Senior Vice President of Supply Chain & Operations

What You’ll Do:

We’re looking for a forward-thinking, growth-minded, and detail obsessed SVP of Operations to lead our Supply Chain and Customer Experience organizations. Reporting to the Chief Financial and Operating Officer, this role will set and scale BRUNT’s end-to-end operational strategy during a period of aggressive growth, new channel expansion, and continued innovation. You will be responsible for ensuring our supply chain and customer experience infrastructure not only keeps pace with the business, but stays one step ahead. 

How You’ll Do It:

Supply Chain

• Define BRUNT’s long-term supply chain vision and roadmap - spanning supply planning, logistics, distribution, sales operations, partner services and reverse logistics.
• Establish and manage new supply chains tied to category, channel and geographical expansion
• Evaluate and optimize BRUNT’s distribution network, including scaling from a single-node model to a resilient multi-node network, while overseeing transportation strategy and 3PL performance across SLAs, cost-to-serve, peak readiness, and continuous improvement. 
• Lead decisions on systems, tools, and partners and data infrastructure (OMS, WMS, TMS, supply planning, and reporting) to support scale, accuracy, and visibility.
• Own performance metrics and continuous improvement, including OTD, order accuracy rate, OTIF, cost per order shipped, fulfillment as a percentage of revenue, pick cost per order, and variance to contracted 3PL rates
• Align supply chain initiatives with company OKRs and long term goals to ensure the supply chain stays one step ahead as rapid growth continues and new channels, partners, and distribution models are adopted.
• Work cross-functionally with the Merchandising, Planning, Wholesale, Finance, Customer Experience, and Marketing leaders to ensure operational alignment and that supply chain capabilities can service both continued growth and new initiatives.

Customer Experience

• Define BRUNT’s long-term customer experience vision and roadmap across all service channels - phone, email, chat, social, and future platforms. 
• Align the customer experience initiatives with company OKRs and long term goals to ensure the customer experience can keep up with rapid growth and changing customer needs.
• Own CX performance metrics and continuous improvement, including NPS, CSAT, CREP, Average hold Time, Tickets per Hour , Call per Hour, and cost per contact, while scaling volume. 
• Build scalable, future proof processes, tools, and policies, including the use of automation, technology and AI, to support rapid customer growth while improving service quality, cost per ticket, and operational efficiency.
• Champion customer experience insights across the organization and ensure the CX voice is integrated into product, policy, and operational decisions. 
• Focus on key metrics and goal setting, while continually improving NPS, CSAT, and CREP while scaling volume.
• Lead and develop a team of up to 15 agents and managers

Team Leadership & Culture

• Build, lead, and retain a high-performing team of supply chain and customer experience professionals who thrive in a fast-paced, impact-driven environment.
• Lead the Director of Supply Chain and Director of Customer Experience (and their teams) instilling accountability, clarity, and a growth mindset. 
• Model BRUNT’s core values: Build with the Customer, Make an Impact, Fight Like the Underdog, Crew Comes First.

What You Bring to the Table:

• 10+ years of supply chain or operations experience, in conjunction with customer experience management, ideally including experience as VP/SVP at a high-growth e-commerce, retail, or consumer brand.
• Deep expertise across the end-to-end supply chain- supply planning, inventory segmentation, logistics, and distribution. 
• Experience managing 3PLs, scaling fulfillment networks, and navigating high-growth environments.
• Proven leadership skills with experience building, leading, and mentoring high-performing teams.
• Ability to operate seamlessly between strategic planning and hands-on execution - you know when to delegate and when to roll up your sleeves. 
• Strong cross-functional communication skills and a track record of partnering with Finance, Product, Planning, and Marketing to deliver business results

In accordance with the Massachusetts Salary Range Transparency Law, we are providing the good-faith salary range for this position. The anticipated salary range for this role is: $215,000 – $285,000 per year. This range reflects the base salary that we reasonably expect to pay for this position at the time of posting. The actual compensation offered will depend on factors such as qualifications, experience, skills and budget. This role may also be eligible for additional compensation, including:

• Bonus eligibility
• Equity or other incentive compensation, if applicable