Senior Operations Manager

About this role

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.

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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…