Senior Director, Logistics & Customer Experience

Great Minds

Cincinnati, OH(remote)

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JOB DETAILS

SALARY

$191,000–$203,000 Per Year

SKILLS

Alliance/Partner Management, Alliance/Partner Marketing, Analysis Skills, Artificial Intelligence (AI), Artificial Intelligence (AI) Agents, Automation, Background Investigation, Budget Management, Business Operations, Communication Skills, Continuous Improvement, Contract Negotiation, Contract Review, Cost Effectiveness Analysis, Cross-Functional, Customer Experience, Customer Relations, Customer Service Operations, Customer Support/Service, Customer/Client Research, Data Analysis, Establish Priorities, Exceeded Sales Goal, Expense Tracking, Finance, Financial Management, Financial Operations, Forecasting, Inventory Management, Leadership, Literacy, Logistics, Logistics Management, Marketing Strategy, Mathematics, Metrics, Negotiation Skills, Operational Audit, Operations Management, Operations Planning, Order/Customer Fulfillment, Performance Metrics, Problem Solving Skills, Process Improvement, Product Management, Product/Service Launch, Quality Metrics, Relationship Management, Return on Investment (ROI), Sales, Sales Cycle, Service Delivery, Service Level Agreement (SLA), Set Goals, Strategic Planning, Supply Chain, Supply Chain Management, Team Player, Third-Party Logistics (3PL), Time Management, Training Tools, Training/Teaching, Training/Teaching Curriculum, Usability Engineering, Use Cases, Vendor/Supplier Management, Warehousing, Willing to Travel

LOCATION

Cincinnati, OH

POSTED

Today

Who We Are

Great Minds is a high-growth, mission-driven organization founded by educators in 2007. As a for-profit, Public Benefit Corporation, we believe all students deserve access to meaningful, challenging content-and all teachers deserve tools that are intuitive, effective, and built for the realities of today's classrooms.

We develop high-quality, knowledge-rich math, science and ELA curricula grounded in research and designed in collaboration with educators. Our materials reflect real classroom needs and are built to drive lasting student outcomes.

We are committed to usability, coherence, and practical implementation-supporting teachers not just through curriculum, but with professional learning, purposeful technology, and responsive service that enable strong adoption and impact.

What We Build

Our products-Eureka Math and Eureka Math², Wit & Wisdom, PhD Science, Geodes, and the newly launched Arts & Letters ELA-are trusted by thousands of schools and districts nationwide.

Eureka Math is the most widely used math curriculum in the U.S., and is focused on balancing conceptual understanding, procedural fluency, and application.
Wit & Wisdom® and Arts & Letters ELA anchor our reading strategy with content-rich, grade-level instruction that integrates literature, history, and the arts, grounded in the science of reading. Geodes® complements our reading suite with decodable texts that pair phonics with meaningful content to support early literacy.
PhD Science is a hands-on K-5 Science program that sparks curiosity as students build enduring knowledge of how the scientific world works.

These programs reflect a shared belief in high expectations, joyful rigor, and deep respect for educators and students.

Where We're Headed

Great Minds is entering a new stage of growth and product maturity. We are focused on building more connected, customer-informed experiences across the full educator journey-from curriculum to professional learning to platform and support.

Our long-term vision is to become a true partner in impact-not just delivering curriculum, but supporting educators in achieving outcomes at scale.

Job Purpose

Reporting to the Chief Business Operations Officer and working closely with all Operations teams and Finance, Sales, Product Management, and the supply chain external vendors, the Senior Director, Logistics & Customer Experience will play a key leadership role that integrates Great Minds' customer support operations with its end-to-end supply chain and logistics functions. This role will be responsible for ensuring a cohesive, responsive, and efficient experience across the customer journey-from inbound inquiries to product delivery-by aligning warehouse operations, fulfillment strategies, and customer support service models. This leader will oversee all aspects of customer support and logistics strategy, with an emphasis on operational excellence, cross-functional collaboration, and innovative technology solutions such as AI agents to improve support responsiveness and efficiency.

Responsibilities

Supply Chain and Logistics Management:
- Lead warehouse operations, logistics planning, and inventory management across all fulfillment centers.
- Develop supply chain strategies and implement tools and systems that improve forecasting, inventory turnover, service levels, and cost efficiency.
- Align logistics planning with product launch schedules and sales cycles to ensure timely product availability and fulfillment.
- Oversee route-to-market strategy and warehouse footprint optimization initiatives.
Vendor Management and Strategic Partnerships:
- Serve as the primary relationship manager for third-party logistics and warehouse vendors.
- Conduct regular business reviews and maintain an active on-site presence to evaluate performance and operational alignment.
- Lead all contractual negotiations with external partners, ensuring that service level agreements (SLAs), quality standards, and cost targets are met or exceeded.
- Monitor vendor KPIs and drive accountability for continuous improvement in financial and operational performance.
Customer Experience Leadership:
- Provide strategic oversight of the Customer Support Team (CST), ensuring exceptional service across all customer touchpoints.
- Prioritize and manage inbound support requests, with a focus on resolving issues related to logistics (e.g., shipping delays, damaged or missing materials).
- Champion the implementation of AI tools to enhance support capabilities, improve efficiency, and reduce response times.
- Monitor service metrics and drive continuous improvement based on customer feedback and data analysis.
AI Strategy and Innovation:
- Guide and support the development and deployment of AI agents for customer support automation.
- Evaluate and iterate on AI use cases that streamline service delivery and reduce repetitive tasks.
Team and Stakeholder Leadership:
- Provide direction and support to customer experience and logistics teams, setting clear goals and expectations.
- Foster a collaborative, customer-focused culture centered on accountability and performance.
- Serve as a key liaison between internal stakeholders and operational teams to ensure alignment across business units
Financial Oversight:
- Develop and manage budgets for logistics operations and customer support services.
- Partner with Finance to track spending, forecasts, and ROI for strategic initiatives.
- Establish performance targets and KPIs to measure cost-effectiveness and service quality.

Qualifications

10 years of experience in logistics, supply chain, or customer operations, including leadership of cross-functional teams
5+ years of management experience
Experience implementing AI, automation, or technology-based solutions in customer service settings
Demonstrated success managing external vendors, including conducting business reviews, negotiating contracts, and ensuring operational alignment
Strong leadership skills with the ability to manage through complexity and change
Excellent analytical, negotiation, and communication skills

Required Education

Bachelor's degree in Supply Chain, Logistics, Business, or a related field

Status

Full time, permanent

Location

Remote, but will require frequent travel to sites, specifically in Cincinnati, OH.

The expected base salary range for this position is $191,000-$203,000, however the offered salarymay be higher or lower than the above range dependent on numerous factors including, but not limited to location, work experience, skills and internal equity considerations. The base salary is not inclusive of benefits or other incentives.

A cover letter and resume are required to be considered for this position.

New employees will be required to successfully complete a background check.

Any communication to applicants relating to the Great Minds hiring process will only come from email addresses with the domains greatminds.org or greatminds.recruitee.com. If in the course of the application or hiring process with Great Minds you are contacted through another domain, are requested to provide banking or other sensitive information, or you note any other suspicious activity, please contact security@greatminds.org

Great Minds is an equal opportunity employer. We will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation, and gender identity), national origin, disability, age, genetic information, or any other status protected under applicable federal, state, or local laws. Our policy reflects and affirms the organization's commitment to the principles of fair employment and the elimination of all discriminatory practices.

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About the Company

Great Minds

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