Direct-to-Consumer (DTC) Operations Manager Location: Morristown, NJ Opella is the self-care challenger with the purest and third-largest portfolio in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally. Our mission is to bring health in people’s hands by making self-care as simple as it should be. For half a billion consumers worldwide – and counting. At the core of this mission is our 100 loved brands, our 11,000-strong global team, our 13 best-in-class manufacturing sites and 4 specialized science and innovation development centers. Headquartered in France, Opella is the proud maker of many of the world’s most loved brands, including Allegra, Buscopan, Doliprane, Dulcolax, Enterogermina, Essentiale and Mucosolvan. As a globally certified B Corp company, we are active players in the journey towards healthier people and planet. Find out more about our mission at www.opella.com. About The Job The DTC Operations Manager will lead the strategic and operational execution of our Direct-to-Consumer (DTC) business across North America. This role is responsible for driving operational excellence, customer satisfaction, and scalable growth through seamless coordination of site operations, logistics, customer service, and vendor partnerships. The ideal candidate is a data-driven leader with deep experience in eCommerce DTC operations and tech, a passion for consumer experience, and a proven ability to lead cross-functional teams in a fast-paced, highly regulated environment. Main Responsibilities • Define and execute the operational roadmap for DTC growth and scalability with retailers and key customer/consumer platforms • Partner with eCommerce, Supply Chain, IT, and Marketing to align operations with business goals and practices • Lead continuous improvement initiatives across the DTC ecosystem. • Oversee platform performance, uptime, and customer journey optimization. • Implement Data monitoring process to ensure systems are operating as efficiently as possible • Manage order lifecycle from placement to fulfillment, including fraud prevention and chargeback resolution. • Implement automation and process enhancements to improve efficiency and accuracy. • Develop and monitor KPIs (CSAT, NPS, resolution time) across support channels. • Champion a consumer-first mindset, integrating feedback into operational improvements. • Lead omnichannel support strategy in partnership with CX and CRM teams. • Daily Management of 3PL relationships, SLAs, and performance metrics. • Optimize shipping strategies, costs, and delivery timelines. • Drive sustainability initiatives in packaging and reverse logistics. • Build and maintain dashboards for real-time performance tracking. • Analyze operational data to identify trends, risks, and opportunities. • Lead vendor selection, contract negotiation, and quarterly business reviews. • Ensure compliance with regulatory standards (FDA, GDPR, CCPA). • Support/troubleshoot end-to-end technical stability with manual intervention as needed • Support digital integration of FBA and new retailer marketplace order types/invoice-to-cash processes in SAP • Translate business needs into technical requirements; communicate with Global IT About You • 8+ years of experience in DTC/eCommerce operations, preferably in consumer healthcare or CPG. • Proven success in leading cross-functional teams and managing complex operational and technical ecosystems. • Expertise in eCommerce platforms (e.g., Shopify, Salesforce Commerce Cloud), OMS, CRM, and analytics tools. • SAP order to cash process, tables, working knowledge of SAP DEV environment • Strong analytical skills with experience in Power BI, or similar platforms. • Demonstrated ability to drive process optimization and implement scalable solutions. • Experience managing 3PLs, customer service teams, and technology vendors. • Knowledge of regulatory compliance in digital commerce and healthcare. • Excellent communication, leadership, and stakeholder management skills. • Ability to translate business goals into operational and technical strategies. • Strong analytical mindset with proficiency in data interpretation and performance optimization. • Passion for delivering exceptional customer experiences. Why us? At Opella, you will enjoy doing challenging, purposeful work, empowered to develop consumer brands with passion and creativity. This is your chance to grow new skills and be part of a bold, collaborative, and inclusive culture where people can thrive and be at their best every day. We Are Challengers. We Are Dedicated To Making Self-care As Simple As It Should Be. That Starts With Our Culture. We Are Challengers By Nature, And This Is How We Do Things All In Together: We keep each other honest and have each other's backs. Courageous: We break boundaries and take thoughtful risks with creativity. Outcome-Obsessed: We are personally accountable, driving sustainable impact and results with integrity. Radically Simple: We strive to make things simple for us and simple for consumers, as it should be. Join us on our mission. Health. In your hands. www.opella.com/en/careers Opella Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law. #GD-SA