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BRUNT Workwear · 1 day ago

Senior Vice President of Supply Chain & Operations

North Reading, MA

Full-time

Onsite

Director/Executive

$215K/yr - $285K/yr

10+ years exp

BRUNT is a company dedicated to redefining the workwear category by creating better products for tradesmen and women. The Senior Vice President of Supply Chain & Operations will lead the operational strategy, focusing on supply chain and customer experience to support the company's growth and innovation.

E-CommerceProduct DesignRetail

Responsibilities

Define BRUNT’s long-term supply chain vision and roadmap - spanning supply planning, logistics, distribution, sales operations, partner services and reverse logistics

Establish and manage new supply chains tied to category, channel and geographical expansion

Evaluate and optimize BRUNT’s distribution network, including scaling from a single-node model to a resilient multi-node network, while overseeing transportation strategy and 3PL performance across SLAs, cost-to-serve, peak readiness, and continuous improvement

Lead decisions on systems, tools, and partners and data infrastructure (OMS, WMS, TMS, supply planning, and reporting) to support scale, accuracy, and visibility

Own performance metrics and continuous improvement, including OTD, order accuracy rate, OTIF, cost per order shipped, fulfillment as a percentage of revenue, pick cost per order, and variance to contracted 3PL rates

Align supply chain initiatives with company OKRs and long term goals to ensure the supply chain stays one step ahead as rapid growth continues and new channels, partners, and distribution models are adopted

Work cross-functionally with the Merchandising, Planning, Wholesale, Finance, Customer Experience, and Marketing leaders to ensure operational alignment and that supply chain capabilities can service both continued growth and new initiatives

Define BRUNT’s long-term customer experience vision and roadmap across all service channels - phone, email, chat, social, and future platforms

Align the customer experience initiatives with company OKRs and long term goals to ensure the customer experience can keep up with rapid growth and changing customer needs

Own CX performance metrics and continuous improvement, including NPS, CSAT, CREP, Average hold Time, Tickets per Hour , Call per Hour, and cost per contact, while scaling volume

Build scalable, future proof processes, tools, and policies, including the use of automation, technology and AI, to support rapid customer growth while improving service quality, cost per ticket, and operational efficiency

Champion customer experience insights across the organization and ensure the CX voice is integrated into product, policy, and operational decisions

Focus on key metrics and goal setting, while continually improving NPS, CSAT, and CREP while scaling volume

Lead and develop a team of up to 15 agents and managers

Build, lead, and retain a high-performing team of supply chain and customer experience professionals who thrive in a fast-paced, impact-driven environment

Lead the Director of Supply Chain and Director of Customer Experience (and their teams) instilling accountability, clarity, and a growth mindset

Model BRUNT’s core values: Build with the Customer, Make an Impact, Fight Like the Underdog, Crew Comes First

Qualification

Supply Chain ManagementCustomer Experience Management3PL ManagementLogistics OptimizationTeam LeadershipCross-functional CommunicationStrategic PlanningHands-on Execution

Required

10+ years of supply chain or operations experience, in conjunction with customer experience management, ideally including experience as VP/SVP at a high-growth e-commerce, retail, or consumer brand

Deep expertise across the end-to-end supply chain- supply planning, inventory segmentation, logistics, and distribution

Experience managing 3PLs, scaling fulfillment networks, and navigating high-growth environments

Proven leadership skills with experience building, leading, and mentoring high-performing teams

Ability to operate seamlessly between strategic planning and hands-on execution - you know when to delegate and when to roll up your sleeves

Strong cross-functional communication skills and a track record of partnering with Finance, Product, Planning, and Marketing to deliver business results