chain, or business operations
• Experience managing 3PLs and end‑to‑end fulfillment operations
• Strong analytical skills with proficiency in spreadsheets, reporting, and operational metrics
• Experience in Shopify or similar DTC platforms preferred
• Background in food, beverage, Client, or temperature‑sensitive fulfillment strongly preferred
• Demonstrated ability to build structure and drive execution in fast‑paced, ambiguous environments
• Demonstrated ability to influence through storytelling, communications, and stakeholder engagement
• Strong project management and cross‑functional collaboration skills in a fast‑paced environment
• High emotional intelligence, sound judgment, and a deep commitment to purpose‑driven work
• Strong strategic thinking skillset
• Experience in relationship building & stakeholder influence
• Strong verbal and written communications
• Data‑driven decision making
• Establish a consistent weekly operating cadence across inventory, fulfillment, customer experience, and reporting
• Improve forecast accuracy and alignment across launches, promotions, and supply constraints
• Strengthen 3PL management, SOPs, and cost control
• Reduce order defects, shipment issues, refunds, and customer complaints
• Build clear, actionable reporting on business performance and operational drivers
• Improve contribution margin through operational discipline and optimization
• Develop scalable processes for launches, bundles, and new product categories

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