Senior Director of Site Operations/General Manager, Fulfillment

Job Summary:Reporting directly to the VP of Operations this position must aim to maximize iHerb’s growth and profitability focused on local site operations leadership as well as domestic and international 3PL partnerships. This role will lead and manage multiple locations which could include multiple cities, states and countries.Operations management includes implementing potentially profitable short- and long-term initiatives and processes to optimize workflow, including the submission, review and approval of plans to control budget spending, labor efficiency, material efficiency, workflow efficiencies, and new areas of technology and customer service efficiency. This position also collaborates with other companydepartments and segments of management to establish and execute responsibilities.Job Expectations:

• Setting goals and developing strategies (define objectives for their area, align them with the overall company vision, and create plans to achieve them.) Conduct regular meetings with operations leadership to ensure priorities are clear and coordination is good.
• Budgeting and resource allocation (create and maintain budgets, allocate resources effectively, and identify cost-saving opportunities) to support strategic business goals.
• Innovation and process improvement (constantly seek ways to improve efficiency, productivity, and overall performance).
• Recruiting, hiring, and training (oversee the hiring process, train new employees, and invest in their professional development).
• Motivating and leading (create a positive work environment, inspire employees, and delegate tasks effectively).
• Performance management (regularly evaluate employee performance, provide feedback, and address any issues).
• Overseeing day-to-day operations (ensure everything runs smoothly, address bottlenecks, and make quick decisions to resolve problems). Establish process improvement initiatives.
• Maintaining quality standards (set and enforce quality standards to ensure products or services meet expectations).
• Compliance with regulations (stay up-to-date on relevant regulations and ensure the organization adheres to them).
• Reporting and analysis (regularly gather data, analyze performance, and report findings to upper management).
• Building relationships (collaborate with different departments, external stakeholders, and clients to achieve success).
• Problem-solving and decision-making (adept at tackling complex challenges and making sound decisions under pressure).
• Facilitate resolution of issues between departments
• Take charge in high-priority crises
• Demonstrate successful execution of business strategies for company products and services
• Guide development of organization through high growth as well as stable growth phases
• Direct and participate in acquisition and growth/expansion activities to support overall business objectives and plans
• Participate in capital market development, including participation in road shows, bank meetings, analyst meetings and more
• Manages all network level process/system improvement projects. Works closely with counterparts at each site to ensure clean implementation.

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.Knowledge, Skills and Abilities:Required:

• Excellent interpersonal, communications, public speaking, and presentation skills
• Solid working knowledge of e-Commerce operations, budgeting, customer service, IT, business development, and strategic planning
• Ability to generate respect and trust from peer groups, support staff and external constituencies
• Ability to lead, plan and manage change
• Must be able to travel up to 50% of the time
• Strong grasp of business strategy and ability to prioritize opportunities
• Demonstrated success in managing and developing direct reports
• Critical thinker, strong at problem solving
• Excellent process improvement capability
• Intellectually savvy – ability to translate conceptual ideas and concepts to practical use

Equipment Knowledge:

• Knowledge of Microsoft Word, Excel, and PowerPoint required

Experience Requirements:

• Generally requires a minimum of fifteen (15) years B2C e-Commerce senior operations management experience.
• Demonstrated success leading in a multi-site environment

Education Requirements:Bachelor’s Degree in Business Management or related field preferred, or a combination of education and equivalent work experience.

Judgment/Reasoning Ability: Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy. Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.Physical Demands: The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is frequently required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. The Team Member may occasionally lift or move office products and supplies up to 60 pounds. Proper lifting techniques required. Reasonable accommodations may be madeto enable individuals with disabilities to perform the essential functions.Work Environment: The noise in the work environment is usually moderate. Other factors are:● Hectic, fast-paced with multi-level distractions● Professional, yet casual work environment● Office / Warehouse environment● Ability to work extended hours as required