Director, Customer & Fulfillment Operations (Apparel)

Civil Clothing is looking for a customer-obsessed, operationally strong, and solutions-oriented Director, Customer & Fulfillment Operations to lead the teams and operations behind our customer experience, from order placement and fulfillment through delivery, returns, and post-purchase support. This is a highly visible leadership role overseeing both Customer Service and Warehouse/Fulfillment in a fast-moving, creative environment. The ideal leader is equally comfortable thinking strategically and getting into the details when needed. You understand that great customer experience and great operational execution are deeply connected, and you know how to build an organization that delivers both. You enjoy building strong, scalable operations and creating structure, clarity, and accountability as the business grows. You bring productive urgency, hold yourself and others accountable, and are comfortable making decisions when priorities shift quickly. You’re also comfortable in a founder-led environment where the pace is fast, expectations are high, ideas move quickly, and leaders are expected to be adaptable, resourceful, and close to the business. You can take direction, ask the right questions, translate evolving priorities into execution, and create structure without slowing momentum. Most importantly, you care about both sides of the equation: the experience our customers have with the brand and the operational excellence required to deliver it. What Success Looks Like You’ll build Customer Service and Fulfillment operations that are responsive, accurate, accountable, and scalable. Customers receive excellent service, orders move reliably, inventory visibility improves, teams understand what is expected of them, operational issues are addressed at the source, and Leadership has clear visibility into performance, priorities, and risk. What You’ll Do Lead Customer Service and omnichannel order operations across DTC e-commerce, wholesale, returns, and post-purchase support. Oversee warehouse and fulfillment operations, including inventory, receiving, shipping, order fulfillment, returns, and operational readiness. Build strong service standards and scalable workflows that improve responsiveness, accuracy, efficiency, and the overall customer experience. Maintain reliable visibility into orders, inventory, fulfillment performance, customer issues, backlogs, and operational risks. Own 3PL and logistics partner performance, including service levels, costs, fulfillment accuracy, inventory reconciliation, and continuous improvement. Strengthen NetSuite and related operational workflows, reporting, integrations, and inventory controls. Use customer and operational insights to identify root causes, solve recurring problems, and improve the end-to-end order experience. Lead, coach, and develop Customer Service and Fulfillment teams with clear goals, performance expectations, accountability, and development plans. Build the processes, systems, team capabilities, and operating discipline needed to support continued growth. What You Bring Knowledge, Skills & Abilities Significant leadership experience across Customer Service, e-commerce operations, fulfillment, warehouse operations, logistics, or related omnichannel functions. Strong understanding of the end-to-end order lifecycle, including inventory, order management, fulfillment, shipping, returns, and customer support. Experience leading and developing teams, setting goals and KPIs, managing performance, and building accountability. Experience managing 3PL, carrier, freight, or other external fulfillment relationships. Strong systems orientation with experience using NetSuite and/or comparable ERP, WMS, e-commerce, order-management, and Customer Service platforms. Strong analytical and operational judgment with the ability to turn data and recurring issues into practical improvements. Ability to balance customer experience, speed, accuracy, cost, and business priorities in a high-volume…

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