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Little Sleepies · 2 weeks ago

Director, Logistics & Customer Service

California, United States

Full-time

Hybrid

Director/Executive

8+ years exp

Little Sleepies is one of the fastest growing companies in America, dedicated to providing families with innovative, comfortable products. The Director of Logistics & Customer Service will oversee daily operations across logistics and customer support, ensuring efficient processes and a focus on customer satisfaction.

E-CommerceFashion

No H1B

Responsibilities

Own all daily operations across 3PL management, inbound logistics, outbound fulfillment, and customer support

Develop strategy and manage relationships, contract negotiations, KPIs, and accountability with third-party logistics partners, ensuring SLA adherence, accurate inventory management, and efficient order processing

Optimize inbound freight strategy to reduce costs and transit times from factories to 3PL, including scheduling, enhanced tracking, customs coordination, and proactive issue resolution

Lead outbound order flow and fulfillment planning, aligning with marketing calendars, inventory constraints, and volume forecasts

Partner with Supply Chain and Planning teams to ensure accurate inventory availability and readiness for product launches

Oversee customer support strategy, quality, staffing levels, and drive improvements to response time, CSAT, and first-contact resolution while maintaining a warm, empathetic, family-focused brand tone

Provide timely updates / escalation on potential product quality issues to Product Integrity / COO, including supporting data. Ongoing support on data and customer management whilst managing any customer incidents. Ongoing reporting of customer feedback on manufacturing defects including monthly quality reporting

Partner with Technology teams to implement tools such as AI chat assistants, workflow automation, ticket triage routing, and predictive analytics for demand-driven staffing

Build and standardize and scalable operational processes that reduce cost, error rate, and manual touchpoints to support company growth

Develop dashboards and analytics to track cost savings, operational efficiency, customer metrics, and 3PL performance while regularly reporting insights and performance risks to leadership

Lead cross-functional root-cause analysis when failures occur, ensuring sustainable corrective actions and stronger preventative systems

Partner cross-functionally with Product, Finance, Technology, and Marketing to support company initiatives

Manage operational budgets with a focus on identifying savings opportunities and eliminating inefficiencies across logistics, fulfillment, and customer support operations

Ensure compliance with regulatory, safety, and documentation requirements across logistics and fulfillment

Manage Duty Drawback process when applicable

Qualification

Logistics management3PL managementCustomer support strategySupply chain managementAnalytical skillsProcess improvementContract negotiationTechnology solutions evaluationCross-functional collaborationProblem solvingCommunication skillsFast-paced environment adaptability

Required

8+ years of experience in logistics and supply chain management, or related fields, with at least 3+ years managing 3PLs and similar experience managing the customer support function

Experience developing 3PL strategy, contracting, performance scorecards, and process improvements within a fast-growing e-commerce or consumer brand

Proven track record of driving inbound freight cost reductions, transportation optimization, and logistics-related savings and outbound e-commerce fulfillment

Demonstrated ability to build efficient processes in a fast-growing consumer brand or e-commerce environment

Strong analytical skills with experience building transportation cost models, performance dashboards, and KPI frameworks

Experience implementing and ability to evaluate technology solutions—WMS, OMS, automation tools, AI customer support systems—to improve speed, accuracy, and cost efficiency

Ability to balance strategic thinking with hands-on problem solving

Comfortable working in a fast-paced, growth-oriented environment