Senior Operations Manager

Our client, a fast-growing eCommerce company in the Patient Care space, with a strong presence in the Home Medical Equipment (HME) and Durable Medical Equipment (DME) niche, is seeking a highly driven, execution-focused professional to fill an immediate full-time remote Senior Operations Manager opening. As the Senior Operations Manager, you are the company's logistics engine - owning and driving end-to-end execution across suppliers, freight, inventory, and fulfillment. You don't just manage operations - you obsess over them. Every shipment is tracked, every forwarder is held accountable, and every purchase order is placed with full awareness of its financial impact. You lead by doing - raising the execution bar of the team through hands-on involvement, system building, and continuous improvement. You actively leverage AI, not as a tool, but as a core operational layer - building systems, automations, and workflows that improve visibility, accuracy, and decision-making. This is not a role for someone who wants to maintain what exists. It is for someone hungry to improve, optimize, and prove they can operate at a high-performance level. About the company: The company is a purpose-driven provider of Patient Care products dedicated to improving the lives of patients and caregivers. With thousands of positive reviews and a globally distributed team, the company focuses on creating practical, well-designed solutions that address real-world caregiving needs. Customer obsession is at the core of the company's culture, guiding decision-making and product development. The mission is to enhance well-being through thoughtful design and continuous feedback loops, while the vision is to empower patients and caregivers through innovative and accessible products. The company fosters a supportive, high-performance environment that values ownership, growth, and meaningful contribution. Key Responsibilities: Own Supply Chain Execution & Pipeline Visibility • Maintain live pipeline visibility at all times - including China warehouse status, vessels in transit (ETD/ETA), and inventory received stateside. The pipeline never surprises the business. • Deliver month-end inventory snapshots and quarter-end reconciliations to finance without being asked. • Ensure AI systems automatically flag anomalies across the pipeline (delays, mismatches, risks). • Ensure 100% on-time product launches, QC pass rate >98% on first inspection, and On Time In Full (OTIF) >95% by Month 6. • Maintain >98% in-stock rate on top revenue SKUs, aged inventory <8% of total units, and drive inventory turns toward 5-8x annually. • Secure a minimum of 3 freight quotes per booking and ensure no forwarder is retained without performance data (ETD accuracy, delays, cost benchmarks). • Maintain and update a rolling 12-week supply plan, with AI-driven risk detection and reorder triggers before stockouts occur. Drive Financial Discipline in Operations • Maintain a standing financial analysis for every active supplier - including cash flow impact, landed cost, and MOQ trade-offs - continuously updated via AI-powered tools. • Ensure no purchase order is committed to excess inventory without documented financial justification. • Track landed cost against target COGS on every order. • Deliver a monthly operations cost summary (freight, duty, storage, COGS trends) - compiled and formatted automatically via AI tools. • Ensure 100% application of Nairobi Protocol and all applicable duty exemptions. • Build and maintain an AI system that verifies HS codes and eligibility before every freight booking - zero exceptions. Build SOPs & Scalable Systems • Conduct a full operational audit within the first 60 days, clearly identifying what is working, broken, missing, and where AI can enhance execution. • First 30 days are dedicated to learning, not restructuring, followed by a prioritized improvement roadmap presented to the Head of Operations. • Ensure all SOPs are documented, tested, live in Asana, and followed without supervision. • Audit every SOP for AI acceleration opportunities. • Build and implement at least 2 AI-powered tools within the first 6 months, and document and hand them off as repeatable team processes. • Ensure SOPs are reviewed quarterly and continuously optimized. Own DTC Fulfillment & Inventory Strategy • Ensure all supply planning accounts for total demand across all channels (Amazon, DTC, wholesale, and emerging channels) - no decision is made without a full demand picture. • Maintain an AI-powered demand model that continuously updates forecasts and surfaces risks. • Ensure DTC and Amazon inventory pools never compete for the same units, with AI monitoring stock levels and reorder thresholds. • Own DTC fulfillment performance end-to-end - cost, lead time, and service level - escalating issues with proposed solutions before customer impact. Lead and Develop the Operations Team • Assess all team members within the first 3...