Senior Director, Global Operations

We are seeking a high-impact Senior Director of Global Operations to lead our operational strategy and execution across the global Club channel and other key strategic retail partners. This senior leader will oversee operations for major accounts including but not limited to Costco, Sam’s Club, Price Smart, Amazon, and other large-scale retail and e-commerce partners across North America, EMEA, and LATAM. 
 
As a key member of the Clubs Center of Excellence, this role will shape our global operating model, define best practices, and drive scalable, repeatable solutions tailored to the unique needs of club and large-format retail environments. The Senior Director will own the end-to-end Order-to-Cash process, strengthen retailer collaboration, and deliver global standardization that enhances operational excellence, cost efficiency, and organizational scalability. 

This role requires a strategic thought leader who is equally comfortable rolling up their sleeves to solve operational challenges. You will play a pivotal role in shaping the future of our Clubs Center of Excellence, an innovative, cross-functional model designed to harmonize processes, systems, and expertise across global regions. 

Here are some of the exciting things you'll be doing 

1. End-to-End Operations Leadership:

• Develop and execute global operational strategies for club accounts, ensuring optimized order management, supply planning, and fulfillment processes that support growth and customer satisfaction. 

• Oversee the end-to-end Order-to-Cash process, ensuring flawless execution, accuracy, and timeliness. 

• Establish and enforce service-level agreements (SLAs) and monitor team performance against key performance indicators (KPIs). 

• Drive continuous improvement and root cause analysis to reduce recurring issues by building a close partnership with our retailer partners. 

1. Clubs Center of Excellence Development:

• Help lead the establishment of a Clubs Center of Excellence, including defining its structure, processes, and governance. Collaborate with regional leads and functions to create a scalable, consistent operating model that promotes best practices across NA, EMEA, and LATAM.  

• Act as the key operational liaison with Costco and Sam’s Club, driving alignment on process improvements, service levels, and joint growth initiatives. 

• Cross functional partnership with end-to-end supply chain and commercial for the development and execution of the global commercial strategy.  

1. 3. Operational Excellence:

• Establish global KPIs related to retailer customer requirements, operational execution and OTIF. 

• Maintain up-to-date documentation of support processes, system step by step, and configuration.  

• Identify and implement cost-out opportunities and efficiency improvements across logistics, order management, and fulfillment workflows globally. 

1. 4. Cross-Functional Team Leadership:

• Lead and develop a high performing, engaged team with a strong focus on accountability, collaboration, and results.  

• Influence cross functional teams through leadership to ensure data quality, governance, and standardization across systems and processes globally. 

1. Cross Functional Collaboration:

• Collaborate with Supply Chain, Customer Service, and Finance to align prioritizations of request, service levels. 

• Partner with external logistics and supply partners to share insights and improve joint KPIs  

• Lead change management efforts for new business requirements (technology/process) and their roll out.  

1. Success Metrics:

• Improved OTIF and order accuracy metrics across club accounts. 

• Reduced operational cost-to-serve through process and systems optimization. 

• Established standardized processes across key operational areas. 

• Measurable impact on business growth and customer satisfaction.  

• Enhanced team engagement and development of top-performing talent. 

Here are some of the things you'll bring 

• Deep understanding of end-to-end operations, including Order Management, Logistics, Distribution, Customer Service, Supply Planning, and S&OP. 

• Successfully track record-building infrastructure and implement processes for a rapidly growing company.  

• Experience and understanding of global supply chain dynamics and considerations. 

• Proven experience leading operations for major retailers such as Amazon, Costco, Sam’s Club, Walmart.com, or other large-format or e-commerce retail partners. An entrepreneurial spirit and comfort working in a dynamic, fun, fast-paced environment. 

• A team oriented and collaborative approach. Proven results building effective long-term relationships at all levels, internally and externally, and go the extra mile for customers.  

• Experience building new teams and leading remote team members. 

• Proven experience leading and influencing cross functional partners to deliver business results. 

• Unpretentious confidence. Communicate transparently - listen actively and speak respectfully.  

• Ability to communicate for impact, both in writing and verbally. 

• A strong work ethic and an unrelenting resolve to follow through and meet commitments.  

• A demonstrated willingness to learn, roll-up their sleeves and set an example for the team as a “doer.”