Ollie

Director

• Define and execute Ollie’s delivery and shipping strategy, including carrier selection, regional vs. national coverage, line-haul optimization, and last-mile innovation.
• Oversee and negotiate all carrier contracts and relationships, ensuring service level excellence, scalability, and competitive cost structures.
• Establish key metrics, goals, and dashboards to track carrier performance, delivery speed, cost efficiency, and customer satisfaction.
• Act as the internal voice of the customer for delivery, identifying and addressing pain points, testing new approaches (like ice testing or packaging improvements), and collaborating with Product, Tech, Marketing, and Customer Experience teams to enhance the overall experience.
• Own the annual delivery and shipping budget, forecasting, and cost optimization initiatives to align with company financial targets.
• Stay ahead of trends in shipping, logistics, and delivery technology. Regularly assess and propose strategic opportunities to improve speed, reliability, and cost structure.
• Lead business reviews with key carrier partners and present performance, insights, and recommendations to senior leadership.
• Build and mentor a high-performing delivery operations team focused on data, process improvement, and customer experience excellence.

Director, Logistics & Delivery Experience

Customer Support

• Represent the Ollie brand voice to our current and prospective customers.
• Deliver a memorable customer experience that helps to build long-term relationships with our pups and their pet parents.
• Manage customer relationships across multiple channels, including emails, phones, our order management system, and more.
• Accurately track and monitor customer feedback and interactions.
• Help drive initiatives to accomplish our CX Vision of creating a world-class genuinely kind customer experience.
• Develop and lead projects and initiatives that improve the Ollie experience in Canine Care and beyond.
• Report to the Customer Experience Shift Manager.

Customer Experience Associate

SEO Marketing

• Own Ollie’s GEO and SEO strategy, developing a roadmap that increases brand visibility and conversion across both traditional and AI-powered search experiences.
• Optimize Ollie’s presence on AI-powered platforms like Google SGE, Perplexity, ChatGPT, and others, including prompt testing, source attribution strategies, and content structuring to improve inclusion and positioning.
• Conduct keyword and intent research that maps to evolving consumer behaviors across engines (typed queries, conversational prompts, voice search, etc.).
• Identify high-impact content and structural opportunities to improve how Ollie appears in zero-click answers, summaries, featured snippets, and AI recommendations.
• Collaborate with Brand, Product, and Data & Analytics teams to ensure every piece of content is structured for both human readability and machine discoverability, balancing tone with taxonomy.
• Partner with Data & Analytics, Product, and Engineering to improve site architecture, internal linking, structured data, and crawlability to support scalable organic growth.
• Design and execute test-and-learn programs to evaluate performance across traditional and generative search ecosystems.
• Monitor performance and emerging trends using a blend of SEO platforms and AI-specific tools and platforms. Advise Ollie on relevant tool stack.
• Forecast and report on KPIs including organic traffic, contribution to new customer acquisition, and share of brand mentions across AI-generated outputs.
• Stay ahead of the curve on how consumer search behaviors and platforms are evolving, and help Ollie evolve with them.

Director, Logistics & Delivery Experience

Customer Experience Associate

Geo/SEO Strategist