About the JobThe Head of Enterprise Operations is responsible for ensuring we deliver on core promises to our customers. This role owns the strategic agenda for catalog expansion and quality initiatives and is supported by a team specializing in white glove customer service and QC. This role drives the AI strategy and implementation for the department, unlocking productivity gains and revenue growth. This role is a member of the Enterprise Leadership Team
Key Responsibilities:- Drive catalog expansion and quality improvement initiatives
- With input from peers, set Enterprise strategy and priorities for catalog expansion and quality initiatives across 1P and 3P production
- Define, monitor, and optimize end-to-end fulfillment SLAs and operational KPIs to ensure flawless delivery for high-value Enterprise accounts
- Act as the central point of contact for cross-team execution, driving external departments (Merchandising, Operations, R&D, Product/Tech) to deliver Enterprise priorities
- Coordinate the operational areas delivered through those teams: catalog onboarding, Just-In-Time production and blank sourcing, international fulfillment and DDP, production-partner onboarding, and translating operational needs into the platform and product roadmap.
- Communicate the voice of the Enterprise customer within Operations and Merchandising and share updates back to Enterprise commercial team
- Lead Enterprise AI strategy and execution
- Own the formulation, monitoring, and execution of the overarching department AI strategy, taking accountability for keeping it on track, including monitoring of KPIs
- Identify the highest priority AI opportunities across Enterprise and lead the implementation of new AI solutions
- Develop white glove enterprise service
- Manage white glove US customer service for Enterprise customers through a solid line report
- Manage QC and sampling for Enterprise customers through a dotted line report in Dallas
- Standardize and document operational workflows and SOPs across geographically dispersed teams (Customer Success Associate and QC Associate) to ensure consistency and business continuity.
What we're looking for- 8+ years in operations leadership. Experience in on-demand or custom production (embroidery, DTG, DTF, across 1P and 3P networks) is a strong plus, not a requirement.
- A track record of building operational solutions around customer needs, with a strong grasp of what it takes to serve demanding Enterprise accounts.
- Proven cross-functional leadership through influence rather than authority. This role owns quality and the catalog/quality agenda but delivers most outcomes through Product/Tech, R&D, Merchandising, Commerce and Operations it does not manage.
- Enterprise/B2B customer orientation: high-value accounts, white glove service, and SLA ownership.
- Product and platform fluency: turns operational needs into clear product requirements and partners closely with product and engineering.
- Data and KPI rigor, and comfort running a reporting and governance cadence.
- AI-forward, able to identify and implement AI for operational productivity.
- A builder comfortable in ambiguity, standing up SOPs, teams and processes that do not fully exist yet.
Locations United States Remote status Hybrid
