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Senior Director of Operations, Americas

Closing date
22 Jun 2024

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Senior Manager

Job Details

On is hiring a Senior Director of Operations - Americas, to lead our largest market in it's continued success. As a vital member of the America's Management team, you will lead the Logistics, Happiness Delivery (Customer Service), Technology, and Sales Operations teams. With a global mindset, you will drive initiatives that bridge the America's and global markets, while fostering collaboration with adjacent functions such as supply and demand planning, marketing, sales, and DTC e-commerce & retail. This is a pivotal role bringing together operational excellence with an unwavering commitment to elevating the customer experience.

Your Mission

- Own the Americas Logistics strategy in collaboration with the three Logistics Service Providers in the US and Canada
- Execute logistics strategy according to SLAs with the support of our in-house Logistics team located in Portland as well as onsite at our 3PL locations
- Closely track, analyze and report costs on freight, customs, warehousing and distribution and take fact-based decisions on how to operate our cross-regional business in the most profitable way
- Lead continuous improvement in freight, warehousing and distribution processes, identify cost efficiency opportunities while improving quality and performance
- Collaborate with Sales, Demand Planning and Procurement teams to ensure on-time delivery of all merchandise
- Set strategy for product flows in the region, including warehouse solutions and product deliveries for offline and online business across direct and distributor markets
- Collaborate with On regional and global Controlling teams
- Partner closely with Head of Operations in EU and APAC as well as Global Head of Happiness Delivery in Zurich
- Lead the Customer Service teams in Portland and ensure that On delivers a best-in-class experience to its DTC and Wholesale customers across the United States, Canada and Latin America
- Define the long-term strategy of the Customer Service team and develop continuous improvement plans

Your Story

- You possess 10+ years of relevant business experience with team leading experience, preferably in an international logistics environment; experiences in Ecommerce/DTC businesses strongly preferred
- You have strong people leadership skills and are an enthusiastic team player
- You are passionate about working in a fast paced environment
- You have excellent planning, project management, analysis and coordination skills
- You are detail oriented, data driven, with a good understanding of what matters in delivering great customer experience and ease of doing business. You are able to take initiatives, multi-task and prioritize, to think and react in a high-energy and fast-paced environment
- You have an entrepreneurial growth mindset, eager to challenge the status quo with an appetite for relentless optimization and experimentation. A growth hacker at hear
- You are able to seamlessly move between forward thinking and tactical implementation
- You have proven experience shaping high-level strategies and working through many cross-functional teams across time zones to meet objectives. You have stellar communication and collaboration skills, but love to also get your hands dirty and do heavy lifting yourself

Meet The Team

Our team thrives on data-driven insights, decisive action, and adept multitasking, meticulously attending to intricate details while remaining steadfastly aligned with our overarching objectives. Continuously pushing boundaries, we redefine the benchmarks for customer service and delivery, challenging conventional industry norms to elevate the customer experience to new heights.

What We Offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically - to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination. We are requesting that you provide sensitive demographic information such as gender identity and race/ethnicity to help us ensure that we are creating equitable and fair experiences for all potential future team members. You are not required to provide this demographic information and this information will in no way impact your eligibility for hire.


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