Director of Operations

About SET Active

SET creates athleisure designed for what's next. Founded on the belief that style and comfort shouldn't be mutually exclusive, the brand offers versatile pieces that transition seamlessly from workout to weekend, meeting to coffee run. Blurring the line between form and function, SET designs for the everyday girl's ever-changing schedule.

About the Role

The Director of Operations will oversee all operational functions across logistics, fulfillment, 3PL management, e-commerce operations, and alternative sales channels. This role is both strategic and hands-on-responsible for building scalable systems, managing external partners, leading cross-functional initiatives, and ensuring flawless execution across drops, launches, and ongoing operations.

You will serve as the connective tissue between Production, Planning, E-Commerce, Customer Service, and external logistics partners, ensuring efficiency, accountability, and operational excellence company-wide.

Key Responsibilities

1. General Operations & Cross-Functional Leadership

• Own operational execution across all sales platforms, including Shopify, Loop, Flip Shop, and TikTok Shop.
• Organize and lead drop preparation meetings, including agenda setting, cross-functional alignment, and follow-up ownership.
• Develop, maintain, and execute contingency plans for supply chain disruptions or operational risks.
• Lead internal operational meetings, including drop day prep and monthly performance reviews; create and present decks with key insights and action items.

2. 3PL & Fulfillment Management

• Own the full relationship and performance management of the 3PL.
• Oversee inbound receiving accuracy, outbound shipping SLAs, and fulfillment timelines.
• Manage customer service escalations related to fulfillment and shipping issues.
• Upload and manage manual orders for wholesale and retail partners.
• Review, approve, and track all 3PL invoices.
• Ensure warehouse supplies (poly-mailers, boxes, etc.) are stocked and reordered as needed.

3. Logistics & Freight Management

• Serve as primary liaison between internal teams and external logistics partners (freight forwarders, ocean carriers, parcel carriers, and 3PL).
• Plan, schedule, and track all international shipments from China to the LA 3PL via air and sea.
• Analyze shipping methods to optimize cost, timing, and volume.
• Schedule inbound delivery appointments with the 3PL.
• Track, log, and reconcile all freight, duty, and landed cost data by PO.
• Oversee import documentation, freight audits, and packing list accuracy (SKUs, quantities, classifications).
• Coordinate closely with Production to align timelines and ensure delivery targets are met.
• Manage all gifting logistics, including tracking, documentation, and internal visibility.
• Provide gifting and bulk shipment trackers to internal teams weekly for upcoming drops.
• 4. Alternative Sales Channels & Customer Experience
• Oversee the Alternative Sales Channel Manager and Customer Service function.
• Support operational needs across wholesale, retail, and pop-up channels.
• Partner closely with Customer Service to review qualitative and quantitative feedback and implement operational improvements.
• Identify trends, friction points, and opportunities to improve customer experience and operational efficiency.

5. Returns & Reverse Logistics

• Serve as primary owner of the returns platform and relationship.
• Analyze performance and evaluate alternative solutions to ensure best fit for the business.
• Lead troubleshooting and resolution of internal issues with the returns platform.
• Communicate updates, changes, and improvements to internal teams.

6. Compliance, Insurance & Risk Management

• Oversee company-wide insurance policies, ensuring coverage is current and compliant.
• Distribute Certificates of Insurance (COIs) to internal teams and partners as needed.
• Support annual audits in partnership with HR and Finance.

7. SOPs, Process Improvement & Documentation

• Identify inefficiencies, bottlenecks, and risks across operational workflows.
• Revise existing processes to improve speed, accuracy, and scalability.
• Create and maintain SOP documentation for all critical operational processes.

Qualifications

• 7+ years of operations, logistics, or supply chain experience within apparel, retail, or consumer goods.
• Strong understanding of DTC and omnichannel operations.
• Highly organized with exceptional project management skills.
• Data-driven mindset with strong analytical and reporting capabilities.
• Experience managing teams and external partners.
• Comfortable operating in a fast-paced, high-growth environment.