EveryLife, Inc. is a faith-driven, premium baby products brand offering diapers, wipes, and personal care products for families who want their purchases to reflect their values. As a proudly pro-life company, a portion of every purchase supports Pregnancy Resource Centers across the country. We are a fully remote workforce and a division of PSQ Holdings, Inc. Our lean, high-performing team moves fast, operates with purpose, and is deeply committed to both the families we serve and the mission behind the brand. If you're looking for a role where your work has real operational impact and meaning beyond the bottom line, we'd love to hear from you.

We're looking for a Head of Operations, this is a “player-coach” role that runs the Operations and Logistics functions, while also leading Customer Success and providing leadership with data analysis and reporting to ensure that EveryLife is making data-informed decisions. This role plays a key leadership role in ensuring the efficiency, scalability, and quality of EveryLife’s operational and processes. This role will support cross-functional initiatives across our manufacturers, our 3PL partner, service providers, marketing, customer success, logistics and analytics. Reporting to the President, this role will help drive strategic execution and continuous improvement in an early stage, values-aligned organization (10 full-time employees, 15,000+ monthly order volume).

Core Responsibilities:

Logistics and Third-Party App Management :

• Warehousing & Fulfillment: Own the management of our shipping and 3PL warehouses and ensure smooth logistics and best practices while identifying optimization and cost savings opportunities.
• Bulk Order Management: Manage all bulk orders, including those from a large coalition of Pregnancy Resource Centers.
• Supplier Relationships: Own relationships with EveryLife diaper, wipes, soap/lotion, and other manufacturers.
• Platform Oversight: Manage Shopify’s team internal reporting, and third-party apps integrated with the platform.
• Subscription & Review Management: Own the management of and relationship with Recurly (subscription platform), focusing on reducing customer churn.
• Demand Planning: Own the inventory demand planning process, and prepare POs for all new inventory, with approval of the President.
• Collaborations: Work closely with the EveryLife Marketing team and external partners, namely, Klaviyo and Yotpo.

Customer Support Leadership:

• Provide visionary leadership to the Customer Support team, fostering a positive and customer-centric culture.
• Supervise, mentor, and support the Head of CS, ensuring a high level of customer satisfaction, performance, and productivity.
• Lead by example, consistently demonstrating professionalism in customer interactions.

Issue Resolution and Escalation:

• Oversee the resolution of high-level or pervasive inquiries or concerns, including product and general escalations, ensuring timely and effective responses.
• Implement and refine escalation procedures to address complex issues and ensure customer satisfaction.
• Collaborate with cross-functional teams to resolve escalated matters efficiently.

Data Analysis and Reporting:

• Utilize customer support data to identify trends, patterns, and areas for improvement, including new product launches.
• Implement new means of obtaining customer feedback, when applicable.
• Analyze performance of Customer Success and Operations departments, and implement new solutions for efficiency.
• Prepare and present regular reports to the Executiveto Executive Team, highlighting key performance metrics and customer feedback.

Continuous Improvement:

• Spearhead initiatives to enhance the overall customer support experience, leveraging feedback and data-driven insights.
• Collaborate with cross-functional teams to implement improvements in product offerings and service processes, including automation when applicable.
• Work with our product consultant to develop and implement quality assurance processes to monitor and improve the performance of the Customer Support team.

Qualifications:

• Proven experience in an operations and/or customer support management role, preferably within the consumer goods industry.
• Excellent leadership and communication skills, especially in a fast-paced environment.
• Master of proactive communication, ownership of projects, and “the art of the follow up.”
• Proven track record of auditing existing supply chains, identifying hidden bottlenecks, and implementing automation or structural changes that directly save money and time.
• Aligns with our team member values: Adaptable, Accountable, All In, and Advocate for Life.
• Strong problem-solving abilities and a commitment to finding solutions that exceed customer expectations.
• Experience analyzing large amounts of data and implementing data-based solutions.
• Experience with Shopify or Recurly a plus.

Total Rewards Package:

• Insurance: The company covers 100% of the premiums for Medical, Dental, Vision, and Life Insurance, with some plans including an HSA with a company contribution.
• Retirement Planning: 401(k) with a 100% employer match up to 4%.
• Work-Life Harmony: Generous Paid Time Off and Paid Holidays.
• Make More Babies: Paid Parental Leave and a $5,000 Baby Bonus when you grow your family.
• Savings: Discounts on our brands.