Director, Logistics & Customer Service

About Us

Little Sleepies is one of the fastest growing companies in America, according to Inc. Magazine (#1 in retail)! We make days and nights easier with super-soft yet impressively durable, thoughtfully designed products that families love. Featuring prints kids are obsessed with and fabrics parents trust, every piece is made to feel good, fit right, and get worn on repeat. We're rooted in innovation and driven by care, with our signature fabrics, Lunaluxe® and Soluxe®, custom-developed to support the way kids move, sleep, and grow — because comfort isn't just how it feels, it's how it's made. Driven by creativity, passion, and the desire to do something extraordinary, we strive to bring joy and comfort to families around the world. We're excited to be doing this, and we hope you will be too. If our mission resonates, we would love to hear from you! Location: Remote, United States. Role requires up to 35% travel. Visa Sponsorship: This position is not eligible for Visa sponsorship. The Role: This role guides managing our 3PL partnership, inbound logistics, outbound fulfillment, customer support, and related systems and processes. The Director, Logistics & Customer Service helps ensure that every product moves smoothly from our vendor through our supply chain, so families receive their orders quickly and reliably. This leader builds thoughtful processes, strengthens communication across teams, and supports our partners, all while keeping our customers at the center. The focus is on ensuring operational speed and accuracy, scalable systems that strengthen Little Sleepies reputation for fast, reliable, and joyful customer experiences, and all within a cost effective framework. What you’ll do:

• Own all daily operations across 3PL management, inbound logistics, outbound fulfillment, and customer support
• Develop strategy and manage relationships, contract negotiations, KPIs, and accountability with third-party logistics partners, ensuring SLA adherence, accurate inventory management, and efficient order processing
• Optimize inbound freight strategy to reduce costs and transit times from factories to 3PL, including scheduling, enhanced tracking, customs coordination, and proactive issue resolution
• Lead outbound order flow and fulfillment planning, aligning with marketing calendars, inventory constraints, and volume forecasts
• Partner with Supply Chain and Planning teams to ensure accurate inventory availability and readiness for product launches
• Oversee customer support strategy, quality, staffing levels, and drive improvements to response time, CSAT, and first-contact resolution while maintaining a warm, empathetic, family-focused brand tone
• Provide timely updates / escalation on potential product quality issues to Product Integrity / COO, including supporting data. Ongoing support on data and customer management whilst managing any customer incidents. Ongoing reporting of customer feedback on manufacturing defects including monthly quality reporting
• Partner with Technology teams to implement tools such as AI chat assistants, workflow automation, ticket triage routing, and predictive analytics for demand-driven staffing
• Build and standardize and scalable operational processes that reduce cost, error rate, and manual touchpoints to support company growth
• Develop dashboards and analytics to track cost savings, operational efficiency, customer metrics, and 3PL performance while regularly reporting insights and performance risks to leadership
• Lead cross-functional root-cause analysis when failures occur, ensuring sustainable corrective actions and stronger preventative systems
• Partner cross-functionally with Product, Finance, Technology, and Marketing to support company initiatives
• Manage operational budgets with a focus on identifying savings opportunities and eliminating inefficiencies across logistics, fulfillment, and customer support operations
• Ensure compliance with regulatory, safety, and documentation requirements across logistics and fulfillment
• Manage Duty Drawback process when applicable

What you’ll bring to the team:

• 8+ years of experience in logistics and supply chain management, or related fields, with at least 3+ years managing 3PLs and similar experience managing the customer support function
• Experience developing 3PL strategy, contracting, performance scorecards, and process improvements within a fast-growing e-commerce or consumer brand
• Proven track record of driving inbound freight cost reductions, transportation optimization, and logistics-related savings and outbound e-commerce fulfillment
• Demonstrated ability to build efficient processes in a fast-growing consumer brand or e-commerce environment
• Strong analytical skills with experience building transportation cost models, performance dashboards, and KPI frameworks
• Experience implementing and ability to evaluate technology solutions—WMS, OMS, automation tools, AI customer support systems—to improve speed, accuracy, and cost efficiency
• Ability to balance strategic thinking with hands-on problem solving
• Comfortable working in a fast-paced, growth-oriented environment

What we’re excited to offer you:

• Ability to work cross functionally with a fast-growing team, with smile-sparking products that turn everyday moments into magical memories
• A supportive environment that fosters and encourages new ideas and innovation
• The opportunity to stock your drawers with Little Sleepies! Free pajamas & Play product when you join (and every year on your work anniversary!) and a generous employee discount all year long to keep you cozy

Benefits:

• Health, dental, and vision insurance
• Paid time off, vacation
• Sick days
• Paid holidays
• Short and long-term disability
• Life insurance
• 401(k)
• Employee Assistance Program
• Flexible Spending Accounts
• Home office stipend
• Internet stipend
• Company discount
• Team building activities
• Company-issued computer

Little Sleepies is an equal-opportunity employer, and we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Apply tot his job Apply To this Job