Chief Operating Officer (COO) – Loose Leaf Tea Market

Location: Phoenix, AZ (onsite with hybrid flexibility)
Reports to: CEO (Kita Centella)
Salary Range: $100,000–$180,000 base, (plus performance-based bonus potential*)

About Loose Leaf Tea Market

Loose Leaf Tea Market is a fast-growing wellness brand on a mission to help people feel better, naturally, through handcrafted, functional teas and herbs. We’re expanding from a solid $5M foundation toward $30M in annual revenue by 2027. Our next phase of growth requires operational excellence, strong leadership, and scalable systems — and that’s where you come in.

We value communication, respect, growth, gratitude, abundance, and fun. Our team culture thrives on proactive problem-solving, a growth mindset, and bringing positive energy to everything we do.

Role Overview

The Chief Operating Officer (COO) will be the integrator and executor of Loose Leaf Tea Market’s growth vision — ensuring that every department runs efficiently, profitably, and in alignment with our mission. This person will lead day-to-day operations, streamline processes, develop systems and people, and turn strategic goals into measurable results.

The COO will oversee customer service, production, fulfillment, and inventory operations, while building and optimizing SOPs, financial models, and vendor relationships that support scale. This role demands a proactive, detail-oriented, people-centered leader who thrives on creating structure, solving problems, and leading teams toward ambitious outcomes.

Key Responsibilities

Operational Leadership

  • Oversee all company operations: customer service, production, fulfillment, and inventory management.

  • Develop, implement, and continually improve SOPs to ensure consistent execution and scalability.

  • Maintain tight oversight of inventory levels and order cycles to ensure product availability while minimizing waste and carrying costs.

  • Ensure fulfillment efficiency and customer satisfaction through on-time delivery and quality control.

  • Manage operational budgets, monitor costs, and optimize profitability across departments.

Team Development & Leadership

  • Hire, train, coach, and evaluate team members to build high-performing, values-aligned departments.

  • Maintain full staffing levels across all functions to support production and service goals.

  • Create and manage onboarding materials, training manuals, and performance evaluation systems for each department.

  • Build an engaged, motivated team culture that combines accountability with fun.

  • Lead regular team meetings, training sessions, and cross-department collaboration initiatives.

Strategic Execution

  • Work directly with the CEO to translate vision into action, setting quarterly and annual operational goals aligned with company growth.

  • Forecast production, fulfillment, and staffing needs based on projected sales and growth trends.

  • Use data and KPIs to guide decisions and track progress.

  • Maintain a forward-looking approach — making decisions for where the company is going, not just where it’s been.

  • Collaborate with leadership to “visioncraft” with the team, helping every employee see how their personal growth and goals align with the company’s mission.

Financial Stewardship

  • Monitor P&L performance and optimize margins by managing costs and improving operational efficiency and customer satisfaction.

  • Understand product pricing formulas and adjust as needed to sustain and increase profitability.

  • Identify opportunities for vendor savings and process improvements without compromising quality.

  • Partner with the CEO and finance team to plan and manage budgets and cash flow effectively.

Systems, Vendors, and Troubleshooting

  • Develop and maintain relationships with key vendors, suppliers, and fulfillment partners.

  • Source better vendors and negotiate contracts for quality, cost, and reliability.

  • Troubleshoot operational challenges across facilities, equipment, staffing, inventory, and web systems — knowing who to call and how to resolve issues quickly.

  • Oversee implementation of software and systems that improve efficiency, transparency, and reporting.

Qualifications

  • 7+ years of experience in operations, supply chain, or general management, ideally within consumer goods, food/beverage, or natural wellness industries.

  • Proven success leading teams and scaling a business from $5M+ toward significant growth milestones.

  • Strong understanding of inventory management, production processes, and cost control.

  • Data-driven mindset with the ability to translate analytics into clear operational improvements.

  • Excellent leadership, communication, and people-development skills.

  • Entrepreneurial spirit with a focus on execution, accountability, and collaboration.

  • Familiarity with e-commerce, Shopify, or similar platforms a strong plus.

Key Performance Indicators (KPIs)

  • Revenue Growth: Supporting company scaling from $5M to $30M by 2027.

  • Profitability: Maintaining or increasing profit margins as revenue grows.

  • Fulfillment Efficiency: 98%+ 72 hour on-time order completion.

  • Inventory Accuracy: Less than 2% variance between physical and recorded inventory.

  • Employee Engagement: 90%+ satisfaction rate on internal surveys.

  • Vendor Performance: 95%+ on-time delivery and quality compliance.

  • SOP Completion: 100% of departments documented and updated quarterly.

Compensation

Salary: $100,000–$180,000 (depending on experience and fit)

*Bonus Structure: TBD

Benefits: 401K with matching, paid time off, employee discounts, performance-based incentives, and growth opportunities within a high-impact company.

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