Sr. Operations Lead, Brand Specialist

Stord’s mission is to make supply chains a competitive advantage with best-in-class port-to-porch logistics combined with the integrated technology that brands need to connect, orchestrate, and optimize their supply chains. We’ve pioneered Cloud Supply Chain, which combines all of the digital and physical elements of logistics that leading businesses need in a unified offering.

With Cloud Supply Chain, Stord is enabling companies to compete and grow with world-class logistics – including warehousing, freight and fulfillment – in a single, integrated platform that’s available exactly when and where they need it. Hundreds of B2B and B2C companies like Body Armor, Advanced AutoParts and Dollar General use Stord to make their supply chains perform with the speed, flexibility and ease of the cloud.

Our rapidly growing team is headquartered in the heart of Atlanta’s vibrant tech community and is led by former operators from Amazon, XPO, Ryder, Coyote, Convoy, and Manhattan Associates. Stord is backed by over $325M in funding from Kleiner Perkins, BOND, Founders Fund, D1 Capital, Salesforce Ventures, Susa Ventures, Lux Capital, Lineage Logistics, and Franklin Templeton Investments at a unicorn valuation of over $1.3 billion.

Come help us help businesses out-deliver their competition with Cloud Supply Chain.

Position Overview:

We are seeking a dynamic and experienced Sr. Operations Lead, Brand Specialist  to oversee all operational aspects related to our VIP, Influencer, Promotional, Wholesale & Bulk Orders. As the Operations Lead, Special Projects you will be responsible for ensuring the highest level of service and satisfaction for our exclusive clientele. Your primary focus will be on managing the operational processes, coordinating with various internal teams, and maintaining strong client relationships on all  VIP, Influencer, Promotional, Wholesale & Bulk Orders. This role requires exceptional organizational skills, attention to detail, and the ability to thrive in a fast-paced and high-pressure environment.

 

Responsibilities:

VIP, Influencer, Promotional, Wholesale & Bulk Order Management:

• Serve as the primary point of contact on all VIP, Influencer, Promotional, Wholesale & Bulk Orders, maintaining regular communication with both Brand team & Stord internal team members and building strong relationships while maintaining the highest level of confidentiality.
• Understand client needs, preferences, and expectations to provide personalized and exceptional service.
• Proactively anticipate client requirements and identify opportunities to enhance their experience (services will include without limitation quality experience auditing and supporting execution of Kitting excellence).

Operational Oversight:

• Develop and implement operational strategies and processes to ensure seamless service delivery for VIP clients.
• Monitor Quality Control and Confidentiality for all influencer packages being shipped
• Coordinate with internal teams, including Sales, Marketing, Customer Support, and Logistics, to ensure smooth execution of client requests and projects.
• Monitor key performance indicators (KPIs) to track operational efficiency and identify areas for improvement.

Project Management:

• Collaborate with cross-functional teams to manage complex projects for VIP, Influencer, Promotional, Wholesale & Bulk Order, ensuring timely delivery and adherence to quality standards.
• Define project scopes, objectives, and deliverables, and establish clear timelines and milestones.
• Conduct regular project status meetings, provide updates to stakeholders, and address any potential issues or bottlenecks.

Quality Assurance:

• Implement and maintain rigorous quality control processes to ensure all deliverables and services meet or exceed VIP clients' expectations.
• Conduct regular audits and assessments to identify opportunities for improvement and recommend corrective actions as needed.
• Continuously evaluate service performance, gather feedback from clients, and implement necessary adjustments to enhance operational excellence.

Team Leadership:

• Provide guidance, support, and mentorship to a team of operations professionals.
• Foster a positive and collaborative work environment, promoting teamwork and individual growth.
• Conduct performance evaluations, set goals, and identify training needs to develop and strengthen the team's capabilities.

Requirements:

• Proven experience in operations management, preferably in a VIP client-facing role - occasional travel required.
• Excellent interpersonal and communication skills, with the ability to interact professionally with high-profile clients.
• Strong p