Senior Director, Customer Experience & Logistics

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 contentand all teachers deserve tools that are intuitive effective and built for the realities of todays 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 implementationsupporting teachers not just through curriculum but with professional learning purposeful technology and responsive service that enable strong adoption and impact.

What We Build

Our productsEureka Math and Eureka Math² Wit & Wisdom PhD Science Geodes and the newly launched Arts & Letters ELAare 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 Were 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 journeyfrom curriculum to professional learning to platform and support.

Our long-term vision is to become a true partner in impactnot 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 Customer Experience and Logistics 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 journeyfrom inbound inquiries to product deliveryby 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

Bachelors 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 $191000-$214000 however the offered salary may 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 or . 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

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 organizations commitment to the principles of fair employment and the elimination of all discriminatory practices.

#LI-Remote #LI-Hybrid