Senior Director, Logistics & Customer Experience

Great Minds is a mission-driven organization that develops high-quality curricula and educational content for K-12 students, focusing on math, science, and ELA. They are committed to usability, coherence, and supporting educators through innovative products and services.

Location: Remote (US)

Salary: $191,000–$203,000/year

Responsibilities

• Lead warehouse operations, logistics planning, and inventory management across all fulfillment centers.
• Develop supply chain strategies and implement tools and systems that improve forecasting, inventory turnover, service levels, and cost efficiency.
• Align logistics planning with product launch schedules and sales cycles to ensure timely product availability and fulfillment.
• Oversee route-to-market strategy and warehouse footprint optimization initiatives.
• Serve as the primary relationship manager for third-party logistics and warehouse vendors.
• Conduct regular business reviews and maintain an active on-site presence to evaluate performance and operational alignment.
• Lead all contractual negotiations with external partners, ensuring that service level agreements (SLAs), quality standards, and cost targets are met or exceeded.
• Monitor vendor KPIs and drive accountability for continuous improvement in financial and operational performance.
• Provide strategic oversight of the Customer Support Team (CST), ensuring exceptional service across all customer touchpoints.
• Prioritize and manage inbound support requests, with a focus on resolving issues related to logistics (e.g., shipping delays, damaged or missing materials).
• Champion the implementation of AI tools to enhance support capabilities, improve efficiency, and reduce response times.
• Monitor service metrics and drive continuous improvement based on customer feedback and data analysis.
• Guide and support the development and deployment of AI agents for customer support automation.
• Evaluate and iterate on AI use cases that streamline service delivery and reduce repetitive tasks.
• Provide direction and support to customer experience and logistics teams, setting clear goals and expectations.
• Foster a collaborative, customer-focused culture centered on accountability and performance.
• Serve as a key liaison between internal stakeholders and operational teams to ensure alignment across business units.
• Develop and manage budgets for logistics operations and customer support services.
• Partner with Finance to track spending, forecasts, and ROI for strategic initiatives.
• Establish performance targets and KPIs to measure cost-effectiveness and service quality.

Requirements

• 10 years of experience in logistics, supply chain, or customer operations, including leadership of cross-functional teams.
• 5+ years of management experience.
• Experience implementing AI, automation, or technology-based solutions in customer service settings.
• Demonstrated success managing external vendors, including conducting business reviews, negotiating contracts, and ensuring operational alignment.
• Strong leadership skills with the ability to manage through complexity and change.
• Excellent analytical, negotiation, and communication skills.

Benefits

• Full-time, permanent position.
• Base salary range of $191,000-$203,000, dependent on experience and other factors.
• Opportunity to work remotely with frequent travel to Cincinnati, OH.

Additional Information

• A cover letter and resume are required.
• Candidates must successfully complete a background check.
• Communication regarding the hiring process will only come from official Great Minds email domains.
• Great Minds is an equal opportunity employer.