Sr Director, Operations

LAKE is seeking a Senior Director of Operations to build and lead the next chapter of our fulfillment strategy. This role is an adventure for an experienced operator who thrives equally in vision and execution—someone excited by the challenge of designing systems from the ground up while remaining close enough to the work to solve problems in real time. As we transition from a 3PL to an in-house operation, this leader will architect the future of our distribution capabilities. They will oversee everything from facility selection and warehouse design to systems implementation, team building, process creation, and go-live execution. Beyond launch, they will own the ongoing performance, scalability, and continuous improvement of the operation.

The ideal candidate combines strategic thinking with a builder's mindset. They are energized by creating structure where none exists, equally comfortable reviewing a long-term capacity plan and stepping onto the warehouse floor to troubleshoot. Most importantly, they understand that operational excellence is ultimately about delivering an exceptional customer experience.

Who You Are

• You're a builder at heart.
• You see operational challenges as opportunities to create something better. You enjoy rolling up your sleeves, solving complex problems, and bringing order to ambiguity. You care deeply about the details and understand the art of hospitality.
• You balance innovation with practicality, urgency with thoughtfulness, and high standards with humility. Whether you're designing a five-year fulfillment roadmap or brainstorming through a challenge on the warehouse floor, you're equally invested in the outcome.
• You're excited by the opportunity to build something enduring.

What You'll Do

• Transition Our Fulfillment Network
  • Lead the transition from a 3PL model to an in-house fulfillment operation, overseeing facility selection, warehouse design, systems implementation, staffing, and launch execution.
  • Create scalable operational infrastructure that supports long-term growth while preserving the quality and care our customers expect.
  • Establish warehouse workflows, standard operating procedures, inventory controls, and safety programs that drive consistency and efficiency.
• Lead Fulfillment & Logistics Operations
  • Own day-to-day warehouse and fulfillment operations, ensuring orders are received, picked, packed, customized, and shipped accurately and on time.
  • Develop and manage a best-in-class value-added services program, including embroidery, gift wrapping, and other customer experience enhancements that elevate our brand.
  • Oversee inventory movement, receiving, storage, fulfillment, and outbound distribution activities.
  • Manage inbound freight and logistics partnerships, ensuring timely receipt of goods while continuously identifying opportunities for cost savings and efficiency.
  • Develop outbound carrier and shipping strategies that balance speed, service, and economics.
  • Build strong relationships with external partners, monitoring performance against service level expectations and negotiating agreements that support business objectives.
• Build & Develop an Exceptional Team
  • Recruit, develop, and inspire a high-performing warehouse and operations organization.
  • Foster a collaborative, inclusive culture grounded in accountability, continuous improvement, and shared success.
  • Establish clear goals, performance expectations, and development pathways for team members.
• Drive Operational Excellence
  • Develop KPIs and reporting frameworks that provide visibility into operational performance and inform decision-making.
  • Identify opportunities to improve productivity, quality, service levels, and cost efficiency.
  • Partner cross-functionally with Planning, Merchandising, Customer Experience, Finance, and Technology teams to ensure operational priorities align with broader business goals.
  • Ensure compliance with all applicable health, safety, regulatory, and legal requirements.

What You'll Bring

• 10+ years of progressive operations experience, including direct ownership of fulfillment and warehouse operations
• Demonstrated experience building and leading warehouse teams, hiring, developing, and managing at scale
• Proven track record managing a 3PL-to-in-house transition or standing up a fulfillment operation from scratch
• Strong inbound supply chain and freight management knowledge
• Experience designing warehouse layouts, workflows, and SOPs for a DTC or omnichannel operation
• Data-driven approach to operational decision-making with strong KPI development and reporting skills
• Strong project management capability – able to run complex, multi-workstream transitions on time and on budget
• Excellent communication and cross-functional collaboration skills