Head of Operations

AptDeco is seeking a results-driven, process-oriented, and tech-forward Head of Operations to own and continuously improve every dimension of our operations. This role reports directly to the CEO and Co-Founders. This is a rare opportunity to join a high-growth startup and shape the operational backbone of a category-defining company. If you are energized by the complexity of last-mile logistics for bulky goods and the idea of building something truly revolutionary, this role is for you.

Responsibilities will include:

Strategy, Vision, and Business Goals
- Create, own, and execute Operations OKRs, KPIs, vision, and goals across the full scope of the company’s operations
- Develop short and long-term operations strategies that support AptDeco’s growth, market expansion, and customer experience goals
- Partner with the Leadership Team to ensure operational priorities are tightly aligned to company-wide strategy
- Report, analyze, and communicate operations data and financials to the Leadership Team and broader organization
- Ensure the Operations Team is in compliance with all government regulations and statutes across all operating markets

End-to-End Operations Ownership
- Own all aspects of operations including in-house delivery teams, independent carrier network, vendor relationships, customer experience, and cross-functional operational workflows
- Manage the balance between in-house capacity and third-party carrier coverage, making build-vs-partner decisions as new markets and product categories are entered
- Set and enforce performance standards across both in-house and outsourced delivery operations, ensuring a consistent, high-quality customer experience
- Ensure seamless coordination between logistics operations and customer experience teams, so every touchpoint reflects AptDeco’s standard of excellence
- Develop and enforce standard operating procedures and best practices across all operating markets
- Develop and maintain relationships with vendors, carriers, and logistics partners; review contracts and negotiate terms

Innovation, Automation, and Technology
- Champion the use of new technologies, including AI and automation tools, to drive operational efficiency, reduce costs, and elevate the customer experience
- Identify and implement automation opportunities across logistics workflows, scheduling, routing, carrier dispatch, customer communications, and team operations
- Work closely with engineering and product teams to shape the tools and algorithms that power the logistics network
- Stay ahead of emerging technologies and industry trends relevant to last-mile logistics, bulky goods handling, and marketplace operations, and bring the best ideas back into the business
- Create strong feedback loops across the Operations Team to surface what’s working and what isn’t, and act on it quickly

Operations Performance and Results
- Proactively identify opportunities to improve performance while reducing costs and financial risk across the network
- Develop and manage scalable processes and workflows that deliver consistent, timely, and accurate job execution across multiple markets with varying volumes, item types, and complexities
- Assess and build standard operating procedures and best practices for performance monitoring to optimize job quality, cost, and speed with a relentless focus on the customer experience

People
- Provide inspirational, grounded leadership to all direct reports ensuring individuals feel heard, understand their impact, and are connected to the broader operations mission
- Lead, hire, develop, and mentor a high-performing team across in-house logistics, carrier operations, customer experience, and broader operations functions at all levels
- Build a best-in-class employee experience, including hiring, learning & development, engagement, and retention

You’re a great fit if you:
- Have 8+ years of senior operations leadership experience, ideally in last-mile logistics, marketplace operations, and/or high-growth startup environments
- Have hands-on experience managing a hybrid logistics model, including both in-house delivery teams and a network of independent carriers or third-party logistics providers
- Are deeply familiar with the operational and financial dynamics of last-mile delivery for bulky, unpackaged, or high-care goods such as furniture, appliances, fitness equipment, or similar categories, and have a genuine passion for solving the hard problems that come with it
- Have experience owning or closely partnering on customer experience operations, with a track record of measurably improving customer satisfaction across a distributed network
- Are comfortable with and enthusiastic about new technologies, including AI tools, and have a demonstrated ability to apply them to real operational challenges
- Possess strong leadership skills with the ability to build, align, and inspire high-performing, cross-functional teams across logistics, customer experience, and operations
- Have an advanced understanding of data analysis, operational metrics, financials, and process improvement
- Have a proven track record of scaling operations, driving efficiencies, and delivering strong, consistent customer experience across multiple markets
- Can prioritize, project manage, and execute on multiple high-impact initiatives simultaneously
- Have strong communication skills across all levels of the organization

This role requires onsite work from the warehouse as part of supporting operational initiatives and team collaboration.