Products Operations Lead

Summary Description

The Product Operations Lead is responsible for managing the full lifecycle of product execution—spanning product development, team store creation, order fulfillment, and customer support. This role ensures that products are effectively developed, launched, and delivered, with a focus on building and managing team stores that align with customer and brand needs. The ideal candidate is highly organized, cross-functional, and comfortable leading both people and processes.

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Key Result Areas

• Online & Bulk Order Management
• Product & Design Development
• Team Store Creation & Management
• Customer Service
• Management

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Major Duties and Responsibilities

Online & Bulk Order Management

• Manage day-to-day operations for online product orders and large-scale bulk purchases.
• Coordinate timelines, inventory, and production schedules with design and fulfillment teams.
• Ensure team store orders are processed accurately and on time, maintaining a high level of customer satisfaction.

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Product & Design Development

• Lead product development efforts, including sourcing, pricing, and sample approval.
• Guide the design process to ensure all products meet brand standards, customer expectations, and production capabilities.
• Develop and maintain product assortments for new and recurring team store launches.

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Team Store Creation & Management

• Own the end-to-end creation of team stores, from product selection and pricing to store setup and launch timelines.
• Coordinate with design, platform, and fulfillment teams to ensure each store is launched accurately and efficiently.
• Maintain quality, consistency, and on-time delivery for all team store projects.

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Customer Service

• Serve as a point of escalation for complex customer inquiries related to products, bulk orders, or team stores.
• Partner with the support team to resolve product or fulfillment issues.
• Use customer feedback to improve store setup, product offerings, and overall experience.

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Management

• Lead cross-functional contributors across design, operations, and customer service to support store launches and order execution.
• Create and maintain clear workflows, timelines, and documentation across all store and product processes.
• Monitor KPIs related to product delivery, store performance, and service metrics, and provide regular updates to leadership.

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Other Duties

• As assigned.

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Qualifications & Job Requirements

• Understanding and love of High School and Youth Sports.
• 3+ Years of Management Experience.
• Excellent organization, task management, and communication skills.
• Highly motivated to help grow an e-commerce company.
• Superior customer service skills.

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Supervisory Responsibilities

• Establish work schedule, balancing the workload of all employees.
• Train Account Representatives to use consistent and current methodologies.
• Help set policies and procedures for the Products department.
• Provide training for the Products Team (seminars, workshops, sales schools, etc.).

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Commitments

• Treat all employees and customers fairly, courteously, and with dignity.
• Model superior customer service behavior for all sales personnel by maintaining positive relationships with customers, reps, and corporate employees.
• Remain current with all sales department training available.
• Be prompt and available for flexible scheduling.
• Be honest and fair in all business dealings.
• Demonstrate an interest in growing the sales business.
• Focus on quality.

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Physical & Travel Demands

• The noise level in the work environment is occasionally loud.
• Can require you to be on your feet for long periods of time.
• Travel as needed, to train new hires, complete sales calls, presentation to customers within your discipline/region and attend trade shows as needed.