Head of Operations

• Create, own, and execute Operations OKRs, KPIs, vision, and goals across the full scope of the company's operations
• Develop short and long-term operations strategies that support AptDeco's growth, market expansion, and customer experience goals
• Partner with the Leadership Team to ensure operational priorities are tightly aligned to company-wide strategy
• Report, analyze, and communicate operations data and financials to the Leadership Team and broader organization
• Ensure the Operations Team is in compliance with all government regulations and statutes across all operating markets.

• Own all aspects of operations across the company including in-house delivery teams, our independent carrier network, vendor relationships, customer experience, and cross-functional operational workflows
• Manage the balance between in-house capacity and third-party carrier coverage, making smart build-vs-partner decisions as we enter new markets and new product categories
• Set and enforce performance standards across both in-house and outsourced delivery operations, ensuring a consistent, high-quality customer experience regardless of who is executing the job or what type of item is being moved
• Ensure seamless coordination between logistics operations and customer experience teams, so every touchpoint, from pickup to delivery to post-delivery support, reflects AptDeco's standard of excellence
• Develop and enforce standard operating procedures and best practices across all operating markets
• Develop and maintain relationships with vendors, carriers, and logistics partners; review contracts and negotiate terms

• Champion the use of new technologies,  including AI and automation tools,  to drive operational efficiency, reduce costs, and elevate the customer experience
• Identify and implement automation opportunities across logistics workflows, scheduling, routing, carrier dispatch, customer communications, and team operations
• Work closely with our engineering and product teams to shape the tools and algorithms that power our logistics network
• Stay ahead of emerging technologies and industry trends relevant to last-mile logistics, bulky goods handling, and marketplace operations, and bring the best ideas back into the business
• Create strong feedback loops across the Operations Team to surface what's working and what isn't, and act on it quickly

• Proactively identify opportunities to improve performance while reducing costs and financial risk across the network
• Develop and manage scalable processes and workflows that deliver consistent, timely, and accurate job execution across multiple markets with varying volumes, item types, and complexities
• Assess and build standard operating procedures and best practices for performance monitoring in order to optimize job quality, cost, and speed with a relentless focus on the customer experience

• Provide inspirational, grounded leadership to all direct reports  ensuring individuals feel heard, understand their impact, and are connected to the broader operations mission
• Lead, hire, develop, and mentor a high-performing team across in-house logistics, carrier operations, customer experience, and broader operations functions at all levels
• Build a best-in-class employee experience, including hiring, learning & development, engagement, and retention

• 8+ years of senior operations leadership experience, ideally in last-mile logistics, marketplace operations, and/or high-growth startup environments
• Hands-on experience managing a hybrid logistics model, including both in-house delivery teams and a network of independent carriers or third-party logistics providers
• Deep familiarity with the operational and financial dynamics of last-mile delivery for bulky, unpackaged, or high-care goods e.g furniture, appliances, fitness equipment, or similar categories  and a genuine passion for solving the hard problems that come with it
• Experience owning or closely partnering on customer experience operations, with a track record of measurably improving customer satisfaction across a distributed network
• Comfort with and enthusiasm for new technologies, including AI tools, and a demonstrated ability to apply them to real operational challenges
• Strong leadership skills with the ability to build, align, and inspire high-performing, cross-functional teams across logistics, customer experience, and operations
• An advanced understanding of data analysis, operational metrics, financials, and process improvement
• A proven track record of scaling operations, driving efficiencies, and delivering strong, consistent customer experience across multiple markets
• The ability to prioritize, project manage, and execute on multiple high-impact initiatives simultaneously
• Strong communication skills across all levels of the organization

Compensation