Director of Strategy & Operations

About Our ClientOur client is not just a 3PL; it's a growth partner for merchants. It provides cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, the organization is on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a merchant - first mindset.Why Join the Team?Our client believes in building for the long term, and its success is powered by five key differentiators that help it become a true partner to its merchants.Global Fulfillment Network: The 12+ owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. Fulfillment is never outsourced, ensuring quality and consistency.Proprietary Technology: The need for tribal knowledge has been eliminated with its AI-powered platform. It provides a real-time, unified view of inventory and orders, giving merchants the control and visibility they need to succeed.Unrivaled Support: Hands-on, "mom and pop" support with a global reach is provided. Dedicated teams are on-site at every fulfillment center, ready to jump into action.Transparent Pricing: Honest, long-term partnerships are believed in. All-inclusive pricing means predictable costs, with no hidden fees or surprises.Committed to the Future: Over $10 million is invested annually in research and development to ensure technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.Core ValuesMerchant-first: The logistics are handled so merchants can focus on what they do best—growing their business.Own it: Ownership is taken for work, mistakes, and successes.People make the organization: Belief is in the team and investment is made in people.Change the score: The status quo is challenged, constantly innovating and improving.Get sh*t done: It's a fast-paced, high-growth company that values action and results.About The RoleThe Director of Strategy & Operations is a force-multiplier for the executive team. This role will 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.Key ResponsibilitiesStrategic Planning & OKRsLead annual/quarterly planning cycles, define company and departmental OKRs, and run the operating cadence (QBRs, MBRs, weekly exec reviews).Program & Portfolio ManagementStand 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 ExcellencePartner 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 & InsightsPartner 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 SupportDirectly support merchants as needed, leaning in as a subject matter expert on the organization's strategy and continuous improvement for customer QBRs or sales prospects.Org EnablementDesign an effective organizational structure that streamlines strategy into program and project execution.Scale a small existing team by continuing to prove outsized value.Required Qualifications7+ 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.Note:“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”