Director of Operations

About Prosana

Our client, Prosana, is a category-defining DTC brand in the pet care space, already operating at an 8-figure scale and preparing for a 9-figure future. They have mastered customer acquisition and now seek a high-level Director of Operations to serve as the backbone of the company. This isn’t a role for a passive administrator; it's for a "Multi-Hat" operator who thrives on turning high-level strategy into seamless, automated reality. You will be an engine of the company, building systems that allow the brand to scale across new channels and global markets.

Your Mission as Director of Operations

As the Director of Operations, your mission is to serve as the "Integrator" who transforms chaos into clarity. You will own end-to-end backend operations, from supply chain and vendor negotiations to customer experience strategy and team leadership. You will be the primary translator between operational details and CEO-level strategic decision-making, ensuring every moving part of the business runs leaner and faster weekly.

Who They Are

Prosana is a remote-first, results-driven team of high-performers specializing in innovative pet tech and grooming solutions. Operating with the speed of a startup but the resources of an 8-figure leader, they are dedicated to improving the lives of pets and their owners through superior product design and seamless fulfillment.

What’s in it for you

• True Ownership: A rare chance to step into a business with proven product-market fit and take full autonomy over systems crucial for scaling to 9 figures.
• High-Level Impact: You are not a support function; you are a key decision-maker leading critical areas like finance, supply chain, and team growth.
• Performance-Based Incentives: Beyond a competitive base, you will be rewarded for real outcomes, including quarterly bonuses tied to stock management, refund rates, and CS SLAs.
• Remote-First Culture: Work from anywhere in the world with a team that prioritizes output and results over hours clocked.

What You’re Getting Into

This is a high-level, execution-driven role spanning global supply chain mastery, external partner management, and internal business optimization. You will work closely with the CEO and oversee the following workflows:

• Supply Chain and Global Logistics: Own supplier relationships, negotiations, product roadmaps, and lead calls with logistics partners, accountants, and agencies (Compliance, Legal, DMCA, Amazon). Mastermind forecasting and stock levels to prevent shortages across all external partners.
• Agency and External Oversight: Manage marketing agency relationships (Google, ad agencies), ensuring deliverables are met. Evaluate and onboard new strategic partners with CEO support.
• Team Leadership and HR: Lead hiring and onboarding for backend and front-end roles. Oversee global team performance and retention across multiple time zones. Build SOPs, accountability systems, and automated workflows.
• Finance and Metrics: Collaborate with the CFO on projections and maintain deep understanding of KPIs (MER, blended/backend ROAS, 30/60/90-day LTV). Use financial insights to improve LTV/CAC relationship, fostering retention and recommending efficiency gains.
• Systems, Tools and Automation: Drive adoption of scalable systems and collaborate with developers to eliminate manual work across the business.
• Marketing and Growth Support: Oversee creative asset processes, manage split-test documentation, and provide data-driven insights to the marketing team. Apply strong understanding of marketing funnels and performance metrics.
• Customer Experience and Brand Perception: Lead CS strategy and execution (working with the Head of CS and Junior Ops Manager) to optimize refund/chargeback rates through proactive systems. Implement initiatives to strengthen customer satisfaction and support product launches.
• Reporting and Visibility: Build and maintain weekly/monthly reporting dashboards that translate complex supply chain and operational data into actionable CEO-level strategic insights.
• Off-DTC Channels and Multi-Brand Operations: Take full ownership of operational setup for Amazon and retail/wholesale partners, ensuring seamless integration of compliance and fulfillment. Collaborate on new channel launches and prepare the shared infrastructure required to support growth across multiple brands.

Who You Are

• You thrive when acting as an Operations stakeholder, project manager, HR lead, and vendor negotiator and have been doing this for more than 5 years.
• You are a proficient architect in Notion and are skilled in working with automation tools like Zapier, n8n, Make, etc.
• You possess a strong ability to delegate and assess financial, operational, and customer experience data.
• You are a fast learner who adopts new platforms and automation tools with ease.
• You have a commanding presence with internal teams and a "firm but fair" approach with external partners.
• You are comfortable and flexible working across Asia-Pacific time zones.

Key skills/competency

• Operations Management
• Supply Chain Optimization
• Logistics Management
• Vendor Negotiation
• Team Leadership
• Process Automation
• Financial Analysis
• Customer Experience Strategy
• Project Management
• DTC Operations