Description
The Role
FreshDirect is at an inflection point. We are one of the few grocers that runs its own supply chain end to end, from direct sourcing and our own kitchen to the customer's door, and we are investing in what comes next: faster and more convenient ways to serve New Yorkers, a more automated, AI-native supply chain, and new ways to put our operating model to work.
The Director of Operations & Supply Chain Transformation leads specific, multidisciplinary programs across our operations and supply chain to make the most of that moment, with one goal: building a best-in-class NPS in grocery. Reporting directly to the Chief Transformation Officer, you will have a direct line to drive meaningful business impact from day one.
We are looking for someone with deep operational roots in grocery or e-commerce, from a business that runs vertically integrated operations and supply chain. You bring the ingenuity to solve complex problems with simple solutions, and the range to think in multi-year roadmaps that create a customer value proposition no one else in the market can match. This is a leadership-through-influence role: you will deliver through the teams who own the work across supply chain, merchandising, fulfillment, digital and customer care, rather than through a team of your own. You will be accountable for outcomes that show up in customer scores and operating numbers, not in a status deck.
What You'll Do
End-to-end supply chain transformation
• Lead programs that reinvent how our supply chain works from sourcing to the customer's door, making it more efficient, more automated, and AI-native by design rather than by retrofit
• Identify where automation and AI can change how work gets done in forecasting, replenishment, exception management and fulfillment, and turn the strongest opportunities into programs with owners and measurable results
• Partner with the supply chain leadership team on the accountability reset, the structural changes and the phased roadmap that follows
NPS as the scoreboard
• Tie every program to a driver of customer loyalty, so that gains in efficiency, availability and order accuracy show up in customer outcomes and not only in operating reports
• Own the NPS driver tree and targets broken down by owner, with driver-level measurement linked to NPS, so every function knows what it owns and whether its work is moving it
• Protect the drivers where we already lead, such as product quality and service, while closing the gaps in availability, order accuracy, delivery, value perception and digital experience
• Bring survey data, reviews, care contacts and operational data together into a single view of what builds or costs customer loyalty
Roadmap and operating rhythm
• Lead multidisciplinary programs end to end: framing the problem, building the case, delivering the change and proving the result
• Shape the multi-year roadmap toward a customer value proposition that is uniquely ours: the most convenient grocer in New York, with the best assortment and quality
• Run the cross-functional operating rhythm: named owners, dated milestones, published progress and early escalation when something slips
• Build capability in the teams you work through, so the organization can run programs like these without you
What Success Looks Like
A year from now, you will have:
• Led cross-functional programs that have measurably raised FreshDirect's NPS toward record levels
• Implemented a set of transformational changes across our end-to-end supply chain, embedded in how the business runs and visible in the operating numbers
What You'll Bring
Required
• 5+ years in transformation, strategy, operations or management consulting, including time inside an operating company rather than only advising one
• Hands-on operational depth from a vertically integrated grocery, e-commerce or food business, one that runs its own production, manufacturing or fulfillment rather than only buying and reselling. You understand how availability, accuracy and delivery actually get fixed, because you have fixed them
• Proven ability to lead through influence, landing cross-functional change without direct authority over the people involved
• A track record of leading customer, operational or commercial programs to measurable results
• The ingenuity to find simple solutions to complex problems, alongside the strategic range to build and hold a multi-year roadmap
• Strong analytical skills: comfortable with customer data and driver analysis, building the business case, and proving the benefit landed
• Excellent communication and stakeholder management, including with executive audiences
• Bachelor's degree in Business, Engineering, Operations or a related field
A plus
• An MBA
• Experience leading automation or AI-enabled process change in an operational setting, and a clear view of where it pays and where it does not
• Experience running an NPS or customer experience program
What Yall Love About Working Here
Yes, literally all of us.
• A fast-paced, innovative environment where ideas turn into action
• A mandate that spans the whole business, and the sponsorship to act on it
• Opportunities for growth - many of our leaders have risen through the ranks
• Direct impact on how thousands of customers experience food every day
Salary
$135,000 - $175,000
Total Rewards & Benefits
• Competitive compensation and comprehensive benefits
• PTO, Safe & Sick Time, and Paid Holidays
• Medical, Vision, Dental, and Voluntary Disability coverage
• 401(k) with employer match and Life Insurance
• State-of-the-art Bronx campus with on-site basketball court, cafeteria, and employee market
• Onsite FREE parking
• FREE employee shuttle bus service from nearby Subway station
• Training, leadership development, and tuition discount at local colleges
• 20% employee discount on FreshDirect online orders and Brooklyn wine store
• Minimum 50% employee discount at our onsite employee market
• Mobile phone discounts through partnerships with T-Mobile and Verizon
• Gym membership discounts through NYSC
Our Culture
We embrace an in-office culture, composed of individuals who thrive on the collaboration and energy that comes from working together in a shared space. We are looking for people who excel in this environment, where physical presence enhances connections and engagement. At FreshDirect, we've created an environment that thrives on teamwork, where associates can innovate, grow, and have successful careers. Many of our leaders have successfully come up through our ranks. Because of our team's extraordinary efforts, we are a leading innovator in the e-commerce and grocery industries.
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