Chief Operating Officer
Wright Brothers, Inc. — 2019–Present
Remote / Digital Agency & E-commerce Operations
- Led company operations through a decade of explosive growth, scaling fulfillment from a few dozen to over 250,000 orders with a fulfillment error rate below 0.3%.
- Oversaw the virtualization of the company’s entire workflow and remote infrastructure, cutting operational costs by 58% in 18 months.
- Built and managed over 24 contractors and employees across 5+ countries, creating a flexible, responsive workforce.
- Spearheaded the development of the internal software stack and workflow automation systems, dramatically improving team speed and accountability by 40%.
- Formed and managed project-based teams for dozens of simultaneous initiatives including launches, campaigns, and platform migrations.
E-commerce Product & Fulfillment Manager
Wright Brothers, Inc. — 2016–2019
Remote / Digital Agency & E-commerce Operations
- Developed and launched 42+ SKUs across DTC channels with $MM+ lifetime revenue.
- Managed end-to-end product development from sourcing to listing to advertising, with manufacturer relationships spanning 53 partners across 3 continents.
- Coordinated international shipping, freight, and inventory operations to ensure timely and cost-efficient fulfillment.
- Executed listing optimization, pricing strategy, and advertising on Amazon, Etsy, and Shopify.
- Pioneered systems to track and streamline error resolution and logistics optimization.
Customer Experience & Retention Lead
Wright Brothers, Inc. — 2014–2016
Remote / Digital Agency & E-commerce Operations
- Directed customer service operations, leading a team of 8 support reps while revamping protocols and integrating new platforms like Zendesk and Intercom.
- Reduced average response time from 6 hours to under 30 minutes, raising customer satisfaction and boosting retention by 43%.
- Built self-service resources, standardized ticketing flows, and improved cross-team communication loops.
