Director Of Operations (Distribution & Call Center)

Uno Alla Volta

North Branford, Connecticut (Sister Brand to Artful Home)

Uno Alla Volta, located in North Branford, Connecticut, operates a direct-to-consumer brand, which features artisan-made home décor, jewelry and fashion accessories from around the world. Our vision is to bring the human connection into every interaction with every customer, artisan, co-worker, and supplier - thereby enriching their lives. By so doing, we enrich each of our own lives as well. Our business practices are guided by our five core values: integrity, creativity, excellence, accomplishment, and sustainability.

Artful Home

Madison, WI

Part gallery, part art fair, part online marketplace - Artful Home is all of these things and more. For over 30 years, we have been successfully connecting artists and art lovers, offering an extensive juried collection of fine art, craft, and design for the home and wardrobe. We are dedicated to creating an unforgettable experience for customers, artists and staff. We believe that every work of art has a story. We also believe that each member of our team has a story - and that these narratives enrich our entire organization.

Director of Operations (Distribution & Call Center)

SUMMARY

The Director Operations (Distribution & Call Center) is responsible for developing and executing distribution and customer service strategy for 2 brands (Uno Alla Volta, LLC and Artful Home, LLC) in support of the overall business plan and strategic direction of the organization. The ideal candidate will be located near North Branford, CT; however, remote candidates will be considered. The role provides leadership by articulating distribution and customer service needs and plans to the CEO and Senior Leadership Team. It directs all distribution and Call Center functions for 2 locations and activities by performing the following duties directly or through others.

DUTIES AND RESPONSIBILITIES

Establishes quantitative and qualitative metrics, guidelines, and standards by which the departments' efficiency and effectiveness can be evaluated. Identifies opportunities for improvement.

Leads the coordination and integration of efforts across operations, technology, merchandising, creative, marketing, and finance to produce smoother workflow and more cost-effective business processes.

Oversees, coordinates, and participates in organizational activities related to distribution and customer service to include recruiting, onboarding, team member career development and engagement, and overall performance management.

Responsible for ensuring all distribution and Call Center team members are adequately trained and assisting in the achievement of department and company goals.

Prepares, maintains, and forecasts distribution and Call Center budgets to achieve financial objectives.

Develops systems required for product handling and storage requirements, space utilization, inventory management, and shipping.

Oversees inventory levels and physical counts and reconciliation.

Identifies technology disruptions for both distribution and Call Center and works with Technology to resolve issues.

Reviews customer concerns and ensures and tracks acceptable resolutions.

Participates as an active member of the Senior Leadership Team.

Brings innovation to the role and functions and considers new approaches to serving our customers and artists.

SKILLS AND COMPETENCIES

Demonstrates professionalism, confidentiality, initiative, passion, and a strong sense of ownership and accountability.

Demonstrates innovative thinking and strong interpersonal, organizational, and communication skills.

Ability to develop, implement, and maintain organizational processes and systems.

Ability to effectively present information in one-on-one and small group situations.

Strong math, strategic and analytical skills and business acumen.

Ability to quickly adapt to, and work in, a fast-paced environment.

Ability to effectively deal with stressful, high-pressure situations and calmly deal with the issues that arise.

Ability to vigilantly maintain attention to detail, and drive to ensure data accuracy.

Demonstrates strong computer skills and experience with Microsoft Office products.

QUALIFICATIONS

A bachelor's degree in a related field or equivalent education, training, and experience.

Must have a minimum of 10 years of experience in a related field.

Must have 5 or more years of experience managing and leading others.

Experience in remote Call Centers, warehouse consolidation, and 3PL is a plus.

Regular travel will be required.

We are committed to providing equal employment opportunity to all applicants and team members regardless of their race, creed, color, religion, gender, age, national origin, disability, military service, protected veteran status, genetic information, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law.

We will provide qualified applicants and team members with disabilities any needed reasonable accommodations as required by law.