Director, Operations

Job Summary:

Reporting directly to the VP of Operations this position must aim to maximize iHerb’s growth and profitability for the Perris, CA distribution center; while leading or managing all company operations functions across multiple states and countries. This includes implementing potentially profitable short- and long-term initiatives and processes to optimize workflow, including the submission, review and approval of plans to control budget spending, labor efficiency, material efficiency, workflow efficiencies, and new areas of technology and customer service efficiency. This position also collaborates with other company departments and segments of management to establish and execute responsibilities.

Job Expectations:

• Advise the executive management team on key planning issues and make recommendations on important business decisions, strategic planning, and resource allocation
• Establish operational processes/ process improvement initiatives
• Ensure quality control of all facility output as it pertains to customer satisfaction and delivery of services
• Establish and monitor performance reporting systems
• Conduct regular meetings with department heads to ensure that priorities are clear and coordination is good
• Ensure activities comply with organizational requirements for quality management, legal stipulations and general duty of care
• Facilitate resolution of issues between departments
• Take charge in high-priority crises
• Direct facility operations to meet budget and other financial goals
• Direct short-term and long-range planning and budget development to support strategic business goals
• Establish the performance goals, allocate resources, and assess policies for senior management
• Demonstrate successful execution of business strategies for company products and services
• Guide development of organization through high growth as well as stable growth phases
• Direct and participate in acquisition and growth/expansion activities to support overall business objectives and plans
• Participate in capital market development, including participation in road shows, bank meetings, analyst meetings and more
• Develop, establish, and direct execution of operating policies to support overall company policies and objectives
• Develops and monitors Distribution performance metrics to identify trends and areas for
• improvement.
• Conceives and oversees development and implementation of new systems, processes and
• technologies to improve quality, throughput, and efficiency. Measures improvements.
• Develops new processes to support new Distribution business.
• Manages all network level process/system improvement projects. Works closely with counterparts at each site to ensure clean implementation.

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job.  Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

Knowledge, Skills and Abilities:
   Required:    

• Excellent interpersonal, communications, public speaking, and presentation skills 
• Solid working knowledge of e-Commerce operations, budgeting, customer service, IT, business development, and strategic planning
• Ability to generate respect and trust from peer groups, support staff and external constituencies
• Ability to lead, plan and manage change
• Must be able to travel
• Strong grasp of business strategy and ability to prioritize opportunities
• Demonstrated success in managing and developing direct reports
• Critical thinker, strong at problem solving
• Excellent process improvement capability
• Intellectually savvy – ability to translate conceptual ideas and concepts to practical use

Equipment Knowledge:

Knowledge of Microsoft Word, Excel, and PowerPoint required

Experience Requirements:

Generally requires a minimum of ten (10) years B2C e-Commerce senior operations management experience.

Education Requirements:

Bachelor’s Degree in Business Management or related field preferred, or a combination of education and equivalent work experience.

Judgment/Reasoning Ability:

Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy. Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.

Physical Demands: 

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.  While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is frequently required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. The Team Member may occasionally lift or move office products and supplies up to 60 pounds.  Proper lifting techniques required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

The noise in the work environment is usually moderate. Other factors are:

• Hectic, fast-paced with multi-level distractions
• Professional, yet casual work environment
• Office / Warehouse environment
• Ability to work extended hours as required

#LI-AM1