Director of Delivery Operations

Director of Delivery Operations Company: EcoEnclose, Inc. ecoenclose.com | hiring@ecoenclose.com Location: Louisville, CO | Hybrid (3 days in office, 2 remote) Overview EcoEnclose is seeking a strategic, systems-driven, and customer-obsessed Director of Delivery to ensure that every order we fulfill is executed flawlessly and efficiently — and that the customer experience from purchase order to delivery is nothing short of exceptional. In this mission-critical role, you will lead and manage our Creative and Assurance teams, quarterback the order execution process alongside these teams, and partner closely with Account Managers to delight customers. You will own and continuously improve upon the systems and reporting infrastructure that drive efficiency and both internal and customer-facing visibility. This role is ideal for someone who thrives in a fast-moving, purpose-driven environment and is equally passionate about customers, process, and team members. 12-Month Key Goals 98%+ of orders are executed on time, error-free and exceed customer expectations when it comes to print and product quality and fulfillment and receiving 100% orders are delivered with no surprises, by getting ahead of and communicating on potential downstream issues beforehand Provide an exceptional order delivery experience to enterprise accounts that helps drive 90%+ retention Manage high-performing Creative and Assurance team members, and establish close coordination and systems with Account Management, in order to achieve the above goals Design and manage reporting systems that efficiently track order success, partner performance, and internal team metrics Key Responsibilities Order Execution Leadership Quarterback the full lifecycle of order fulfillment for all inline and custom projects — from project intake through final delivery Manage Creative and Assurance teams to ensure operational excellence across every stage: quoting, creative, proofing, swatch approvals, production coordination, and shipment, and more Proactively assess and get in front of risk points in each order, coordinating with Account Managers, Creative, Assurance, and partners as needed Identify process breakdowns and implement real-time solutions to stay on target and avoid delays or errors Customer Experience Collaborate closely with Account Managers to ensure customers have a seamless, premium experience during project execution Support the building of systems that provide high customer visibility into order execution journey and lead internal escalations when needed to protect timelines and satisfaction Lead Creative and Assurance team communication practices to ensure updates are proactive, accurate, and aligned with customer expectations Closely partner with Account Managers in email, call and in-person communications regarding any order issues that arise or pending risks that are anticipated Team Leadership & Development Manage the Creative and Assurance teams. Develop and implement the right set of OKRs, set and manage towards ambitious quarterly targets, and build systems for week to week accountability and continuous improvement.  Build a culture of collaboration, customer centricity, urgency, and continuous improvement Support and guide professional growth of team members. Provide regular coaching and development in service to individual and teamwide goals.  Systems Building & Automation Design and refine SOPs and tools that improve delivery speed, accuracy, and scale Partner with the other teams to automate and build efficiency into key aspects of delivery — from quoting to proofs to order updates Identify bottlenecks and lead cross-functional initiatives to solve them with long-term solutions Reporting & Analytics Track and report on metrics such as: % of on-time and error-free orders Partner performance and reliability Team workload and success Customer satisfaction and delivery-related feedback Provide insights to leadership that drive strategy, hiring decisions, and customer experience improvements Qualifications 5+ years of experience leading operations, project delivery, or order execution in a B2B, manufacturing, or logistics-focused environment Relentlessly outcome-driven — brings tenacity and leadership to roadblocks, proactively solves problems and pushes work forward without handholding Customer-obsessed team player — collaborates fluidly across teams and with clients to deliver outstanding results, prioritizing long-term customer success over status quo or control Experienced people leader, with a strong ability to manage, coach, and inspire the best outcomes from multi-functional teams across creative, operations, and client-facing roles Exceptional systems thinker and project manager — able to structure ambiguity, organize complex workflows, and design scalable processes Comfortable with tech tools including Google Workspace, Airtable, project management software, CRMs, and ERP systems Bias toward action — thrives in fast-paced, evolving environments; prioritizes well and maintains urgency across multiple competing priorities Clear, confident communicator with strong interpersonal skills and the ability to lead through influence across stakeholders Compensation & Benefits $90,000 – $125,000 base salary, depending on experience Potential for performance-based bonus Competitive benefits package including: 401K with company matching Health, dental, and vision insurance Paid time off and holidays Flexible hybrid work structure Life and disability coverage Opportunities for growth and impact in a mission-driven organization Requirements 5+ years of experience leading operations, project delivery, or order execution in a B2B, manufacturing, or logistics-focused environment Relentlessly outcome-driven — brings tenacity and leadership to roadblocks, proactively solves problems and pushes work forward without handholding Customer-obsessed team player — collaborates fluidly across teams and with clients to deliver outstanding results, prioritizing long-term customer success over status quo or control Experienced people leader, with a strong ability to manage, coach, and inspire the best outcomes from multi-functional teams across creative, operations, and client-facing roles Exceptional systems thinker and project manager — able to structure ambiguity, organize complex workflows, and design scalable processes Comfortable with tech tools including Google Workspace, Airtable, project management software, CRMs, and ERP systems Bias toward action — thrives in fast-paced, evolving environments; prioritizes well and maintains urgency across multiple competing priorities Clear, confident communicator with strong interpersonal skills and the ability to lead through influence across stakeholders