Director, E-Commerce Operations

What you'll Do

Primary Responsibility:
Reporting into the Senior Vice President Operations, Americas you will be responsible for leading Americold's e-Comm operations team.

We are seeking a strategic, execution driven Director of Operations to lead and scale our e commerce fulfillment business within a high growth 3PL cold storage environment.

This leader will own operational performance, customer experience, and the end to end fulfillment network supporting frozen and refrigerated DTC brands.

The mandate is bold: scale revenue and EBITDA by 4x over the next three years through operational excellence, automation, disciplined cost management, and world class service delivery.

This role requires a builder who thrives in fast growth environments, understands the complexities of temperature controlled logistics, and can translate strategy into scalable systems, processes, and teams.
Manage the month / quarter end financial analysis process to ensure the executive team is provided with timely and thorough actionable analysis of our reported financial results.

Operational Leadership & Strategy
• Develop and execute a multi year operational roadmap to support 4x revenue and EBITDA growth within 3 years.
• Build scalable processes across receiving, storage, pick/pack, kitting, value added services, and outbound shipping for frozen and refrigerated products.
• Lead capacity planning, labor modeling, and throughput optimization across multiple facilities.
• Establish and track KPIs for productivity, accuracy, cost per order, shrink, and service levels.
• Drive continuous improvement using Lean, Six Sigma, and automation technologies.

E Commerce Fulfillment Excellence
• Oversee all DTC fulfillment operations, ensuring on time delivery, order accuracy, and exceptional customer experience.
• Implement scalable workflows for high volume e commerce, including batch picking, wave planning, and cold chain compliant packaging.
• Optimize packaging, dry ice/gel pack usage, and carrier selection to reduce cost while maintaining product integrity.

Financial & P&L Ownership
• Own operational budgets, forecasting, and cost to serve modeling.
• Identify margin expansion opportunities through automation, labor efficiency, slotting optimization, and vendor/carrier negotiations.
• Collaborate with Business Development to build pricing models and operational inputs to support profitable customer onboarding.

Customer & Commercial Partnership
• Collaborate with Business Development to onboard new customers efficiently and profitably.
• Serve as the operational point of escalation for key accounts, ensuring service excellence and retention.
• Translate customer requirements into operational capabilities and scalable SOPs.

Team Building & Leadership
• Build and mentor high performing operations teams across warehouse leadership, supervisors, and frontline associates.
• Foster a culture of accountability, safety, continuous improvement, ...