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 team to manage product quality and production process issues with US suppliers
Team leadership- Lead and develop a high-performing US Ops team (Ops Manager, Ops Exec)
- Build a high-performance team culture grounded in continuous improvement, proactive problem solving and commercial awareness
- Support organisational growth through hiring, coaching and capability building
- Set clear accountability, coaching and development plans
What we need from you:- 5+ years experience in US Operations / Fulfilment leadership roles
- Deep Walmart & Target fulfilment experience including vendor compliance
- Proven track record leading 3PL relationships and logistics performance
- Strong financial acumen with P&L accountability
- Experience in high-growth, omni-channel consumer brands (beauty/personal care ideal)
- Ability to operate both strategically and hands-on in a scaling environment
- Excellent partner management and clear executive-level communication skills
- Strong people leader - able to coach, motivate and develop teams
What you'll get from us:- Hybrid working
- Bonus Scheme
- Mental well-being support through Spill
- Weekly early finishes and social events
- Annual L&D budget
- Team socials
- Free & discounted Wild products
- Team volunteering days
Ready to become a Wild thing?!
Department Operations Locations Wild US Headquarters Remote status Hybrid
