Strategic Director Of Customer Service & Logistics Championing Operational

• Strategic Director of Customer Service & Logistics Championing Operational Excellence, Customer Delight, and Sustainable Supply Chain Innovation at brighthush
• Company: Snowflake
• Job Location: Remote (Work from home), India
• Employment Type: Contract
• Salary: $44,412$59,145 a year
• About Snowflake

About brighthushbrighthush is not just a consumerproducts company; it is a movement that transforms everyday moments into unforgettable experiences. With a portfolio that ranges from vibrant home dcor to cuttingedge lifestyle accessories, we have built a brand that resonates with modern, designsavvy consumers around the globe. Our growth trajectory is powered by relentless innovation, a customercentric mindset, and an unwavering commitment to sustainability across every touchpoint.

About the Role

As we expand our global footprint, we are looking for a visionary leader who can elevate our customer service and logistics operations to new heights, ensuring that every interactionfrom the first click to the final deliveryreflects the quality and care that defines brighthush.

Role Overview

As the

Strategic Director of Customer Service & Logisticsat brighthush, you will be the linchpin that connects our customers, supply chain, and finance teams. Reporting directly to the SVP of Operations, you will architect scalable, datadriven processes that enhance the customer journey, streamline order fulfillment, and optimize our distribution network. Your strategic insight and execution prowess will empower brighthush to maintain its reputation for speed, accuracy, and sustainability while supporting our ambitious growth plans.

• Key Responsibilities
• Customer Service & Order Management
• Lead a highperforming customer service team, ensuring rapid, accurate, and empathetic support throughout the entire order lifecycle.
• Design and implement standardized, scalable processes that elevate case resolution rates, boost order accuracy, and increase overall customer satisfaction scores.
• Champion process automation initiativesleveraging AI, chatbots, and workflow orchestrationto reduce manual effort and accelerate response times.
• Collaborate with thirdparty service providers to align their systems and support tools with brighthushs evolving business and customer needs.
• Establish rigorous controls and audit frameworks that guarantee precise order fulfillment, seamless returns processing, and accurate invoicing.
• Partner with Finance to streamline the ordertocash cycle, ensuring transparency, efficiency, and compliance.
• Oversee customer onboarding, including EDI setup, item conversion tables, routing guides, and portal compliance, to guarantee a smooth integration experience.
• Develop and maintain a comprehensive knowledge base and training curriculum that empowers frontline agents to resolve issues swiftly and confidently.
• Implement a continuous feedback loop with product, marketing, and engineering teams to translate customer insights into actionable product and service improvements.
• Customer Logistics
• Own and continuously improve outbound and reverse logistics, covering order routing, carrier management, delivery tracking, and returns handling.
• Negotiate and manage contracts with parcel, LTL, FTL, 3PL, and other logistics partners, focusing on cost control, performance metrics, and servicelevel agreements.
• Develop and execute a logistics strategy that balances speed, cost, and customer experience, ensuring that every shipment meets or exceeds expectations.
• Lead the automation of key logistics workflows, including the ongoing EDI project and ERP implementation initiatives, to enhance visibility and reduce errors.
• Define, monitor, and report on OTIF (On Time In Full) metrics, collaborating crossfunctionally to resolve exceptions and improve service levels for key accounts.
• Drive continuous improvement projects that enhance logistics efficiency, reduce environmental impact, and support our sustainability goals.
• Implement advanced analytics dashboards that provide realtime insights into carrier performance, shipment status, and cost drivers.
• Coordinate with IT to ensure seamless integration of logistics platforms with the broader enterprise ecosystem.
• Distribution Planning & Execution
• Design and lead the Distribution Requirements Planning (DRP) process, ensuring inventory is strategically positioned across the network to meet demand.
• Create and manage inventory placement, replenishment, and order fulfillment plans that align with sales forecasts and customer expectations.
• Optimize distribution center operations, integrating best practices in warehouse layout, labor management, and technology adoption.
• Improve inventory availability, reduce stockouts, and balance service levels with costtoserve considerations.
• Implement scalable and sustainable warehousing and fulfillment practices that support rapid gr .