Head of Operations

GLD is one of the fastest growing jewelry and lifestyle brands in the world, creating premium products at the intersection of fashion, sports, music, and culture. Through partnerships with the NFL, NBA, MLB, NHL, NCAA, and some of the world's biggest athletes and entertainers, GLD serves millions of customers globally across DTC, wholesale, marketplaces, retail partners, and live events.

As GLD continues to scale, the company is investing heavily in operational excellence, technology, automation, and omnichannel fulfillment to build a best in class customer experience.

Position Overview

The Head of Operations will lead the strategy and execution of GLD's operational network, ensuring world class performance across inbound logistics, international supply chain, warehousing, distribution, fulfillment, events, and future retail operations. This role reports directly to the Chief Executive Officer and works in close partnership with Technology, Finance, Merchandising, and Planning.

This is a hands-on leadership role. GLD is looking for an operator who is equally as comfortable in the warehouse as well as building the systems and processes that scale, and setting long term strategy at the same time. The ideal candidate brings deep operational expertise, a strong point of view on automation and technology, and the judgment to know when to build, when to buy, and when to wait.

This leader is responsible for creating scalable operational processes that support rapid company growth while continuously improving speed, accuracy, service levels, and cost efficiency. Beyond day to day execution, this role serves as the operational architect for GLD's future, identifying where technology, automation, AI, robotics, and systems improvements can modernize the supply chain and distribution network.

This individual will partner closely with Technology to define operational requirements, prioritize development initiatives, and lead major system implementations, including a new warehouse management system, warehouse automation, and future omnichannel fulfillment capabilities.

Warehouse & Distribution, Logistics & Transportation, International Supply Chain & Inbound Operations, and Systems, Automation & Technology all report into this role. The Head of Operations holds full accountability for the performance, staffing, and strategic direction of each of these functions.

Responsibilities

Operations Leadership

Own end to end operational execution across inbound logistics, warehouse operations, inventory movement, order fulfillment, distribution, and outbound shipping.

• Establish KPIs that drive operational excellence across cost, quality, speed, and customer experience

• Build scalable operational processes capable of supporting significant business growth

• Develop staffing models and capacity plans for peak seasons and future expansion

• Lead daily operational reviews while maintaining a long term strategic roadmap

Warehouse & Distribution

Lead all warehouse operations, including receiving, putaway, inventory control, picking, packing, shipping, and returns.

• Drive continuous improvements in productivity and fulfillment accuracy

• Optimize warehouse layout, slotting strategy, labor planning, and inventory flow

• Develop operational standards and SOPs that improve consistency and scalability

• Partner with Finance and Planning to optimize inventory utilization and carrying costs

Logistics & Transportation

Own inbound freight strategy from global suppliers and the networks that move product to customers.

• Manage relationships with logistics providers, parcel carriers, freight forwarders, and distribution partners

• Continuously evaluate transportation networks to improve service levels while reducing costs

• Monitor carrier performance, shipping expenses, transit times, and the customer delivery experience

International Supply Chain & Inbound Operations

Own the end to end operational flow from production completion through domestic inventory receipt.

• Coordinate with GLD's Asia office on shipment readiness and export logistics

• Manage freight booking, routing, and carrier selection for international shipments

• Track shipments and proactively manage exceptions during transit

• Own customs clearance, import compliance, and freight forwarding relationships

• Lead inbound receiving at GLD's Miami facility, including inspection and inventory check-in

• Resolve discrepancies, short shipments, and damaged goods claims

• Ensure inventory accuracy from first receipt through putaway

This leader is accountable for minimizing lost or delayed shipments and ensuring inbound SLAs are consistently met, with real time visibility into shipment status at every stage of the journey.

Systems, Automation & Technology

Serve as the business owner for operational technology, in close partnership with the Technology team.

