About Refined Networks

Refined Networks is a cross-border digital commerce platform that enables international fashion brands to scale globally. Since 2021, we have partnered with over 100 established and emerging brands to launch on leading online platforms such as Nordstrom, Macy’s, John Lewis, Amazon and Zalando. Our global 3PL partners provide comprehensive D2C fulfilment capabilities, offering improved customer experiences with reduced operational costs.

Our founders have significant experience growing brands globally, bringing together long-term relationships, strong financial backing, world-class technology and in-house expertise - and we’re on track for rapid growth.

About the Role

We are looking for a highly operational and enterprising Head of Operations and Logistics - US to lead our operational performance in the American market. Reporting to the Operations & Logistics Director, you will be the end-to-end owner of US operations, ensuring that as we scale brands, our foundations remain strong, efficient, and consistent with global standards.

This role is a unique blend of operational rigor and commercial awareness. You will manage operational problem-solving with our 3PL partners while also representing our fulfilment capabilities in high-level sales pitches to prospective brand partners.

This is a new role within a small team that will be central to supporting the business with delivering the operational framework for brand partnerships across the business. This is a hybrid role, with a minimum of 2-3 days a week at our Central London head office.

Key Responsibilities

1. Operational Leadership & 3PL Management

· Serve as the primary operational point of contact for escalations and build trusted, collaborative partnerships with all US 3PLs.

· Own day-to-day execution across our US DCs for D2C, wholesale, dropship, and ship-from-brand flows.

· Hold warehouse partners to strict SLA adherence, including pick accuracy, dispatch timelines, returns processing, and inventory accuracy.

· Lead weekly and monthly performance reviews with DCs to drive continuous improvement and risk mitigation.

· Work closely with central teams in London to ensure the US is aligned with global standards and brand expectations.

· Ensure DCs clearly understand SOPs for new brands, new categories, and operational changes.

2. Strategic Launch & Brand Integration

· Own end-to-end readiness for new launches, including process design, timelines, and cross-functional alignment with Tech and Brand teams.

· Project manage the launch of top-tier brand accounts and those requiring bespoke operational solutions. Ensure a smooth transition from brand launch into steady-state operations with clear performance expectations.

· Work closely with Logistics, Customer Service, Brand Management, and Tech to ensure a cohesive brand experience in the US.

· Support internal teams with fulfilment insight, escalation management, and continuous feedback from the DCs.

· Define and evolve the standard brand delivery model to ensure it is scalable, efficient, and clearly documented.

3. Continuous Improvement & Commercial Support

· Use dashboards and KPIs to identify inefficiencies and implement workflow improvements across the US network.

· Partner with Business Development to support new brand pitches, presenting DC capabilities, capacity, and operational cost structures.

· Partner with Product and Tech teams to enhance system capabilities, such as WMS integrations and returns workflows.

· Oversee the performance and development of the Customer Service team to ensure exceptional service delivery.

· Provide commercial insights on rate cards, operational cost structures, and fulfilment solutions.

· Collaborate closely with the Head of Operations & Logistics – UK and Europe to monitor operational performance, proactively addressing issues related to complexity, cost, or service levels.

Key Skills & Experience

· Experience: 6+ years in operations, logistics, or supply chain, specifically within e-commerce or retail environments.

· 3PL Expertise: Proven track record of managing 3PL relationships, holding partners accountable, and implementing complex processes.

· Strategic Mindset: Experience designing both standardised and bespoke operational processes in multi-brand, multi-channel environments.

· Analytical Skills: A data-driven approach with the ability to interpret KPIs and spot trends to drive improvements in cost and quality.

· Communication: Excellent stakeholder management skills with the confidence to operate at a senior leadership level and in commercial sales environments.

· Adaptability: Proactive and comfortable in a fast-paced, scaling environment; able to thrive in ambiguity.

· Technical Proficiency: Strong comfort level with Microsoft Office (especially Excel) and exposure to WMS or Order Management Systems.

· Travel: Ability to travel regularly to the US.