Director of Logistics and Order Fulfillment

Summary

Join Once Upon a Farm as the Director of Logistics and Order Fulfillment, overseeing retail and DTC operations, customer service, and logistics to ensure a seamless, customer-centric experience. You will manage end-to-end retail operations, from order fulfillment to customer support, optimizing processes and improving the customer journey. Collaborate across departments to align strategies with business objectives, driving customer satisfaction and loyalty. This role requires strong leadership, analytical, and communication skills, along with expertise in logistics, DTC operations, and supply chain management. The position offers a remote-first work environment with a competitive salary, comprehensive benefits, and opportunities for professional growth within a purpose-driven company.

Requirements

• Bachelor’s degree in Business, Operations, Supply Chain Management, or a related field; MBA or advanced degree is a plus
• 7+ years of experience in retail operations, customer service, and logistics, with at least 3 years in a leadership role
• Strong expertise in logistics, DTC operations, supply chain management, and customer service strategy
• Proven track record of optimizing retail processes, managing logistics, and enhancing customer satisfaction
• Excellent analytical, leadership, and communication skills, with experience in cross-functional environments
• Strong project management, organizational skills, and superior attention to detail
• Self-starter with the ability to collaborate in a team-oriented environment and adapt to evolving priorities and business needs
• Ability to communicate complex ideas clearly and concisely; strong presentation skills
• Solid knowledge of Microsoft Suite, Outlook, Slack, and other professional platforms
• Up to 10% travel required: Although this role is a remote work-from-home position, we “Farmers” do meet as a company and/or as a department a few times a year. Anticipate possible travel up to a few times each quarter
• Genuine passion for improving childhood nutrition for a healthier and happier planet
• Desire to contribute to a dynamic high-growth, purpose-driven work environment
• Must reside in the United States to be considered for this position

Responsibilities

• Oversee all 3PL warehouses for both retail and DTC operations to include order fulfillment, inventory control, and supply chain processes to ensure timely and accurate deliveries
• Develop and implement strategies to streamline retail processes, boost operational efficiency, and control costs
• Regularly analyze key performance indicators (KPIs) to identify areas for improvement and drive solutions that enhance the overall customer experience
• Lead the retail customer service team, establishing standards and best practices to ensure responsive, high-quality support across all customer touchpoints
• Design and manage customer feedback and satisfaction programs to gather insights, address pain points, and improve service quality
• Develop training programs, quality control measures, and performance metrics to consistently elevate customer service and deliver a positive, brand-aligned experience
• Manage logistics operations, including warehousing for both finished goods and materials, shipping, and distribution, to ensure cost-effective and efficient fulfillment of orders
• Work closely with supply chain partners and internal teams to optimize inventory management, reduce delivery times, and improve order accuracy
• Develop contingency plans to handle supply chain disruptions, seasonal demand, and capacity planning, which is key to maintaining smooth operations
• Partner with Marketing and Sales to lead operations initiatives that provide cohesive and engaging customer experiences across channels
• Leverage data and customer feedback to drive projects aimed at improving retention, loyalty, and customer satisfaction
• Implement systems and processes that support seamless customer interactions, enabling quick issue resolution and consistent experiences across touchpoints
• Work with cross-functional teams to align retail operations, customer service, and logistics strategies with broader business goals
• Manage department budgets and optimize costs to meet objectives efficiently
• Lead, mentor, and develop a high-performance team, including 2 direct reports
• Foster a culture focused on customer satisfaction, operational excellence, and continuous improvement, positioning the organization for growth

Preferred Qualifications

Previous exposure to cross-functional work between Sustainability and Operations preferred

Benefits

• Remote-first work environment
• Annual Bonus
• 401(k) program + 4% company match after three months
• New Hire Remote Life Stipend + annual Nourish and Nurture Allowance
• Monthly Cell and Internet Stipend
• Quarterly Farm-to-Fridge home deliveries and Employee Discounts
• New Parents: Up to 18 weeks of paid Parental Leave, Baby Steps Back To Work, 3 months’ supply of Once Upon A Farm products, and breast milk shipping service and support for those who travel after birth for the duration of your breastfeeding journey
• Unlimited Paid Time Off
• Paid Volunteer Time
• Paid Time Off to fulfill civic responsibilities including jury duty and voting in local, state, and national elections
• Medical Insurance for the employee covered at 100% on select plans, with additional plan options at a reduced cost to the employee
• Vision and Dental Insurance covered at 100% for the employee and dependents
• Life insurance
• Flexible spending account (Medical & Dependent Care) and Health savings accounts for applicable plans
• Employee assistance program (EAP)
• All other benefits, leaves, and insurance as required by law, based on your specific residence