Little Sleepies

Director, Logistics, Customer Service

Little Sleepies

full-time

Posted on:

Location Type: Remote

Location: Remote • California • 🇺🇸 United States

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Salary

💰 $150,000 - $160,000 per year

Job Level

Lead

About the role

  • Own all daily operations across 3PL management, inbound logistics, outbound fulfillment, and customer support
  • Develop strategy and manage relationships, contract negotiations, KPIs, and accountability with third-party logistics partners, ensuring SLA adherence, accurate inventory management, and efficient order processing
  • Optimize inbound freight strategy to reduce costs and transit times from factories to 3PL, including scheduling, enhanced tracking, customs coordination, and proactive issue resolution
  • Lead outbound order flow and fulfillment planning, aligning with marketing calendars, inventory constraints, and volume forecasts
  • Partner with Supply Chain and Planning teams to ensure accurate inventory availability and readiness for product launches
  • Oversee customer support strategy, quality, staffing levels, and drive improvements to response time, CSAT, and first-contact resolution while maintaining a warm, empathetic, family-focused brand tone
  • Provide timely updates / escalation on potential product quality issues to Product Integrity / COO, including supporting data. Ongoing support on data and customer management whilst managing any customer incidents. Ongoing reporting of customer feedback on manufacturing defects including monthly quality reporting
  • Partner with Technology teams to implement tools such as AI chat assistants, workflow automation, ticket triage routing, and predictive analytics for demand-driven staffing
  • Build and standardize and scalable operational processes that reduce cost, error rate, and manual touchpoints to support company growth
  • Develop dashboards and analytics to track cost savings, operational efficiency, customer metrics, and 3PL performance while regularly reporting insights and performance risks to leadership
  • Lead cross-functional root-cause analysis when failures occur, ensuring sustainable corrective actions and stronger preventative systems
  • Partner cross-functionally with Product, Finance, Technology, and Marketing to support company initiatives
  • Manage operational budgets with a focus on identifying savings opportunities and eliminating inefficiencies across logistics, fulfillment, and customer support operations
  • Ensure compliance with regulatory, safety, and documentation requirements across logistics and fulfillment
  • Manage Duty Drawback process when applicable

Requirements

  • 8+ years of experience in logistics and supply chain management, or related fields, with at least 3+ years managing 3PLs and similar experience managing the customer support function
  • Experience developing 3PL strategy, contracting, performance scorecards, and process improvements within a fast-growing e-commerce or consumer brand
  • Proven track record of driving inbound freight cost reductions, transportation optimization, and logistics-related savings and outbound e-commerce fulfillment
  • Demonstrated ability to build efficient processes in a fast-growing consumer brand or e-commerce environment
  • Strong analytical skills with experience building transportation cost models, performance dashboards, and KPI frameworks
  • Experience implementing and ability to evaluate technology solutions—WMS, OMS, automation tools, AI customer support systems—to improve speed, accuracy, and cost efficiency
  • Ability to balance strategic thinking with hands-on problem solving
  • Comfortable working in a fast-paced, growth-oriented environment
Benefits
  • Health, dental, and vision insurance
  • Paid time off, vacation
  • Sick days
  • Paid holidays
  • Short and long-term disability
  • Life insurance
  • 401(k)
  • Employee Assistance Program
  • Flexible Spending Accounts
  • Home office stipend
  • Internet stipend
  • Company discount
  • Team building activities
  • Company-issued computer

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
logistics managementsupply chain management3PL managementcontract negotiationsKPI developmentinventory managementcost reductiontransportation optimizationprocess improvementsdata analysis
Soft skills
strategic thinkingproblem solvinganalytical skillscross-functional collaborationcustomer supportcommunicationleadershipempathyadaptabilityteam management