Senior Operations Manager (USA)

About Us:

Hi there 👋 We’re Wild. We’re on a mission to remove single-use plastic from the bathroom, armed with our refillable, natural and scent-sational deodorants, body wash, haircare and lip balm – and we’ve only just started. We launched in 2020 and as a high-growth company, we’re already one of Europe’s fastest-growing start-ups 🚀 So, fancy coming along for the ride?😃

The Role:

We are looking for a highly skilled and proactive Senior Operations Manager to lead our fulfilment operations across the United States. This is a critical role responsible for delivering an excellent customer experience, retail service performance and cost efficiency as we continue to scale rapidly in Wild’s fastest-growing market.

You will own operational performance across DTC, Amazon and major US Retailers (Walmart & Target) and act as the senior partner to our US 3PL and logistics network. You will combine strategic planning with hands-on operational leadership - ensuring our operations are scalable, efficient and consistently high-performing.

You will lead a team of 2 and play a key role in shaping how Operations scales in the US, a key growth market for Wild. This is a high-impact role for someone who loves execution, structured problem-solving and commercial operational thinking.

Please note this role is based in New York, USA.

🚀 Some of your responsibilities:

Operational excellence

• Manage US end-to-end fulfilment and logistics execution across DTC, Amazon and Retail channels

• Deliver consistently strong performance across OTIF, dispatch SLAs, carrier delivery and inventory accuracy (DTC), and ensure timely execution of display builds / pipefills, reduce chargebacks and improve on-shelf availability metrics (Retail)

• Execute regional customer experience strategy and implement systemic improvements to drive customer delight

• Set performance standards and engage in regular business reviews with the Ops team and 3PL partners

Relationship management

• Run structured SLA reviews and QBRs, holding partners accountable to performance expectations and contractual commitments

• Drive a continuous improvement culture across partners, setting clear KPIs and action plans

• Primary escalation point and strategic relationship owner with US suppliers/logistics partners

Commercial and P&L ownership

• Management of US fulfilment KPIs across the P&L and balance sheet

• Support negotiations with logistics partners

• Identify and execute against key margin improvement opportunities across the value chain

Continuous process improvement

• Work closely with the wider operations team to build scalable operational processes, automation and efficiency

• Implement tooling upgrades enhancing performance visibility and decision-making

• Drive operational simplification to enable rapid US growth - key is to reduce reliance on manual processes and build scale with a lean team

Strategic projects and launch leadership

• Drive major cross-functional projects (new retailer expansion, new channels, retail pipefill / display moments) and ensure strong launch execution and service performance

• Align supply chain/ops readiness with commercial priorities

• Coordinate the local US rollout of global strategic initiatives, and manage dependencies across Supply Chain, Retail, Tech, Finance and CX

Supply chain coordination

• Work closely with global supply planning teams to minimise out-of-stocks and ensure good stock availability and inventory health

• Ensure replenishment planning meets demand across all sales channels

• Support procurement efforts in line with the global procurement strategy

• Work with the global quality tea