Q&A:
How do you help retailers and lifestyle brands think differently about logistics—as a growth driver, not just a backend necessity?
Many businesses are realizing the post-purchase period is key to a great brand experience. When done right, it builds loyalty and increases customer lifetime value. At a minimum, brands need a partner with robust technology and reliable fulfillment to ensure orders don’t get lost.
But that’s just the start. We know some products need a little extra care, which is why we offer complementary services like embroidery and on-demand printing. This allows brands to create personalized and exciting unboxing experiences. It’s a thrill to help make these moments happen, especially in a world where they’re streamed to millions on social media!
For brands looking to expand, we also understand the complexities of new channels like wholesale and international markets. We’ve invested in technology and carrier partnerships so our clients can scale with minimal effort and risk.
We know that fast delivery drives conversions, so we’ve built a multi-node network that reaches 99% of the U.S. in two days or less. We work with our brands to strategically place inventory to optimize both speed and cost, while also helping them test delivery options to find the best fit for their customers.
Ultimately, a smart logistics strategy builds trust, enhances loyalty, drives repeat business, and generates positive word-of-mouth—all essential for sustainable growth.
You’ve had a unique career path spanning retail, e-commerce and logistics. What drew you to this intersection, and why does it excite you today?
My career has given me hands-on experience across virtually every area of fashion retail, from Cole Haan and Sephora to AEO. This background taught me what truly delights and frustrates customers. Moving into tech, I learned to use technology to scale and improve the consumer experience.
I was drawn to logistics because it’s the critical link between a brand’s promise and the customer’s reality. You can have a great product and a perfect website, but if the delivery experience falls short, the brand suffers. I’m excited to see these fields finally merge. Winning brands understand that retail, e-commerce, technology, and logistics are all connected.
I’m energized by three main things. First, solving complex puzzles, like helping a brand grow from a small startup to a global powerhouse. This requires operational discipline, smart tech choices, and strong partnerships. Second, helping brands succeed. We’re not just moving boxes: we’re enabling partners to scale, delight customers, and build lasting brand equity. Finally, the rapid pace of innovation in this industry is a huge motivator. From new business models to warehouse automation, I love being at the forefront of these advancements to benefit our clients.
The dynamic interplay where physical execution meets digital experience is what makes this a fascinating and fulfilling space for me.
What’s one trend or opportunity in e-commerce fulfillment that you think more brands should be paying attention to right now?
A lot is happening in our industry right now, with AI, robotics, and hyperlocal fulfillment reshaping supply chains. At Quiet, we’re known for embracing new technology—we were early adopters of robotics, we use AI and ML for forecasting and automation, and we operate a dispersed network for efficient regional fulfillment.
We work with a diverse range of brands, from enterprise giants to startups, and we’re intentional about matching the right technology to each business’s needs. For brands focused on growth, there’s nothing more important than building a loyal customer base. Since customer acquisition is expensive, every part of the shopper experience must reinforce the brand promise. I’d love to see more brands—both large and small—focus on the post-purchase experience as a key loyalty opportunity. Tactics like personalized unboxing, merchandise finishing (think monograms), upgraded shipping for VIP customers, and tailored return policies all build stronger connections and drive lasting loyalty.
How do you define operational excellence in a world where consumer expectations are constantly shifting?
A Framework for Operational Excellence
Operational excellence starts by defining and optimizing the “happy path”—the process that handles most day-to-day scenarios. This foundational step is often overlooked when teams are busy with urgent issues.
Next, you need a system to identify and resolve edge cases—the problems that fall outside the happy path. We use a combination of technology alerts, exception reporting, and cross-functional reviews to protect our core processes and address new issues as they arise.
Recent events have shown how fragile a “lean” supply chain can be. That’s why we believe operational excellence must be defined by resilience. This means building a distributed network of flexible fulfillment centers rather than relying on a few large hubs. It also means having redundant transportation options and a scalable workforce. When a disruption occurs—and it will—excellence is measured by how well you minimize the impact on the customer.
Ultimately, operational excellence is about building a robust, resilient, and repeatable approach to solving problems and seizing opportunities. It’s about aligning cross-functional teams to deliver for our customers and the end consumer every time.