Director of Operations

Hybrid

An opportunity like this doesn’t come around often! This role is built for a dynamic, seasoned operations leader who thrives in a mission‑driven, people‑centered environment and is ready to shape the next generation of growth. This is a new role designed to increase leadership capacity and drive operational maturity – establishing clear operating rhythms, strengthening cross‑functional alignment, and improving service levels while optimizing working capital and cost‑to‑serve.

Success at G‑W is rooted in collaboration, accountability, and a shared commitment to delivering exceptional results, making it a rare chance to lead with purpose while driving meaningful, measurable impact. This position will follow a hybrid schedule, working a minimum of one day per week in our Tinley Park, Illinois office.

Our compensation is market based and takes into account a variety of factors including the candidate’s skill set, experience level, internal equity, and location. For this position, we anticipate the starting salary falling between $150,000 and $175,000 per year. In addition, the company makes a 10% contribution to the Employee Stock Ownership Plan and a 4% matching contribution to the 401(k).

• Own the end-to-end operating lifecycle from item set‑up/configuration > demand planning > print buying > inbound logistics > warehousing/fulfillment > outbound distribution > returns > customer service.
• Establish a scalable operations organization (structure, roles, metrics, standard operating procedures) aligned to company strategic goals.
• Serve as the operational point person for supply reliability, print and digital fulfillment, service levels, and operating cost performance.
• Develop peak season capacity plans for print and digital fulfillment, customer service and support to ensure service levels during back‑to‑school season.

• Lead print procurement strategy, balancing unit cost, lead times, quality, risk, and capacity.
• Manage vendor qualification, quoting, scheduling, quality standards, claims resolutions, and contingency capacity.
• Implement decision rules for print run sizing, reprint triggers, and format/cost tradeoffs tied to demand variability.

• Own outbound performance across parcel, LTL, and any 3PL networks.
• Drive freight and print fulfillment efficiency through mode optimization, cartonization/shipping logic, carrier negotiations, and warehouse process improvements.
• Implement carrier scorecards to monitor invoice accuracy, damage rates, and claims.
• Lead reverse logistics strategy, returns authorization, disposition (restock or pulp), and cost controls.

• Lead an inventory requirements forecasting/“runout” rhythm to align demand, supply, and financial plans – especially for new copyrights and seasonal spikes.
• Improve forecast accuracy through structured exception planning, new copyright forecasting, and scenario planning.
• Design inventory policies (ABC, safety stock, inventory days‑on‑hand targets) to optimize service levels and working capital while minimizing obsolescence.

• Lead customer service and digital fulfillment performance, including achieving service level and delivery targets, analyzing contact drivers, establishing escalation paths, and ensuring proactive communication.
• Implement a voice‑of‑customer feedback loop that translates recurring issues into operational fixes (not just ticket resolution).
• Reduce defects and preventable contacts (where is my order, return disputes, EDI errors) through root‑cause elimination.

• Own sourcing and contract management for paper, print, freight, packaging, warehousing/3PL, and related services.
• Run RFP/RFQ processes, negotiate commercial terms, and implement supplier scorecards.
• Manage supplier risk (continuity planning, concentration risk, compliance) and vendor performance management.

• Own operational budgets and reporting.
• Establish KPI dashboards and monthly performance reviews for service, digital fulfillment, cost‑to‑serve, inventory and…