Director, Order Management

Company Overview

Ghost is a data-driven distribution platform for the best brands in the world. We partner with leading streetwear, apparel, footwear, beauty, and home goods brands to unlock new revenue for all types of inventory. Through transparency, data insights, and a network of vetted buyers, Ghost empowers sellers to diversify and optimize their inventory management. Backed by top VC firms (Cathay, USV, Equal, Eniac, L. Catterton), Ghost is one of LA’s fastest-growing startups.

About the Role:

We’re looking for a strategic and execution-focused leader to oversee the full post-purchase experience in our two-sided B2B marketplace. As Director of Order Management, you will be responsible for managing shipped revenue forecasting, order execution, freight coordination, payment processing, collections, and issue resolution. You will develop the systems and processes that support operational excellence while collaborating with internal and external partners to ensure accuracy, consistency, and customer satisfaction. 

Key Responsibilities:

Post-Purchase Process Transformation

• Closely evaluate the end-to-end post-purchase order process, identifying areas of improvement through software and automation (including AI) implementation, collaboration with Engineering, Product, and Design (EPD), and Standard Operating Procedures (SOP) development
• Migrate existing processes into a centralized software solution with the purpose of improving buyer and supplier experience and creating clear visibility for internal teams and leadership on order statuses and actions required across all parties
• Determine which parts of the post-purchase order process should be completed by a Business Process Outsourcing (BPO) partner and evaluate the most qualified companies

Post-Purchase Operations Management

• Oversee a team responsible for the following:
• Coordination of purchase order (PO) execution, ensuring accurate and timely processing
• Freight and logistics planning and scheduling, managing relationships with carriers and 3PLs and aligning on expectations and delivery timelines
• Executing the end-to-end payment and collection process in collaborating with finance, reducing delinquencies and supporting healthy cash flow
• Seamlessly handling order updates and change requests, ensuring clear communication and execution
• Post-purchase issue resolution workflows, implementing root-cause solutions and partnering cross-functionally to prevent recurrence

Team Leadership and Management

• Manage and mentor a team of Operations Associates and a Business Process Outsourcing (BPO) partner
• Establish a culture of accountability, operational rigor, and continuous improvement across internal and outsourced teams
• Design onboarding and training material to strengthen execution and support role clarity
• Set performance goals and conduct regular reviews to ensure alignment with company priorities

Cross-Functional Collaboration

• Work closely with the Buyer and Seller Sales teams to ensure post-purchase operations meet / exceed customer expectations
• Collaborate with EDP and Finance to resolve issues and improve processes
• Serve as the primary point of contact for post-purchase escalations, providing timely and effective resolutions

Qualifications

• Bachelor’s degree in Supply Chain, Business, or related field; MBA preferred
• 10+ years of experience in post-purchase operations, order management, or supply chain, including 5+ years in a leadership role
• Deep experience managing complex workflows across enterprise systems (ERP, WMS, TMS) and customer support platforms like Zendesk or Intercom
• Proficiency in Microsoft Excel, Google Suite, and SQL; experience with data visualization tools (e.g., Metabase, Tableau, Power BI)
• Demonstrated ability to drive structured process improvements and scale operational programs
• Strong grasp of B2B marketplace dynamics, including buyer and seller expectations and lifecycle workflows
• Excellent problem-solving, judgment, and execution skills
• Effective communicator and cross-functional collaborator, with the ability to influence stakeholders at all levels
• Experience managing BPO partners and outsourced operations

This role is based in Los Angeles with some travel to New York. The base salary for this position can range from $165,000 to $185,000. The actual amounts may vary based on factors such as experience, knowledge, skills, and abilities related to the position.

Benefits we offer: 

• Medical, Vision, and Dental with some plans covered at 100% 
• Competitive compensation and equity structure
• 401K 
• Unlimited PTO 

Ghost is an equal opportunity employer and values diversity in the workplace. We are committed to fostering an inclusive and innovative environment where all employees can thrive. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other protected characteristic under applicable laws.