About Volition: Volition is the first marketplace for the $2T industrial components market. We have the largest selection of these products in the industry at over 30M products across 9,000 manufacturers. We help mechanical engineering and supply chain teams find and buy all of their off-the-shelf components to invent better products faster: from robots, to rockets, to whole factories. We invented a novel data engine to aggregate and organize these millions of products to provide a uniquely powerful UX that was never before possible. Our founders are experienced serial entrepreneurs with multiple ventures in the industrial space.
Company Progress: Our company is experiencing rapid growth (sales grew 10x since Feb 2024) due to major improvements in our product market fit and a highly scalable go to market strategy. We now need an experienced operations leader to build out and run our operations function to help accelerate this growth over the next several years. These operational processes are currently being run by our founders, but that won't scale beyond our current single-digit millions $ of annual sales.
About the Role: As Director of eCommerce Operations, you will own all operational work streams on our marketplace including: order processing, fulfillment ops, customer support, vendor management, and beyond to allow us to scale order volume and monetization while maintaining a great customer experience, successful on-time orders, and a high performing supplier base.
To do so, you will manage and grow our operations team to execute daily operations, as well as refine our processes, systems, and interfaces as required. You will be a key leader on our team, working with our cofounders and rest of the team to achieve our objectives, and you can have as much influence at our company as you can handle. This function is core to the success of our business, so you are guaranteed to see your impact everyday, and your outsized performance will be rewarded with outsized compensation.
Performance Objectives
Increase Order Success: You will take over order management and fulfillment, and then increase order success to over 95% as the company scales monthly orders by 10x by EOY 2024.
Drive Customer Support Satisfaction: You will manage our customer support team to improve our response time, support quality, and other metrics in order to define and increase our customer support satisfaction.
Manage Teams of Operations Associates: You will continuously define and manage projects and daily work for our external consultants to ensure they have a full queue of prioritized work, are set up for success, and are efficiently delivering against the company's needs.
Scale Your Team: You will scale your team of consultants as needed to effectively meet our company goals while balancing costs. This includes finding, evaluating, and onboarding individuals with a range of skill sets.
Increase Performance of our Supplier Base: You will work to manage our supplier base to increase its contribution to order success and customer experience.
Scale Monetization of Supplier Base: You will drive Net Revenue by managing existing and new supplier relationships to increase our take rate % and realized Net Revenue via Volition seller fees, supplier discounts, bulk pricing, rebates, and all other means we can find.
Maintain Metrics: You will measure and report the output, productivity, quality, costs, etc. of the processes you oversee, as well as metrics of their broader company impact.
Refine and Expand Processes: You will improve our current processes to increase the efficiency and quality of our outputs, as well as develop new processes to enable the team to take on new tasks.
About You:
Strong Leadership: You have deep and broad experience as a leader running eCommerce operations processes across fulfillment, customer support, vendor management, etc. as defined above, especially in B2B and commercial distribution contexts.
Ops Wrangler: You have experience developing processes and SOPs, managing teams performing a variety of tasks, managing delivery schedules, and reporting to stakeholders.
Scrappy: You have worked in a startup or other rapidly changing environment where you must constantly adapt, put out fires, and work on areas outside of your comfort zone.
Proactive: You have a track record of working independently with strong execution. You proactively create solutions to problems you encounter, but are comfortable asking for help when you need it.
Culture Fit: You have an attention to detail while also able to prioritize at a high level. You work well on teams with empathy, patience, and candor to ensure a healthy culture of strong execution and personal growth. You are comfortable rolling up your sleeves to do the work yourself before onboarding others.
Bonus points: You have past experience and/or interest in the world of industrial, manufacturing, hardware, and related spaces.
Work Requirements: This position is full-time and fully remote. You are expected to generally be available during normal business hours between 9-5pm PST. However, you may in some circumstances need to be available somewhat outside those hours from 9am ET to 7pm PT if operational issues arise. You will have some flexibility to define your working hours, as long as it sets the team up for success and hits our operational goals.
Culture: We are a remote-first culture with no central office and nearly all meetings happen through voice and video calls. We try to keep standing meetings and calls to a minimum and rely more on asynchronous work via Slack, Google Docs, etc. We expect high quality, creative, timely work to help us hit our aggressive goals, but we are flexible on your work schedule and location. Twice a year, we fly everyone on the team to a central location (usually San Francisco) where we have strategy & planning sessions as well as team hangout time.
Benefits: Significant equity options, healthcare (PPO/HMO options), dental/vision, home office stipend, flexible work hours, unlimited time off.
Employment type
Full-time
Referrals increase your chances of interviewing at Volition by 2x