Head of Operations at undefined

Purpose Statement:

The Head of Operations will play a key leadership role in overseeing the employees, processes, and overall performance of Erin Condren’s production, purchasing, and retail operations. This individual will be responsible for coordinating and directing daily operations, ensuring clear communication around production processes, safety protocols, quality standards, and cost and efficiency targets. They will lead and support a team of managers providing coaching, mentorship, and motivation to help the team meet and exceed business objectives. This role requires strong collaboration, a hands-on approach across multiple functions, and a commitment to continuous improvement. The ideal candidate is reliable, detail-oriented, and thrives in a fast-paced environment.

Core Duties & Responsibilities

• Monitor sales, productivity, quality, and related payroll and report to senior management on actual performance against budget/ plan.
• Create a strategy and action plan to manage operating expenses and shrinkage.
• Establish monthly & annual budgeting and forecasting data and processes that tie into the overall company goals.

• Enforce and follow all company policies while continuously encouraging a culture of ownership, accountability, and a sense of urgency with all employees throughout all departments.
• Maintain a safe and healthy work environment by establishing, following, and enforcing standards, procedures, and complying with legal regulations.
• Work directly with managers to oversee the end-to-end personalized production workflow across digital print, binding, finishing, and packing. Ensure production timelines are met within acceptable SLAs that flex with the seasonality of the business, while improving throughput, yield, and cost per unit.
• Partner with the eComm and development teams to ensure seamless data flow from the website to ERP to the production floor, including order creation, batching, and real-time status updates.
• Establish and enforce quality standards for personalized paper goods, ensuring consistency in color, coil alignment, lamination, tab placement, and packaging. Oversee QA processes and corrective action plans tied directly to customer-facing metrics such as defect rate, remake rate, and on-time delivery.
• Develop and maintain strategies for capacity, labor, and materials planning to support seasonal launches and demand surges. Lead continuous improvement initiatives focused on lean manufacturing, waste reduction, and efficiency to maintain strong unit economics during both steady and peak periods.

Production/Purchasing Duties & Responsibilities

• Work directly with the product development team to ensure the capability, timing, and quality of new products.
• Work with cross-functional partners to develop time studies for new product launches
• Work directly with managers to ensure all orders ship on time.
• Manage end-to-end supply chain operations, including demand forecasting, inventory planning, and strategic purchasing to ensure optimal stock levels, cost efficiency, and timely product availability for raw materials, components, and non-inventory items.
• Continuously improve workflow process on the production floor to ensure SLA does not exceed 2-3 days with 0 late orders due to the manufacturing process.
• Ensure all departments’ productivity metrics are documented and reviewed by department managers to ensure follow-up with team members.
• Approve additional staffing to align with current budget and daily production goals and escalate additional needs to the direct Supervisor and Finance team.
• Collaborate with senior leadership to approve any outsourced manufacturing work.
• Ensure the production floor is clean and always organized with an emphasis on work cell safety.
• Train and manage the team to solve day-to-day operational issues and reach short- and long-term performance goals.
• Review and prepare workflow, manning and space requirements, equipment layout, and action plans while ensuring productivity, quality, and customer service standards are met.
• Ensure the daily activities of the warehouse, including quality assurance, inventory control, space management, logistics, floor productivity, and shipping, are monitored and managed.
• Regularly review, analyze, and develop actionable plans for productivity and loss prevention.
• Ensure the team manages the logistics utilized to transport products to customers and internal facilities, communicating with drivers and air partners to ensure efficient delivery of packages.
• Other duties as assigned by the Manager.

Retail Responsibilities

• Oversee recruiting, training, developing, and retaining all store staff by managing through the Store Managers.
• Direct and manage impeccable visual merchandising.
• Mirror Ecomm promotions and launches in the Retail store and ensure stores have the products, signs, and visual merchandising information before launch dates.
• Drive Retail Sales by creating and executing strategic projects such as retail-exclusive promos, activations, events, and retail-exclusive products.

Experience & Qualifications

Required

• Proven ability to motivate, manage, and supervise personnel and cultivate a positive and productive work environment.
• Successful management experience in training, coaching, and counseling.
• Experience with Microsoft Office (Word, Excel, Power Point, Teams, and Slack). 
• Ability to maintain an effective ERP system such as Sage, Oracle, NetSuite (preferred)
• Ability to work well under pressure (conflicting priorities, absenteeism etc.) and handle multiple tasks.
• Must be punctual and reliable.
• Requires the ability to work effectively with various departments.
• Must be able to communicate clearly and effectively with co-workers.
• Must be deadline oriented and the ability to prioritize work.
• Must be available to work occasional weekends and holidays as needed. 
• Must be able to work flexible hours depending on business demands.
• Must be able to stand for long periods of time, reach above and below the shoulders, squat, bend and kneel as necessary to perform the job.
• Other duties as assigned by the Manager.
• Occasional travel required.

Preferred

Education

Physical Requirements

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with qualified disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to use hands and fingers to handle or feel, reach for, and carry objects with hands and arms. 
• Communicate verbally with co-workers and management. 
• The employee is required to stand for prolonged periods of time, walk, stoop, kneel, crouch or crawl. 
• The employee is occasionally required to sit, climb, or balance. 
• Specific vision abilities required by this job include the ability to see up close, differentiate between colors, proper depth perception, ability to adjust focus and keen eye for detail.