Ops Excellence Lead

What you'll do
🏗️ Fulfillment Excellence
Lead large cross-functional projects across the warehouse network — scoping, framing, execution, and impact measurement (e.g. pack productivity overhauls, operational redesigns for complex merchants).
Own the training and knowledge transfer program: design the structure, content, and rollout cadence for operational standards across all Bigblue sites; ensure warehouse teams are equipped to adopt new processes and tech features at pace.
Support complex prospect operational assessments and coordinate the end-to-end operational setup of large merchant launches.
🌐 Network Growth & Capacity Planning
Build and own Bigblue's capacity planning program: design and operate a network-wide capacity model integrating labor, warehouse fullness, inbound/outbound volumes, and mid-term demand forecasts — delivering daily, weekly, and seasonal views that let Ops and Finance act ahead of constraints.
Develop the S&OP planning program: establish the rhythm, inputs, outputs, and governance for Bigblue's first structured Sales & Operations Planning process; align Merchant Success, Ops, and Finance on volume outlook and capacity posture.
Lead network optimization initiatives: identify structural inefficiencies (allocation, flow, footprint) and frame investment and configuration decisions for senior leadership.
Lead large merchant turnarounds: for strategic accounts facing operational difficulties, own the end-to-end recovery plan — diagnostics, remediation, cross-functional coordination, and communication.
⭐ Service Quality & Efficiency
Drive Happy Orders to 95%: own the diagnostic and improvement roadmap for outbound SLA performance across the network; coordinate root-cause analysis with Warehouse Ops, Product, and Merchant Success.
Drive Happy Inbounds to 95%: lead the equivalent program for inbound quality — slot compliance, receiving accuracy, and supplier alignment.
Lead large-scale, complex operational projects in areas such as inventory quality, packing productivity, or other network-wide efficiency initiatives.

Who you are
You have 7–10 years of experience in supply chain, warehouse operations, or logistics — including at least 3 years in a multi-site or cross-network role (network design, regional ops excellence, process engineering, or equivalent).
You have built or run a capacity planning or S&OP process: you've owned models, run planning cycles and translated volume forecasts into staffing, space and operational decisions.
You have a track record of leading complex cross-functional programs from scratch: scoping ambiguous problems, framing solutions, driving execution across teams with no direct reporting line.
You've done process standardization at scale: defining operating windows, writing or governing SOPs, deploying standard work across multiple sites.
You've thrived in a fast-scaling, build-from-scratch environment — you've created programs, not just operated inherited ones.
You write clearly and communicate with precision — structured framing documents and senior stakeholder presentations are second nature.
You're strong analytically: comfortable in SQL, Excel and BI tools to build capacity models and performance dashboards.
You're fluent in English and French; Spanish is a strong plus.