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Operations Director

Operations | San Jose, CA | Full Time

Job Description

About Us:

JetPens is an online retailer, specializing in high-end pens & other writing instruments.   We have been featured in Wired, New York Times, CNBC, and Daring Fireball. 


We’re looking for a seasoned operations leader who is interested in joining a small team and making a big impact.  You will lead the day-to-day activities of our order fulfillment, customer service, and supply chain.


  • Develop and analyze Key Performance Indicators to measure costs, productivity, and customer satisfaction.
  • Create standardized policies and procedures. Drive change in processes to improve efficiency and productivity.
  • Manage picking and packing processes to ensure quality and consistency in order deliveries. Create Standard Operating Procedures for fulfillment tasks, and oversee procurement of supplies including negotiating rates with vendors.
  • Oversee inbound shipment receiving processes and reconciliation of shipments to invoices.
  • Monitor and analyze uncertainties in our supply chain and work with the purchasing team to resolve issues.
  • Ensure warehouse and facilities are clean and well organized, including improvements to warehouse layout when necessary. 
  • Manage the customer service team and resolve escalated issues. Standardize customer service policies and procedures.
  • Oversee returns processing and monitor potential fraud and credit card activity.
  • Drive and coordinate bi-weekly new production introductions.
  • Engage and motivate team members, determine capacity and staffing needs, and direct recruitment and termination of personnel. Mentor and develop managers and high-potential individual contributors.
  • Communicate team needs and customer feedback to senior management.  Communicate business requirements and software tool improvements to IT.


  • 4+ years of management experience
  • Data-driven and results-driven problem solver
  • Must have a customer-service mindset
  • Strong people management skills and judgment
  • Exceptional process management ability
  • BS/BA degree required
  • Exceptional analytical skills and extremely detail-oriented
  • Ability to manage multiple tasks / projects and consistently meet deadlines for deliverables

Compensation & Benefits:

  • Salary: Competitive
  • Benefits: Health, Dental, LTD, AD&D, Life Insurance, Health & Dependent Care Flexible Spending Accounts, 401(k) Retirement Plan with 4% Company Match, Paid Time Off
  • Additional Perks: Employee Purchase Discounts, Company Parties, Free Snacks & Coffee