Operations Director

The Company

The Splash Lab is a global innovator in the design and manufacturing of commercial restroom fixtures.

We are here to make a splash by making the ordinary, extraordinary.

Restrooms are the most used spaces and least considered, we're changing that.

Our goal is to elevate restrooms, and our customers experience across North America.

Our core requirements.

• Be disciplined, use data
• Collaborate, be supportive and proactive
• Debate, align, and document
• Creating "wow"
• Do Whatever it takes

Position Summary

We're hiring an operations Director to lead our end-to-end operational ecosystem-from quote forecasting and procurement to inventory control, fulfilment, and post-sale experience. You'll drive performance across supply chain, warehouse operations, product readiness, ERP systems, vendor relationships, and customer delivery, all while building scalable systems and processes that support high growth.

This is a senior, hands-on leadership role perfect for someone who's scaled a $25-$50M operation and thrives in a high-performance, design-led environment.

Reporting

The role reports into the CEO.

Key Responsibilities

1. Supply Chain & Fulfilment

• Plan and manage the full supply chain lifecycle, from forecasting to final delivery
• Place and track orders end-to-end, ensuring vendor alignment and internal readiness
• Oversee the fulfillment process-including drop ship and warehouse operations-to guarantee timely, accurate deliveries
• Monitor and optimize stock levels across all warehouse and vendor locations

2. Warehouse & Inventory Management

• Lead warehouse operations, including layout design, staffing, inventory accuracy, and fulfilment optimization
• Maintain real-time visibility into inventory across systems and teams
• Ensure all ERP and WMS data is accurate and supports business-wide product visibility and scalability

3. Vendor & Quality Control

• Manage sourcing vendors, ensuring SLA compliance, cost-effectiveness, and high-quality outcomes
• Conduct annual reviews of vendor performance and commercial terms
• Implement and enforce vendor quality assurance processes
• Ensure quality control from sourcing through delivery, including root cause resolution of any product complaints

4. Product & Technical Oversight

• Coordinate with Product and Engineering teams on prototypes, product approvals, and technical documentation
• Oversee BOM creation, kit-of-parts accuracy, and product setup for both procurement and digital channels
• Manage technical support workflows, continuously improving internal processes and customer-facing outcomes
• Ensure all new products are launch-ready from a fulfilment, system, and documentation perspective

5. Process & Documentation Management

• Build and maintain SOPs and interdepartmental workflows across the business
• Ensure strong version control and documentation structure for product, operations, and vendor files
• Oversee the handoff and quality assurance of documentation between departments

6. Customer Experience & Communication

• Lead customer service operations to ensure prompt, helpful, and consistent support
• Build delivery tracking and communication processes to keep customers informed throughout the project lifecycle
• Drive high-quality resolution of delivery and product issues with speed and transparency

7. Leadership & Team Development

• Direct and develop operations, warehouse, and logistics teams
• Set KPIs, establish accountability, and mentor team members
• Collaborate cross-functionally to support Sales, Product, and Marketing with accurate forecasting, pricing, and fulfilment

Ideal Candidate Profile

• Experience: 8-15+ years in operations leadership in a $25M-$50M product-based company
• Background: Engineering, supply chain, or manufacturing experience strongly preferred
• Systems: Proficient in ERP and WMS; strong technical acumen with BOMs, kits, and assembly processes
• Leadership: Strategic thinker and hands-on operator who can scale systems and lead people
• Customer Focus: Passionate about customer satisfaction and operational transparency
• Documentation: Familiar with formal SOP creation, file version control, and cross-team process definition

Desirable Traits

• Systems thinker with attention to operational detail.
• Change agent comfortable driving process improvement.
• Collaborative yet decisive.

Benefits

• Competitive salary and performance-based bonuses
• Comprehensive health, dental and vision insurance
• Opportunity to work with an innovative brand in the design industry
• Career development and growth opportunities