Senior Director, Logistics, Customer Experience

Great Minds

Senior Director for logistics and customer experience at Great Minds. Overseeing customer support operations and integrating supply chain logistics for enhanced efficiency.

Posted 5/8/2026full-timeRemote • Ohio • 🇺🇸 United StatesSenior💰 $191,000 - $203,000 per yearWebsite

About the role

Key responsibilities & impact

Lead warehouse operations, logistics planning, and inventory management across all fulfillment centers
Develop supply chain strategies and implement tools and systems that improve forecasting, inventory turnover, service levels, and cost efficiency
Align logistics planning with product launch schedules and sales cycles to ensure timely product availability and fulfillment
Oversee route-to-market strategy and warehouse footprint optimization initiatives
Serve as the primary relationship manager for third-party logistics and warehouse vendors
Conduct regular business reviews and maintain an active on-site presence to evaluate performance and operational alignment
Lead all contractual negotiations with external partners, ensuring that service level agreements (SLAs), quality standards, and cost targets are met or exceeded
Monitor vendor KPIs and drive accountability for continuous improvement in financial and operational performance
Provide strategic oversight of the Customer Support Team (CST), ensuring exceptional service across all customer touchpoints
Prioritize and manage inbound support requests, focusing on resolving issues related to logistics
Champion the implementation of AI tools to enhance support capabilities, improve efficiency, and reduce response times
Monitor service metrics and drive continuous improvement based on customer feedback and data analysis
Guide and support the development and deployment of AI agents for customer support automation
Evaluate and iterate on AI use cases that streamline service delivery and reduce repetitive tasks
Provide direction and support to customer experience and logistics teams, setting clear goals and expectations
Foster a collaborative, customer-focused culture centered on accountability and performance
Serve as a key liaison between internal stakeholders and operational teams to ensure alignment across business units
Develop and manage budgets for logistics operations and customer support services
Partner with Finance to track spending, forecasts, and ROI for strategic initiatives
Establish performance targets and KPIs to measure cost-effectiveness and service quality

Requirements

What you’ll need

10 years of experience in logistics, supply chain, or customer operations, including leadership of cross-functional teams
5+ years of management experience
Experience implementing AI, automation, or technology-based solutions in customer service settings
Demonstrated success managing external vendors, including conducting business reviews, negotiating contracts, and ensuring operational alignment
Strong leadership skills with the ability to manage through complexity and change
Excellent analytical, negotiation, and communication skills
Bachelor's degree in Supply Chain, Logistics, Business, or a related field

Benefits

Comp & perks

Health insurance
Professional learning
Purposeful technology
Responsive service that enables strong adoption and impact

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

logistics managementinventory managementsupply chain strategyforecastingcost efficiencyvendor managementcontract negotiationKPI monitoringAI implementationcustomer support automation

Soft Skills

leadershipanalytical skillsnegotiation skillscommunication skillscollaborationcustomer-focusedaccountabilityperformance managementproblem-solvingchange management