Position Overview:

We are seeking a dynamic and experienced Sr. Operations Lead, Brand Specialist to oversee all operational aspects related to our VIP, Influencer, Promotional, Wholesale & Bulk Orders. As the Operations Lead, Special Projects you will be responsible for ensuring the highest level of service and satisfaction for our exclusive clientele. Your primary focus will be on managing the operational processes, coordinating with various internal teams, and maintaining strong client relationships on all VIP, Influencer, Promotional, Wholesale & Bulk Orders. This role requires exceptional organizational skills, attention to detail, and the ability to thrive in a fast-paced and high-pressure environment.

Responsibilities:

VIP, Influencer, Promotional, Wholesale & Bulk Order Management:

• Serve as the primary point of contact on all VIP, Influencer, Promotional, Wholesale & Bulk Orders, maintaining regular communication with both Brand team & Stord internal team members and building strong relationships while maintaining the highest level of confidentiality.
• Understand client needs, preferences, and expectations to provide personalized and exceptional service.
• Proactively anticipate client requirements and identify opportunities to enhance their experience (services will include without limitation quality experience auditing and supporting execution of Kitting excellence).

Operational Oversight:

• Develop and implement operational strategies and processes to ensure seamless service delivery for VIP clients.
• Monitor Quality Control and Confidentiality for all influencer packages being shipped
• Coordinate with internal teams, including Sales, Marketing, Customer Support, and Logistics, to ensure smooth execution of client requests and projects.
• Monitor key performance indicators (KPIs) to track operational efficiency and identify areas for improvement.

Project Management:

• Collaborate with cross-functional teams to manage complex projects for VIP, Influencer, Promotional, Wholesale & Bulk Order, ensuring timely delivery and adherence to quality standards.
• Define project scopes, objectives, and deliverables, and establish clear timelines and milestones.
• Conduct regular project status meetings, provide updates to stakeholders, and address any potential issues or bottlenecks.

Quality Assurance:

• Implement and maintain rigorous quality control processes to ensure all deliverables and services meet or exceed VIP clients' expectations.
• Conduct regular audits and assessments to identify opportunities for improvement and recommend corrective actions as needed.
• Continuously evaluate service performance, gather feedback from clients, and implement necessary adjustments to enhance operational excellence.

Team Leadership:

• Provide guidance, support, and mentorship to a team of operations professionals.
• Foster a positive and collaborative work environment, promoting teamwork and individual growth.
• Conduct performance evaluations, set goals, and identify training needs to develop and strengthen the team's capabilities.

Requirements:

• Proven experience in operations management, preferably in a VIP client-facing role - occasional travel required.
• Excellent interpersonal and communication skills, with the ability to interact professionally with high-profile clients.
• Strong project management abilities, including the ability to handle multiple projects simultaneously and meet deadlines.
• Exceptional problem-solving skills and the ability to think critically in high-pressure situations.
• Proficiency in using operational tools and software for process optimization and reporting.
• Demonstrated leadership qualities with the ability to inspire and motivate a team.
• Attention to detail and a commitment to delivering exceptional quality.
• Flexibility to work outside regular office hours when necessary to address urgent client needs or project requirements.
• Excellent communication and interpersonal skills. Able to interact effectively with all levels of management and support teams
• May regularly lift and/or move up to 50 pounds, and frequently lift and/or move up to 75 pounds.
• Able to transport up to 20 lbs
• Able to perform basic mathematical calculations
• Able to build solid, effective working relationships with others
• Able to constructively work under stress and pressure when faced with high workloads and deadlines
• Able to effectively use relevant material handling equipment (i.e forklifts)
• Able to express ideas clearly and convey necessary information
• Able to work in a Distribution center environment which includes exposure to work at varying heights; varying temperatures; moderate and consistent noise levels

Preferred Experience:

• Bachelor's degree in Business Administration, Operations Management, or a related field. Relevant certifications are a plus.