• Define operational system requirements and prioritize development roadmaps

• Improve warehouse workflows and increase automation across fulfillment operations

• Eliminate manual processes through technology

• Lead operational implementation of major initiatives, including a new warehouse management system, warehouse automation, scanning technologies, mobile warehouse solutions, inventory visibility tools, operational dashboards, robotics, and AI enabled operational planning

This leader is accountable for ensuring new systems are successfully deployed, adopted, and continuously optimized after go live, not just implemented.

Strategic Planning & Continuous Improvement

Develop the long term operational roadmap for GLD.

• Continuously evaluate opportunities in automation, robotics, AI, warehouse technology, fulfillment innovation, retail operations, supply chain best practices, and emerging logistics technologies

• Identify initiatives that improve cost per order, throughput, labor productivity, inventory accuracy, shipping speed, and customer experience

• Develop business cases and ROI analyses for operational investments

Events & Activations

Lead operational planning and execution for pop up experiences, fan events, brand activations, wholesale events, trade shows, and experiential retail.

• Coordinate inventory movement, staffing, logistics, setup, teardown, and operational readiness

• Execute with a high degree of precision and reliability while maintaining inventory accuracy and operational controls

Future Retail Operations

As GLD expands into owned retail, this leader will establish the operational infrastructure supporting physical stores, including store replenishment, inventory movement, omnichannel fulfillment, ship-from-store, buy online pickup in store (BOPIS), operational standards, retail logistics, and store operating procedures.

Partner with Merchandising, Retail, Finance, and Technology to build scalable retail operations from the ground up.

Cross-Functional Leadership

Partner closely with Product (Overseas and Domestic teams), Merchandising and Quality Control, the Director of Asia Operations, Ecommerce, Customer Experience, Finance, Technology, Planning, and Marketing to ensure operational capabilities support company growth initiatives and customer expectations.

Qualifications

• 10 years leading warehouse, logistics, fulfillment, or supply chain operations, with substantial experience in a senior leadership capacity

• Experience managing high volume omnichannel fulfillment operations

• Demonstrated success scaling operational organizations during periods of rapid growth

• Strong understanding of warehouse operations, inventory management, and transportation

• Experience implementing enterprise operational systems such as WMS, OMS, ERP, or automation technologies

• Strong analytical mindset with a deep understanding of operational KPIs

• Proven project management and cross-functional leadership experience

• Experience leading large operational teams

• Ability to influence across technical and non-technical organizations

• Comfortable operating in a fast paced, entrepreneurial environment

Preferred experience:

• Shopify ecosystem

• NetSuite ERP

• WMS implementation

• Automation and robotics

• Retail operations

• Third party logistics (3PL)

• International logistics and import operations

Nice to have (not required):

• Direct ownership of technology or developer resources, including candidates who have managed an embedded technical team, served as a business side owner of a development roadmap, or led operational technology at a level beyond system implementation

• Ownership of demand planning or inventory forecasting functions, particularly in a product business where SKU complexity and seasonality create meaningful planning challenges

What We'll Measure

Within the first 12 to 18 months, this leader will:

• Successfully lead implementation of GLD's next generation Warehouse Management System

• Improve fulfillment speed and inventory accuracy while reducing operational costs

• Establish scalable warehouse processes capable of supporting future growth

• Develop a multi-year operations technology roadmap

• Improve labor productivity through process optimization and automation

• Build operational readiness for future retail expansion

• Deliver measurable improvements in cost per order, fulfillment SLA performance, inventory accuracy, and on-time shipping

What Makes Someone Successful

The ideal candidate is equally comfortable in the warehouse and presenting a three year operations strategy to the executive team. They combine operational rigor with curiosity, constantly looking for better ways to work through technology, automation, and process improvement.

They thrive in high growth environments, build strong cross-functional partnerships, and create scalable systems that let the business grow without sacrificing service, quality, or efficiency. They are a builder, someone who enjoys solving complex operational challenges today while designing the infrastructure that will support GLD's next stage of growth, and who is ready to take on broader scope as the business scales.