Operations Success Manager (IT Logistics)

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device — as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About Firstbase, an AppDirect Subsidiary

Firstbase helps companies equip their teams with everything they need to do great work—from computers and furniture to company swag and perks. We give businesses the ability to instantly support employees with the right physical goods, and give employees the flexibility to choose what works for their unique needs.

About You

You have a strong background in operations or supply chain management and know how to keep complex fulfillment processes running smoothly across global workflows. You are data-driven, using metrics to spot issues before they escalate and drive continuous improvement. You’ll report to the Senior Operations Manager and work with a high degree of ownership—we trust you to manage your workflows independently, prioritize what matters, and drive results without day-to-day oversight. You’ll collaborate closely with Firstbase’s Ops, Customer Success, CX, Product, and Sales teams, as well as directly with our customers, to ensure operational excellence. You communicate clearly with both audiences, and you’re energized by solving logistical and operational challenges at scale in a remote-first environment.

What you’ll do and how you’ll have an impact

• Own and optimize global operational activities across order fulfillment, returns, and inventory management on the Firstbase platform;
• Serve as the primary operational point of contact for Firstbase customers and internal teams, ensuring SLOs are consistently met across fulfillment accuracy, resolution time, and customer satisfaction;
• Resolve customer escalations by coordinating with internal teams and vendors, conducting root cause analysis, and delivering timely solutions;
• Drive process improvements by reviewing operational activities, implementing corrective actions, and preventing recurrence;
• Advise customers on optimizing their product catalogs, inventory levels, and processes to improve efficiency and reduce costs;
• Analyze operational data to inform purchasing strategies, inventory management, and vendor performance.

What we’re looking for

• 3–5+ years in operations, supply chain, or inventory management in a tech or B2B environment;
• Experience managing end-to-end fulfillment and returns operations; global scope is a plus;
• Strong data analysis skills—comfortable pulling and interpreting operational metrics;
• Familiarity with CRM or ticketing tools (e.g., HubSpot, Zendesk, Jira);
• Clear written and verbal communication skills, needed to align internal stakeholders and external clients across a fully remote, global team;
• Problem‑solving mindset with a proactive approach to root cause analysis, essential for resolving recurring operational issues before they reach customers.

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

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