Director of Operations in New York at Alex and Ani

Location: US Remote (ET Hours) Role Type: Full-time | Exempt Reports to: SVP, Operations
Overview:We’re looking for a hands-on operations leader who thrives in fast-moving, high-growth environments and enjoys building structure within ambiguity. This role is ideal for someone equally comfortable driving strategic initiatives and diving into operational details to solve problems and improve processes. One day, you may be improving CX reporting visibility; the next, refining wholesale onboarding workflows or partnering with a 3PL to resolve fulfillment bottlenecks. You’ll work across teams and functions to help operations scale thoughtfully and efficiently as the business continues to grow.
Alex and Ani is in a significant growth phase and operates with the pace and agility of an early-stage company while maintaining the scale and infrastructure of a more established brand. This isn’t a “manage the managers” job. We’re looking for someone who owns outcomes end-to-end, can move fluidly between tactical execution and big-picture thinking, and naturally identifies opportunities to make systems, workflows, and teams operate more effectively over time.
You'll Thrive Here If:

• You’re energized by ambiguity and prefer building processes over inheriting them
• You’ve worked in environments where priorities shift quickly, and teams need to scale thoughtfully
• You don’t need a perfectly scoped project — you take an undefined problem, create structure around it, and drive it to resolution
• You’re as comfortable in a spreadsheet as you are on a vendor call or in a strategy conversation with the CEO
• You proactively identify operational inefficiencies and work iteratively and continuously to improve them

What You'll Work On:The right person will recognize themselves in many of these areas, even if the business model looks different.
Customer Experience

• You’ve managed an outsourced or offshore CX team and know what good looks like — SLAs, CSAT, response times, and how to hold an agency accountable
• You can look at a CX reporting suite and immediately spot where the gaps are — and you’ve built the dashboards that surface the right signals
• You’ve identified failure points and driven the fixes, whether that’s a process change, a tooling swap, or a training gap

Wholesale Operations

• You understand what it takes to stand up a wholesale channel operationally — the systems work, the vendor portal setups, the compliance requirements
• You’ve onboarded wholesale accounts before and know the details that make or break a smooth launch
• You think in repeatable processes to create scalable and repeatable operational infrastructure

3PL & Fulfillment

• You know how 3PL operations work — billing structures, SLA management, project setup, and how to hold a partner accountable
• You’ve managed backlog and burndown through high-growth periods and know how to keep fulfillment from becoming a bottleneck
• You understand how forecasting, capacity planning, and internal alignment come together — and you’ve been the person making sure all the pieces connect

Freight & Logistics

• You understand freight economics — how shipping options are structured, what drives cost, and how to read profitability at the SKU or carrier level
• You’ve managed operational issue resolution related to shipping exceptions, such as lost-in-transit orders, and cost recovery workflows
• You’ve built reporting and visibility that proactively surface logistics issues and opportunities

Business Operations

• You’ve built internal reporting infrastructure from scratch and know how to get a team using it
• You’ve led cross-functional operational initiatives, especially those without clear ownership

WHAT WE’RE LOOKING FOR

• 5+ years in operations, including experience within fast-moving or high-growth DTC ecomm, retail, fashion, accessories, lifestyle, jewelry, or consumer brands
• Broad operational exposure across multiple functions such as CX, fulfillment, process ops, and vendor management — not just one lane
• You figure it out, get it done, and build the process for next time
• You build reporting suites, read what the numbers are saying, and communicate it clearly