Omnichannel Operations Manager

KHAITE is a way of looking at the world. Shaped by formative encounters, cultural touchstones, and secret desires, this point of view comes to life through womenswear and accessories that find confidence in contrast. Each piece proposes a fresh balance of opposing elements- masculine and feminine, strength and softness, structure and fluidity- while embodying a signature sensuality and ease. 

Founded in 2016 by creative director Catherine Holstein and based in New York, KHAITE evolves with each season, building upon a foundation of robust yet polished items distinguished by exceptional materials, exquisite craftsmanship, and subtle yet striking details. 

We are looking for an experienced and highly analytical Omnichannel Operations Manager to join the KHAITE team. This role will report to the Head of Global Logistics & Operations and will be based out of the NYC HQ offices. This role will lead and optimize operational execution across our Direct-to-Consumer business, including eCommerce, Retail Stores, Personal Shopping, and Fulfillment. This role will serve as a critical cross-functional partner, ensuring seamless customer experiences, operational excellence, inventory accuracy, and fulfillment performance across all channels.

The ideal candidate is a strategic problem solver with deep experience in retail, eCommerce, logistics, and omnichannel operations within a luxury or premium consumer brand. This individual will drive process improvements, establish best practices, manage key operational initiatives, and serve as the primary liaison between Retail, Customer Service, Distribution, Technology, Finance, and third-party logistics partners.

• Responsible for leading and managing the successful implementation of defined SLAs for omni-channel orders.
• Own day-to-day omnichannel operations across Retail, eCommerce, Personal Shopping, and Fulfillment channels, ensuring a seamless and consistent customer experience.
• Develop, implement, and continuously improve operational processes, workflows, and standard operating procedures to support business growth and scalability.
• Serve as the primary operational lead for omnichannel initiatives, ensuring alignment across cross-functional stakeholders.
• Identify operational risks and proactively develop solutions to improve efficiency, accuracy, and customer satisfaction.

• Oversee daily order flow across all DTC channels, ensuring fulfillment locations consistently meet established service level agreements (SLAs).
• Partner closely with retail operations teams, customer service, and third-party logistics providers to optimize order routing, fulfillment execution, and exception management.
• Proactively collaborates with the retail back of house staff, 3PL (Bergen Logistics) to ensure orders are shipping in a streamlined manner.
• Monitor and analyze fulfillment performance metrics, identifying opportunities to improve speed, accuracy, and cost efficiency.
• Lead resolution of complex order, shipping, and fulfillment issues while ensuring timely communication to internal teams and customers.

• Own inventory integrity across all DTC inventory pools, ensuring accurate inventory visibility and availability across the company’s ERP (RLM).
• Partner with Retail, Planning, Merchandising, and Logistics teams to investigate and resolve inventory discrepancies and operational issues.
• Oversee inventory reconciliation processes, cycle counts, transfers, and stock adjustments to maintain system accuracy.
• Establish reporting and controls that support inventory health and operational accountability.
• Lead and develop strategies and plan/execute workload on product movement logistics and fulfillment; work with various partners to manage merchandise flow and incoming receipts to support sales performance.

• Act as a subject matter expert for omnichannel operational systems, including ERP, OMS, WMS, POS, and eCommerce platforms.
• Partner with Technology and external vendors to support system enhancements, integrations, testing, and implementations.
• Identify opportunities to automate manual processes and improve operational workflows through technology and reporting enhancements.
• Lead documentation and communication of process changes, ensuring consistency across all channels and stakeholders.

• Develop and maintain reporting that measures operational performance across fulfillment, inventory accuracy, customer experience, and omnichannel KPIs.
• Analyze operational data to identify trends, root causes, and opportunities for continuous improvement.
• Present findings and recommendations to leadership, supporting strategic decision-making and business planning.

• Serve as a key liaison between Retail, Customer Service, Distribution, Technology, Finance, Planning, and Merchandising teams.
• Support Retail & Private Client on various projects including: new store openings, channel launches, trunk shows (both remotely and in-person).
• Provide guidance and mentorship to junior team members while fostering a culture of accountability, collaboration, and continuous improvement.
• Manage relationships with external partners and vendors, ensuring service expectations and operational standards are consistently met.

• Exceptional organizational skills with strong attention to detail and follow-through.
• Strong project management skills and ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and stakeholder management skills.
• Collaborative and solutions-oriented mindset with a proactive approach to problem solving.
• Ability to influence cross-functional teams and drive alignment without direct authority.
• Passion for operational excellence and delivering exceptional customer experiences.

• 5–8+ years of experience in Omnichannel Operations, Retail Operations, eCommerce Operations, Logistics, Supply Chain, or Customer Experience Operations
• Experience working within a luxury, fashion, retail, or consumer goods environment strongly preferred.
• Proven track record managing cross-functional operational initiatives and driving process improvements.
• Experience partnering with third-party logistics providers and managing fulfillment operations.
• Strong understanding of omnichannel retail concepts, inventory management, order management, and customer fulfillment.
• Advanced proficiency in Microsoft Excel, including pivot tables, lookups, and data analysis.
• Experience working with ERP, OMS, WMS, POS, and eCommerce platforms; experience with RLM and Shopify is highly preferred.
• Strong analytical and reporting capabilities with the ability to translate data into actionable insights.
• Comfortable navigating multiple systems and managing complex operational workflows.

Please note: This job description does not list all the duties of the job. Employees may be asked by management to perform other duties. The employer has the right to revise this job description at any time.

• Creativity ~ We are always imagining, never imitating.
• Integrity ~ We do the right thing.
• Kindness ~ We value people and their ideas, so we act and speak with compassion.
• Agility ~ We move with intention, flexibility, and speed to stay ahead.
• Tenacity ~ We are insatiable. Our drive is relentless.