About this episode
Most ecommerce operations don't fail loudly. They leak quietly. A shipment goes out late. An order never leaves the warehouse. A customer reaches out days later, and by then, the damage is already done.
In this episode, Chad Brinton, founder of Roger AI and former Head of Ecommerce Operations at Made In Cookware and True Classic, breaks down what he learned scaling DTC fulfillment from the ground up—from joining Made In as employee #5 to managing the operational complexity of one of the fastest-moving brands in apparel. He also shares why he built Roger AI to help ecommerce brands find lost revenue and close the gap between fulfillment and customer service before customers ever have to reach out.
Key takeaways
- Ecommerce operations leaders must think beyond the warehouse, understanding the P&L is non-negotiable at every stage of growth
- A 99% on-time fulfillment rate is only impressive until you count the individual customers on the wrong side of that 1%
- The best ecommerce operators don't default to policy; they find a way to say yes
- Operating leverage in ecommerce means building on the right partner and software ecosystem, not solving every problem yourself
- The gap between fulfillment and customer service is where ecommerce revenue goes to disappear
About the Guest
Chad Brinton is the founder of Roger AI, a Shopify-native tool that helps ecommerce brands identify lost revenue and detect operational issues before customers do. Prior to founding Roger AI, Chad led ecommerce operations at Made In Cookware and True Classic, scaling fulfillment, customer service, and supply chain across two of the fastest-growing DTC brands in the country. Earlier in his career, he held ecommerce operations roles at Walmart and Deloitte Consulting. Chad brings a finance-forward, customer-obsessed approach to ecommerce operations, and a track record of building lean, high-performing teams that scale.
