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 …