DTC Operations Lead

Meta • Redmond, WA • 2h ago

Summary:

The DTC Operations Lead owns day-to-day and strategic execution for direct-to-consumer fulfillment operations, ensuring orders are delivered on time, in full, and at target cost while maintaining high customer experience. This role drives cross-functional alignment across 3PL/warehouses, transportation carriers, planning, customer support, finance, and product/commerce teams, and is accountable for operational performance, continuous improvement, and scalable process design.

Required Skills:

DTC Operations Lead Responsibilities:

Own Direct to Consumer operational performance across order lifecycle (order release ? pick/pack/ship ? last mile ? returns), including service, cost, and quality outcomes

Set and manage key performance indicators & yearly objective and key results(e.g., OTIF, ship-on-time, cycle time, cancellation rate, damages, returns processing time, cost per order) and lead business reviews with internal and external partners

Lead issue resolution and escalation management for customer-impacting events (backlogs, carrier disruptions, inventory/slotting constraints, system outages), including root-cause analysis and corrective actions

Drive continuous improvement using Lean/Six Sigma-style approaches: standard work, SOPs, capacity planning inputs, labor productivity programs, and defect reduction

Operate as the cross-functional "hub" between Logistics/Fulfillment Ops and upstream/downstream partners (Demand/Planning, Inventory, CX, Finance, Legal/Compliance, Product/Engineering)

Partner with Product/Tech to define operational requirements, support launches, improve tooling (WMS/TMS/OMS workflows), and scale automation/reporting

Own peak/launch readiness planning: forecasting assumptions, capacity/risk plans, playbooks, and post-mortems

Manage vendor/3PL performance: scorecards, QBRs, contract/SOW operational adherence, and process audits

Ensure compliance and controls: safety, security, export/import or hazmat (as applicable), data integrity, and customer privacy considerations in operational processes

Operates with high autonomy across a complex network (multiple nodes/partners) and ambiguous problem spaces

Drives multi-quarter roadmaps that improve customer experience and reduce cost-to-serve

Influences Executive stakeholders through data-backed narratives and operational credibility, recognized as a go-to subject matter expert for DTC fulfillment operations

Minimum Qualifications:

8+ years or equivalent in logistics, fulfillment, supply chain, operations, or eCommerce/DTC operations with measurable impact

Demonstrated success to lead cross-functional programs without direct authority (influence, negotiation, stakeholder management)

Experience of working on issues that may not be clearly defined and require strategy, direction, analysis of situations and conceptual thinking

Experience running 3PL/vendor operations including scorecards, SOPs, process control, and performance improvement

Proven track record improving service, cost, and quality simultaneously in a high-volume environment

Demonstrated experience of crafting clear and concise emails, reports and documents to present in WBR/QBR and executive forums

Past experience in KPI design, root-cause analysis, and operational reporting leveraging Excel or Google Sheets

business or finance or supply change management degree

Bachelor's degree (or equivalent) in any field. Degrees in STEM subjects (such as Engineering, Information Systems, Analytics, Mathematics, Physics, or Applied Sciences) are ideal but not required. Equivalent years of relevant work experience may be considered in place of a degree

Preferred Qualifications:

Experience with OMS/WMS/TMS integrations, operational requirements definition, and tech-enabled process redesign

Familiarity with returns/refurbishment, reverse logistics, and customer experience drivers

Lean/Six Sigma certification or equivalent continuous-improvement background

Experience supporting new product launches and peak planning in a fast-growth environment

Working knowledge of SQL/BI tools

Public Compensation:

$115,000/year to $163,000/year + bonus + equity + benefits

Industry: Internet

Equal Opportunity:

Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereo@types, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@meta.com.

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