About White Flower Farm
White Flower Farm is a family-owned nursery based in Northwest Connecticut. For 75 years, White Flower Farm has stimulated American gardeners’ imaginations and met their disparate needs. Along the way, we’ve earned a reputation for trustworthiness and transparency alongside outstanding product quality, comprehensive cultural information, and superior customer service. Today, WFF is a nationally recognized, time-tested resource for everyone from experienced horticulturalists on the lookout for unusual cultivars, to absolute newcomers to gardening. For more information about White Flower Farm, please visit: .
Who We’re Looking For
White Flower Farm (WFF) is looking for an exceptional Director of Operations (DO) who is highly skilled in overseeing D2C revenue channels and fulfillment processes, managing multiple operations-related departments, and being part of a forward-looking leadership team. The DO will manage the customer service group, the distribution group, the IT department and the associated physical facilities, for a total of 22 direct and indirect reports (with seasonal spikes above those headcounts). Together, those departments ensure that the company's goals, objectives, and mission are carried out through customer interactions and daily operations. As a member of the senior management team, the DO will work to continuously improve the presentation and delivery of products and services to our customers and in addition, will collaborate on strategic analysis, financial planning and control, and product development. The DO will report directly to the company’s owner.
Responsibilities
- Plan and direct day-to-day operations and long-term strategy of WFF’s D2C revenue channels and fulfillment processes
- Coordinate and optimize efforts between operational departments (customer service, distribution, IT) to ensure that the company’s mission and revenue goals are met
- Continually evaluate the performance of the company’s D2C sales, operations, and fulfillment process, challenging old habits and implementing improvements where appropriate
- Collaborate closely with the e-commerce department to optimize reach, grow revenue, control costs, and grow the customer base
- Provide financial oversight of the operational departments, creating and sharing budgets, reviewing monthly variance, and approving extraordinary expenditures
- Manage recruiting, hiring, discipline, terminations, training and seasonal scaling of the operations team
- Provide regular and recurring guidance and direction for the operations team, setting performance standards and monitoring results
- Create an environment for feedback and continuous improvement, investing in professional development for those who demonstrate leadership potential
- Collaborate with the senior management team on issues related to product quality and customer success
- Regularly review customer feedback and initiate improvements to enhance customer satisfaction and retention
- Review financial statements and operational KPIs, and diagnose operational challenges in the context of financial statements and goals
- Develop and adapt long-term operational strategies in collaboration with team senior management team to meet company objectives
- Remain current on technology platforms utilized in e-commerce customer service and fulfillment, assess the company’s technological needs going forward, and manage the implementation of new systems
- Develop, present and implement capital plans for the operations department, factoring and supporting return-on-investment goals
- Negotiate or approve contracts and agreements with suppliers and third-party shippers
- Implement company policies and procedures as needed within the supervised departments
- Maintain a safe workplace and ensure that safety procedures are adhered to
- Participate in Company events as required
Qualifications
- 10+ years in leadership or management roles in a D2C or e-commerce business
- 5+ years of experience managing e-commerce revenue channels, ordering and fulfillment tools, and shipping relationships
- Preference for candidates with prior experience in the nursery, horticulture, greenhouse and/or controlled environment agriculture sector
- Demonstrated track record in creating and meeting/beating budgets, managing to a P&L, and setting and working towards departmental and/or company KPIs
- Demonstrated track record of workplace achievement in the selection, coaching and development of employees
- Proven ability to drive customer satisfaction and financial performance in an e-commerce focused business
- Excellent interpersonal and time management skills and verbal and written communications skills
- Exceptional leadership, motivational, and hands-on team-building skills and knowledge of management best practices
- Demonstrated problem-solving, organizational, analytical and business management skills
- Strong instincts for and creativity in sales, marketing, and merchandising
- Strong proficiency in a range of contemporary project management tools, POS systems, ERPs, Shopify, warehouse management systems, and MS Office suite
- Ability to lift 25 lbs, stand for long periods, and perform repetitive tasks
Compensation & Benefits
This position will have a total annual compensation in the range of $125,000. In addition, this position will be eligible for a performance-based bonus and for the following benefits:
- Health, dental, and vision insurance premium subsidy
- 120 hours of annual paid time off
- 9 additional paid company holidays
- 401k with partial company match
Application instructions
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Deadline
No deadline