Role Description The Director of Application Support leads the operational stability, performance, and health of enterprise applications across production, pre-production, and test environments. - Owner of Tier 2 application support, ensuring timely incident response, proactive issue prevention, and efficient remediation of system disruptions. - Establishes and operates the enterprise Application Support function, serving as the primary escalation point between the IT Service Desk and other teams. - Partners closely with development, infrastructure, vendors, and business teams to optimize application reliability and enhance support processes. - Defines application support standards, escalation models, and operational metrics across the supported application portfolio. Qualifications - Deep understanding of enterprise application ecosystems, system architecture, and infrastructure dependencies, including SaaS platforms and internally developed applications. - Demonstrated ability to build and scale Tier 2 application or production support organizations in complex enterprise environments. - Strong service ownership mindset, balancing customer experience, operational stability, and engineering partnership. - Ability to communicate complex technical concepts to non-technical audiences. - Exceptional verbal and written communication skills. - Strong listening skills, patience, and customer-service orientation. - Proven ability to manage conflict, build consensus, and guide cross-functional teams through complex problem-solving. - Critical thinking with strong analytical and investigative skills. - Ability to remain calm under pressure and meet deadlines during high-severity incidents. - Strategic decision-making aligned with organizational policies and regulatory requirements. - Ability to rapidly assess issues, prioritize response, and coordinate across technical and business stakeholders. Requirements - Experience in IT, Computing, Information Systems, Business Administration, or related field. - Experience in enterprise application environments, including leading or building application support, production support, or SRE-adjacent teams supporting both SaaS and custom-developed applications. - Compliance with HIPAA & Security Requirements regarding protected health information (PHI). Benefits - Medical, dental, and paid vision coverage. - Paid time off and company holidays. - Retirement savings with employer contribution. - Employee wellness resources. - Professional development opportunities. - Flexible work arrangements and employee assistance programs.

• Lead the continuous improvement team and prioritize Safety, Quality, Delivery, Cost, and People losses • Manage location-based CI leaders across all RealTruck locations • Develop realistic/aggressive timetables and expectations for project completion • Conduct regular project reviews and provide technical advice • Act as a change leader in the business • Design and build senior level lean training • Conduct Lean training for employees at all levels • Prepare and present C-Suite and board level reporting metrics and project status updates

• Maintain and monitor the full vendor order pipeline to ensure timely progress and completion. • Monitor the team phone queue and accept inbound calls to assist vendors with questions, updates, or issue resolution. • Conduct outbound calls to vendors and manage incoming vendor inquiries to support active orders. • Ensure accurate fee management and proper documentation for each order. • Confirm vendor compliance with operational requirements. • Send proactive reminders to vendors regarding quality standards, turnaround times, platform or website usage, and other performance expectations. • Collaborate with team members to troubleshoot daily operational challenges affecting vendor performance or order resolution. • Provide suggestions for workflow enhancements, process improvements, and best practices to strengthen overall operational efficiency. • Assist in maintaining consistent communication patterns and service-level expectations across the vendor panel

Role Description As our Director of DTC Growth, you are the General Manager of Shopify and TikTok Shop. You own the P&L. You own the strategy. You own the results. Your Core Focus - Scale Shopify and TikTok Shop to $20M+ in combined revenue within 18 months - Achieve ≥15% net margin on Shopify and ≥5% on TikTok Shop - Maintain Meta ROAS ≥ 2.0 and TikTok Shop ROAS ≥ 3.5 - Launch one new high-converting bundle-based funnel per month - Drive email and SMS to contribute ≥25% of Shopify revenue - Remove the CEO from daily ecommerce execution by owning strategy, systems, team, and outcomes You are not here to manage tasks. You are here to architect a repeatable growth engine. What You’ll Do Traffic and Acquisition - Test 100+ ad creatives weekly across Meta and TikTok - Optimize paid traffic to hit strict ROAS thresholds - Partner with affiliate and UGC teams to scale winning creative - Stay ahead of platform trends, formats, and policy updates - Coordinate launches with Amazon for halo effects Offers, Funnels, and CRO - Launch one new bundle-based funnel every month tied to educational outcomes - Optimize CVR, AOV, CAC, LTV, upsells, and overall funnel economics weekly - Oversee homepage, product pages, and collection merchandising - Refactor and relaunch underperforming funnels with new hooks and offers - Lead seasonal promotions including Back-to-School and Holiday campaigns - Build and maintain funnel SOPs and testing roadmaps Customer Nurture and LTV - Lead lifecycle marketing through Klaviyo and Postscript - Optimize welcome, cart abandonment, post-purchase, and win-back flows - Build ascension paths from posters to workbooks to busy books - Develop blog and SEO strategy to drive organic education-based traffic Performance and Forecasting - Review weekly P&Ls for Shopify and TikTok Shop - Analyze AOV, CVR, CAC, LTV, ROAS, GP to CAC, and lifecycle revenue share - Deliver weekly scorecards and monthly strategic growth plans - Forecast performance and identify scaling levers Team Leadership - Lead and coach a cross-functional ecommerce pod of 6+ team members - Establish clear ownership and weekly operating rhythms - Hire and develop talent as funnel velocity increases - Manage freelancers and specialized contractors - Model Extreme Ownership, Relentless Innovation, and Integrity Above All How Success Is Measured - $20M+ DTC revenue within 18 months - Consistent margin and ROAS targets achieved - One profitable funnel launch per month - Email and SMS driving at least 25% of Shopify revenue - Documented systems that scale without founder dependency - A high-performing team executing without burnout Qualifications - 5 to 10+ years in DTC ecommerce, especially Shopify and paid social - Proven track record scaling ecommerce brands past $20M - Experience owning revenue and profitability targets - Deep expertise in Meta and TikTok Ads - Hands-on experience with Klaviyo, Postscript, and Shopify CMS - Strong background in bundles, upsells, and LTV optimization - Ability to write and review high-converting landing pages - Comfortable leading a fully remote team with clear weekly cadences Benefits - You will have real ownership. Real trust. And real impact. - Hadley Designs is a remote first company built on autonomy, creativity, and accountability. - You will work closely with leadership, including the CEO, while having full authority to own your channels and decisions. - Access to ongoing learning, training, and tools to sharpen your knowledge and strategies in the DTC space. - You will be surrounded by A+ team members that value excellence, growth, and doing the right thing. - You will build something meaningful. Our products help families slow down, connect, and rediscover the joy of learning together. - You will help shape a decade-long vision to build the most trusted children’s brand in the world. - Access Josh Hadley's vast network through his podcast Ecomm Breakthrough.