Location: Los Angeles, CA (Hybrid)**
Reports To: Founder & CEO**
Departments: eCommerce, Production, Customer Experience
About KYNAH
KYNAH is a Los Angeles–based luxury fashion brand redefining modern South Asian fashion through craftsmanship, culture, and contemporary design. With a flagship in LA and a global online presence, KYNAH has become the go-to destination for elevated South Asian bridal and occasionwear. Our mission is to deliver a seamless, elevated experience — from our ateliers in India to our brides around the world.
Role Overview
KYNAH is seeking a Director of Operations to serve as the strategic right hand to the Founder & CEO , responsible for overseeing and optimizing all operational functions across eCommerce, Production, and Customer Experience .
This leader will ensure that every order, process, and team interaction aligns with KYNAH’s high standards of excellence. The Director will oversee cross-border coordination between the U.S. and India teams, manage day-to-day execution, and implement scalable systems that support growth.
The ideal candidate is a strategic, highly organized operator who thrives in fast-paced environments and can move fluidly between tactical execution and long-term planning. This is a leadership role for someone who can see both the big picture and the details — and who is eager to help shape the next chapter of KYNAH’s growth.
Key Responsibilities
Strategic Leadership
- Act as the operational partner to the Founder & CEO, ensuring all departments are aligned, efficient, and executing against company goals.
- Translate brand strategy into operational plans, systems, and performance metrics across eCommerce, Production, and Customer Experience.
- Oversee cross-functional communication between the U.S. and India teams to maintain transparency, accountability, and progress toward shared targets.
- Lead and mentor department heads to ensure clarity of roles, strong execution, and proactive problem-solving.
eCommerce Operations
- Oversee eCommerce workflows including product uploads, pricing, merchandising accuracy, fulfillment, and returns.
- Partner with the marketing and creative teams to ensure campaigns, product drops, and site updates are delivered on time and with precision.
- Audit and improve backend operations within Shopify, ensuring efficiency, data integrity, and a seamless customer journey.
- Implement systems that support conversion growth, inventory accuracy, and fulfillment timelines.
Customer Experience
- Lead the Customer Experience function to ensure luxury-level service across all client touchpoints — online, in-store, and post-purchase. Be the main point of contact for escalation.
- Oversee the CRM system and ensure efficiencies across the platform.
- Define and monitor KPIs related to customer satisfaction, response times, and retention.
- Develop service protocols and escalation frameworks to ensure issues are resolved efficiently and brand-appropriately.
- Partner with Sales and Marketing to integrate client feedback into strategic initiatives and product planning.
Production & Vendor Management
- Oversee all aspects of production and vendor coordination, ensuring timelines, quality control, and communication standards are met.
- Strengthen alignment between U.S. and India operations, maintaining visibility across all custom and ready-to-ship orders.
- Step in on escalations or workflow challenges to ensure seamless execution and delivery.
- Collaborate with Finance to manage production costs, shipping, and duties to optimize margins.
People & Process
- Lead, mentor, and develop cross-functional team members to perform at a high level while fostering accountability and collaboration.
- Build and implement scalable processes and SOPs that improve efficiency and reduce friction across teams.
- Oversee key operational tools and systems (Shopify, Asana, CRM etc.) and identify opportunities for automation and optimization.
- Serve as a stabilizing force within a fast-moving, creative environment — bringing structure, clarity, and calm to complexity.
Qualifications
- 7–12 years of experience in operations, production, or eCommerce management (experience in fashion, retail, or luxury strongly preferred).
- Demonstrated success managing cross-functional global teams and driving operational efficiency.
- Strong leadership, project management, and systems-building skills.
- Experience with Shopify and related platforms required; familiarity with Asana, Slack, CRM (Gladly), and Excel preferred.
- Exceptional communication, organizational, and analytical abilities.
- Thrives in a dynamic, entrepreneurial environment and enjoys building structure for scale.
Who You Are
- A true right hand: highly dependable, trusted to lead independently, and capable of running operations with minimal oversight.
- A strategic thinker who moves seamlessly between high-level planning and hands-on problem solving.
- A confident leader who inspires accountability, communication, and performance across diverse teams.
- A calm, solutions-oriented presence who thrives in fast-paced luxury environments.
- Deeply aligned with KYNAH’s mission to blend culture, craftsmanship, and contemporary design through an elevated client experience.