At Koala we believe that designing better habitats leads to better lives – for our people, our planet, and the communities we’re part of. For a decade we have been perfecting our approach to furniture design; creating beautiful, flexible, innovative and sustainable products that solve the needs of real people. Why we have this role @ Koala This role is responsible for leading our US logistics and customer experience operations, ensuring we deliver an exceptional post-purchase journey that matches our brand promise. Reporting to the Country Manager, this role will own the strategic roadmap across warehousing, outbound freight, and customer service—driving scalable, customer-centric systems that improve efficiency and unlock growth. The Director of Operations will oversee our third-party logistics (3PL) network, manage freight partners, and lead customer support operations. They will build and execute long-term strategies to support Koala’s next phase of growth in the US, including cost optimization, RFPs, and customer experience innovations powered by automation and AI. This role is for a hands-on, strategic leader with deep experience in fast-paced eCommerce environments and a passion for improving how customers receive and experience our products. What key responsibilities does this role have @ Koala? • Build and lead a 3-year US logistics strategy, including freight network design, warehousing footprint, and customer delivery experience. • Manage Koala’s US 3PL warehouse relationships and outbound freight partners, ensuring high performance and best-in-class customer outcomes. • Lead RFP processes and contract negotiations with logistics and freight providers to reduce cost-to-serve while improving delivery speed and reliability. • Leverage operational and customer data to uncover insights, optimize performance, and guide continuous improvement across logistics and support. • Drive operational automation by identifying, implementing, and optimizing AI solutions across logistics and customer support. • Partner with the Customer Support Manager to deliver a scalable, high-impact support model that delights customers without growing headcount. • Own end-to-end operations KPIs including delivery SLAs, fulfillment accuracy, delivery on time, cost per shipment, NPS, response rate, and resolution time. • Design and implement new SOPs, playbooks, and tools that increase efficiency, enable rapid scaling, and reduce friction for customers and internal teams. • Partner cross-functionally with Marketing, Product, and eCommerce teams to ensure operational readiness for product launches and campaigns. • Act as a critical thought partner to the Country Manager—freeing them from day-to-day execution by building a high-trust, high-performance operations team. Ideal background... • 8+ years of experience in DTC eCommerce operations, logistics, business process improvement, or customer experience leadership role, ideally within a fast-scaling or startup brand. • Proven success managing 3PLs, freight negotiations, and customer support teams in a high-volume environment. • Strong commercial acumen with experience in contract negotiations, cost modeling, and long-term strategic planning. • Data-driven, advanced in Excel/Sheets and experience evaluating and implementing AI or automation solutions across logistics or support operations. • Deep understanding of key eCommerce operations metrics: cost-to-serve, delivery SLAs, contact rate, NPS, fulfillment accuracy, etc. • Excellent stakeholder management and collaboration skills; thrives in cross-functional, fast-paced settings. • Highly organized with strong project management skills, able to juggle multiple priorities without losing sight of the bigger picture. • Hands-on, solution-oriented mindset with the ability to balance long-term strategy with immediate execution. • Strong leadership presence with a track record of building high-performing, engaged teams. • Experience working across time zones and with international stakeholders is a plus. Treehouse Perks and Privileges… Koala is only great when its employees are happy — and we’re one happy bunch! • Work From SofaBed (WFB) - This role is fully remote. • Take a break - Generous time off - Koala life leave, volunteer, parental, and more to help keep your work-life balance, balanced. • Surprise & delight - The two-word combo at the core of everything we do. All Koalas can expect to enjoy free Koala products with ‘mates rates’ for your friends and fam. • Support & wellbeing - Our employee experience respects and embraces all families, formed, found, and evolving. You’ll have access to our Employee Assistance Program, which includes unlimited sessions for financial, work, relationship, family or wellbeing support. • Competitive 401k matching and comprehensive Anthem private health insurance plans. • Accelerate your career - via our Learning Management platform Juno, as well as individual and team growth budgets and dedicated days. • Short-term incentive plans ensure you benefit as Koala succeeds! • Community & connection - We believe that simply doing ‘no harm’ isn’t good enough So, how are we doing our part? We believe that simply doing ‘no harm’ isn’t good enough So, how are we doing our part? BCorp Certified, WWF Partnership, volunteer days, a member of SoftLanding, 1%and so much more. All in all, the Koala Kommunity is a great place to hang out and belong to! Koalities we look for… At Koala, we do things a little differently and we don’t shy away from the fact that we expect a lot from our employees! We are ambitious. We are curious. We are selfless. We want you to challenge expectations, always look to make a difference and give us something different from the norm. We want people that bring great energy, that have a long-game focus and are always trying to find new angles and approaches to the way we work. We're a team full of entrepreneurial spirit and have a relentless focus on 'what's next' but while always reviewing 'what's been done' and learning, growing and adapting. We're confident, but NEVER arrogant and we adapt to change like Steve Smith under a short ball (Aussie cricket reference FYI). Honesty and empathy drive everything we do, as well as a total focus on exceeding our customers’ expectations. So if you feel like this could be you... well what the bloody hell are you waiting for? Drop us a line, and let's see what you've got! ;) There’s no such thing as a ‘perfect’ candidate, Koala is a place where everyone has opportunity. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day. We’re an equal opportunity employer, and recognize that a diverse workforce is crucial to our success as a business. To read more, check out our careers, LinkedIn, or the great work we do with Work180. At Koala, we create beautiful, flexible, and sustainable products for the changing needs of modern life, driven by bold ideas, global collaboration, and a mission to change the industry for good. Ready for meaningful work with good humans? Join us as a Joey in the Koala Treehouse.