Head of Operations for a DTC Shark Tank Brand

Website: https://pepperpong.com/ We sell a game called Pepper Pong. Ping pong with foam balls that plays on any surface, so a kid can beat an adult and your grandmother can beat you. We went on Shark Tank and got a deal. Here's where we need help We sell across four channels: our own store, Amazon, TikTok Shop, and wholesale into retail. We have a 3PL, containers moving on a rolling schedule, and more moving parts than anyone is currently tracking. We need real help going into Q4, and we have ambitious goals for 2027 (4x where we are now) We want someone who keeps us on track and makes sure we actually hit it, so the rest of the team can spend all of its attention on demand. What you'd own 1) Inventory and the container rhythm. Forecasting demand across four channels, deciding what to order and when, placing POs, tracking production, watching sailing and arrival dates, and adjusting when they slip. 2) Cash and timing. Deposits, balance payments, freight, duties and 3PL fees all land at different moments, and they have to line up with when money actually comes in. 3) Vendors, and being the person who talks to them. You'd be the direct line to our 3PL, our manufacturer and our freight partners. When there's a question you go and get the answer, then bring it back to us in plain language rather than forwarding a thread. 4) Amazon. Inventory into FBA, restock timing, keeping listings live and unsuppressed, cases, returns, reimbursements. 5) Customer service. You'd own the function and the standard, not every ticket. What good looks like, how fast we respond, and what the tickets are telling us about the product and the shipping. 6) The operating P&L. Contribution margin by channel and by SKU, and what's eroding it. 7) Vendors and spend beyond fulfillment. Suppliers, agencies, contractors, software. You should be negotiating these and cancelling what we don't use. 8) People. We're hiring specialists across retention, creative, Amazon, social, design and product. You'd help hire them, onboard them, hold them to their numbers, and move on the ones who aren't working. 9) The systems. We already have an internal command centre reporting scoreboard, performance, profit and department progress. What's missing is the person who reads it every morning and acts on it. Who we're looking for - You've run operations for an ecommerce brand, ideally physical product, ideally multi-channel. You know what a container delay, a suppressed listing and a retailer chargeback each feel like. - You've placed real purchase orders and lived with the consequences. Ordering too much and ordering too little are both expensive and you've done both. - You diagnose causes, not symptoms. When a number moves the wrong way you find the thing underneath it instead of treating what you can see. - You're good with vendors. - You're comfortable inside a P&L. - You've hired people and you've let people go. - You like spinning plates. - You're proactive to the point of being slightly annoying about it. You don't need to be an AI engineer. You need to not be afraid of it, and to want to get better at it. We'll give you the tools and we'll help you build the systems. What we can't give you is the appetite. We want someone who is still learning on purpose. You buy courses. You read books. You're in masterminds/groups You're the kind of person who goes and figures something out because it bothered you that you didn't know it. If you have ambition and you're looking for the place where it compounds, this is that. We're small enough that what you build here is visibly yours, and moving fast enough that it matters. This isn't for you if You want to manage a team that already exists, you need a clean documented process to work from, or you think operations means keeping things the same. We're not hiring a COO. We'd rather grow one than hire one. If you run this well through a four-times year, the scope and the title follow. How we work We've built AI systems for nearly everything we do and they're actually running the business. You'd work directly with the founder and the growth team, and you'd be a core part of this company. How to apply Don't write a cover letter. We won't read it. Send us a Loom video, 5 minutes or less, answering one question: Walk us through the worst operational problem you've owned. What broke, what you did, and what you changed afterwards so it couldn't happen again. That last part is the one we care about. Everyone who sends a Loom gets a reply.