Director of Operations

Blackmask is scaling across Amazon, TikTok Shop, Ecom, and multiple markets. We’re looking for a high-ownership Director of Operations to build and lead the systems that keep the business moving: inventory, fulfillment, launches, expansion, customer experience, vendor management, and internal HR processes.

This is a builder role for someone who can bring structure to speed. You’ll work directly with leadership to turn ambitious growth plans into clear operating systems, making sure Blackmask can scale across products, channels, teams, and markets without breaking.

About The Role

The Director of Operations will own the day-to-day and long-term operating engine of Blackmask. You’ll lead inventory planning, product launch readiness, fulfillment performance, Amazon and TikTok Shop operations, customer experience workflows, vendor coordination, and internal people processes.

You’ll be responsible for making sure the company has the right inventory, the right systems, the right partners, the right customer support standards, and the right internal processes to support aggressive growth.

Responsibilities

• Own inventory planning across ecommerce, Amazon, TikTok Shop, and other sales channels
• Build forecasting, reorder, safety stock, and inventory visibility systems
• Lead operational planning for product launches, restocks, bundles, promotions, and market expansions
• Manage relationships with suppliers, manufacturers, freight partners, 3PLs, warehouses, and fulfillment providers
• Oversee Amazon FBA/FBM inventory flow, inbound shipments, restock planning, and operational health
• Support TikTok Shop operations, including fulfillment requirements, inventory syncing, SLAs, and channel readiness
• Build playbooks for expansion into new markets, channels, warehouses, and distribution partners
• Own customer experience operations, including support workflows, response standards, escalation processes, refund/replacement policies, and customer issue tracking
• Identify recurring customer issues and turn CX feedback into operational improvements
• Build and maintain SOPs across operations, fulfillment, CX, inventory, launches, and internal workflows
• Support HR processes, including onboarding, role documentation, team accountability systems, performance tracking, and internal operating rhythms
• Create dashboards and reports for inventory, fulfillment, CX performance, vendor performance, launch readiness, and operational risks
• Improve fulfillment speed, order accuracy, shipping cost, storage cost, return handling, and margin impact
• Partner with marketing, product, finance, CX, and leadership to ensure launches and campaigns are operationally ready
• Build scalable systems so Blackmask can grow across products, teams, channels, and markets

Who You Are

• You are an operator who brings structure, speed, and accountability
• You have experience in ecommerce, CPG, beauty, wellness, apparel, supplements, or a fast-growing consumer brand
• You understand inventory, logistics, fulfillment, vendor management, CX, and internal team processes
• You are comfortable with Amazon, Shopify/ecommerce, TikTok Shop, 3PLs, and marketplace operations
• You can build systems from scratch, not just maintain existing ones
• You are analytical and comfortable working with forecasts, spreadsheets, margins, KPIs, and operational dashboards
• You can manage details without losing sight of the bigger growth plan
• You are proactive, organized, direct, and comfortable holding teams and vendors accountable
• You think like an owner and can operate closely with founders/leadership

Requirements

• 4+ years of experience in operations, ecommerce operations, supply chain, logistics, customer experience operations, HR operations, or a related role
• Experience managing inventory across multiple sales channels
• Experience with 3PLs, fulfillment workflows, suppliers, and logistics partners
• Experience with Amazon operations, including FBA, FBM, inbound shipments, and inventory planning
• Strong understanding of customer experience workflows, support standards, and escalation processes
• Experience building SOPs, dashboards, internal processes, and accountability systems
• Strong spreadsheet, reporting, and project management skills
• Ability to manage multiple vendors, channels, projects, and timelines at once
• Strong communication and cross-functional leadership skills

Nice To Have

• Experience with TikTok Shop operations
• Experience with Shopify, Gorgias/Zendesk, Amazon Seller Central, inventory tools, ERP systems, or 3PL portals
• Experience supporting hiring, onboarding, performance reviews, or HR operations
• Experience expanding into new markets or sales channels
• Experience in beauty, skincare, personal care, wellness, supplements, apparel, or consumer packaged goods
• Experience with AI tools, automation, dashboards, or demand planning systems

What Success Looks Like

In the first 90 days, you will:

• Audit Blackmask’s current operations, inventory, fulfillment, CX, and internal processes
• Build clear SOPs for key workflows
• Improve visibility across inventory, fulfillment, CX tickets, vendor timelines, and launch readiness
• Create a stronger inventory planning and reorder system
• Identify operational risks and propose fixes
• Build a launch operations checklist for new products, restocks, bundles, and campaigns

Within 6-12 months, you will:

• Reduce stockouts, overstock, fulfillment issues, and recurring CX problems
• Improve fulfillment reliability, order accuracy, and customer response quality
• Build scalable systems for product launches and expansion
• Strengthen vendor, 3PL, Amazon, TikTok Shop, and ecommerce operations
• Create internal HR and accountability processes that help the team scale
• Give leadership a clear operating system for growing Blackmask aggressively

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