Job DescriptionPosition Overview:Reporting to the Senior Director, Distribution and Fulfillment, the Director, Outbound Operations is accountable for the overall business performance of outbound operations. This leader owns the strategy, execution, and results of the end-to-end outbound fulfillment process while providing leadership across systematic and physical fulfillment operations.
The Director serves as the operational leader for outbound fulfillment, balancing strategic planning with visible day-to-day leadership to proactively anticipate business needs, remove operational barriers, develop leaders, and ensure disciplined execution across the organization. By translating enterprise strategy into operational excellence, this role drives transformational initiatives, strengthens organizational capability, and builds a scalable outbound operation that supports Kendra Scott's long-term growth.
Responsibilities:- Direct the overall business performance of outbound operations by establishing organizational priorities, operational standards, and accountability for safety, service, quality, productivity, financial performance, and customer compliance.
- Provide visible, proactive leadership across the operation by maintaining an active presence within the distribution center, coaching leaders, removing barriers to execution, and fostering a culture of accountability, urgency, engagement, and continuous improvement.
- Lead the end-to-end outbound fulfillment process, including systematic order execution, warehouse operations, labor planning, inventory integrity, shipping, and customer fulfillment while ensuring safe, compliant, and customer-focused execution.
- Develop and execute labor, workload, and capacity strategies by proactively forecasting business demand and optimizing people, equipment, and operational resources to support business growth, peak readiness, and long-term scalability.
- Drive strategic operational improvement by identifying business opportunities, developing business cases and ROI analyses, presenting recommendations to executive leadership, executing approved initiatives, and delivering measurable operational and financial results.
- Provide financial accountability for outbound operations by developing and managing operating budgets, forecasting financial performance, optimizing labor and operating expenses, driving productivity, and leading strategies that reduce chargebacks and improve profitability while supporting enterprise financial objectives.
- Build, mentor, and develop a high-performing leadership team through active coaching, succession planning, performance management, and hands-on leadership that creates a strong pipeline of future operational leaders.
- Establish and monitor key performance indicators, proactively identify risks and performance gaps, communicate business results and recommendations to executive leadership, and drive timely corrective actions that ensure achievement of annual business objectives.
- Own the outbound operational roadmap by translating enterprise strategy into prioritized initiatives that improve service, productivity, scalability, organizational capability, and financial performance while ensuring successful implementation across the organization.
Knowledge, Skills, and Abilities:- Demonstrated ability to lead complex, multi-functional distribution operations while balancing operational execution, financial performance, customer service, and organizational development.
- Strong business, financial, and analytical acumen with the ability to evaluate operational performance, develop business cases and ROI analyses, and make informed operational and investment decisions.
- Proven ability to think strategically while maintaining a proactive, execution-focused leadership style that anticipates business needs and drives operational excellence.
- Experience leading continuous improvement, automation, operational transformation, and organizational change initiatives that deliver measurable business results.
- Exceptional leadership skills with the ability to coach, mentor, develop, and inspire leaders while fostering a culture of accountability, engagement, continuous learning, and operational discipline.
- Ability to navigate ambiguity, balance competing priorities, influence cross-functional stakeholders, and communicate effectively with all levels of the organization.
- Comprehensive knowledge of warehouse operations, fulfillment systems, labor planning, inventory management, and supply chain best practices.
Qualifications:Required:
- Bachelor's degree in Supply Chain Management, Business Administration, Operations Management, Engineering, or a related field; equivalent combination of education and experience may be considered.
- 8+ years of progressive leadership experience in distribution, fulfillment, manufacturing, or supply chain operations, including experience leading large, multi-shift operations through salaried leaders.
- Demonstrated success owning operational performance through KPIs, financial management, labor planning, workforce forecasting, continuous improvement, and strategic operational initiatives, including development of business cases and ROI analyses.
- Proven experience leading cross-functional process improvement, operational transformation, automation, system implementations, or other strategic business initiatives that deliver measurable business results.
- Strong proficiency with Warehouse Management Systems (WMS), ERP platforms, Microsoft Excel, and operational reporting tools, with the ability to leverage data to support operational and strategic decision-making.
- Exceptional communication, leadership, and stakeholder management skills with the ability to influence decisions across all levels of the organization.
Preferred:- Experience supporting omnichannel retail, wholesale, and eCommerce fulfillment operations.
- Experience with warehouse automation technologies, material handling systems, or warehouse optimization initiatives.
- Lean, Six Sigma, or other Continuous Improvement certification.
- Experience supporting new facility startups, network expansions, or large-scale distribution transformation initiatives.
- Shared appreciation for Kendra Scott's values of Family, Fashion, and Philanthropy.
