Head of Global Fulfilment

Job Title: Head of Global Fulfilment 

Location: New York City / Remote (US)

We are seeking a dynamic and proactive Head of Global Fulfilment to play a pivotal role in optimising and streamlining Nivoda’s fulfilment operations around the world.  Reporting directly to our Chief Operations Officer (COO), you will be directly responsible for ensuring a quality, reliable and efficient experience and high customer satisfaction for all sides of our marketplace. 

As the Head of Global Fulfilment you will work in close collaboration with project teams in last mile hubs in North America, Europe, Africa, Asia Pacific and ANZ to address operational challenges, as well as the implementation of solutions that will positively impact Nivoda’s operations company-wide. 

We value individuals with an ability to manage ambiguity, can make informed decisions quickly, with limited data, and who will take a hands-on approach to problem-solving.

What You’ll Do:

As the Head of Global Fulfilment, you will be responsible for spearheading and optimising our operational activities to ensure seamless functionality and strategic growth. This role demands a hands-on approach coupled with a keen strategic vision, as you will be tasked with both day-to-day operational management, people development and long-term strategic planning.

About Us:

Nivoda’s B2B diamond and gemstones marketplace allows jewellery retailers to save time and money whilst gaining access to a global diamond supply at the best prices, with zero inventory risk.

With a team of over 400 dedicated employees around the world and a wealth of experience in the industry, Nivoda has developed an award-winning solution that enables jewellery businesses of any size, in any location, to buy and sell diamonds in the most profitable, efficient and hassle-free manner.

Over the course of the last six years, Nivoda has evolved into a global platform recognised for its innovation, customer service and ability to deliver a seamless, reliable and efficient experience.

Since its launch in 2017, Nivoda has remained true to its founding mission: build the trusted global marketplace for the jewellery industry by delivering modern tools and quantitative ROI.

Key Responsibilities:

• Strategy: Develop and implement long-term operational strategies aligned with the company's overarching goals, focusing on strategic planning initiatives, labour forecasting, rate projections, and peak season strategies.

• Operations Management: Oversee and manage all fulfilment activities within Nivoda to streamline processes and procedures while mitigating risk in a dynamic environment. Establish clear goals and metrics for quality, productivity, and customer experience that drive continuous improvements.

• Budgeting and planning: Execute the operational budget across regions, including efficiency, productivity, labour planning and any other areas.

• Project management: Drive continuous improvement initiatives to enhance operational efficiency and productivity, exceeding business goals.

• Orchestration: Effectively engage the Operations team to gather insights, solicit ideas, and resolve organisational issues collaboratively.

• Team management: Build and develop a high-performing operations team, providing guidance, mentorship, and support.

• Data Analysis: Leverage data to gather, analyse, and interpret operational data, providing actionable insights that inform our strategic direction.

• Experimentation: Proactively identify trends, anomalies, and opportunities for improvement within operational data; translate these insights into actionable plans and initiatives.

What You’ll Need:

• Bachelor's degree in Business Administration, Operations Management, Engineering, or related field or a comparable domain or equivalent professional experience.

• Minimum of 7 years experience in Operations with a minimum of 3 years developing and managing the department.

• Demonstrated results that improved specific KPIs in collaborating with tech and product teams to execute and deliver on projects and initiatives effectively.

• Experience working remotely, including effectively managing remote teams.

• Experience hiring, developing and managing a high performing team.

• Experience navigating cultural differences and fostering diversity in a cross-cultural environment.

• Proficient in driving end-to-end delivery and presenting results to senior leadership.

• Skilled in building and improving processes, project management, and a dedication to Continuous Improvement.

• Expertise in stakeholder management across various organisational levels.

• Strong analytical skills and a data-driven mindset, capable of interpreting data to make informed decisions and deliver operational strategy using tools such as Tableau or Trevor.io to draw insightful conclusions from data sets.

• Ability to communicate complex data insights in a clear and understandable manner to stakeholders at all levels of the organisation.

• Experience in the jewellery industry is beneficial but not required.

• Experience in SaaS scale-ups is beneficial but not required. 

• Occasional travel may be necessary for this role (10-20%).

What We Offer:

• Fast-paced and global working environment

• The opportunity to be part of a hyper growth scale up, where your contributions can have a significant impact on shaping the company's future success.

• Exposure to senior leadership and the opportunity to contribute to strategic decision-making. 

• Remote working environment 

• Generous holiday allowance

• Flexible working