Leading Modern Ecommerce Operations | Chad Brinton, Founder of Roger AI

Leading Modern Ecommerce Operations | Chad Brinton, Founder of Roger AI

Ben Eachus, co-founder and CEO of Flowspace, sits down with Chad Brinton, a seasoned ecommerce operations leader who scaled teams at Made In Cookware and True Classic, with earlier experience at Walmart Ecommerce and Deloitte Consulting. Chad traces how his career was shaped by a deliberate move from enterprise retail into the DTC startup world, and what those experiences taught him about accountability, customer obsession, and the evolving demands of modern ecommerce operations. The conversation explores how today's top operators must think well beyond the warehouse — understanding the P&L, working capital, and the broader partner ecosystem — to drive meaningful business results. Chad also introduces his new venture, Roger AI, a Shopify-native tool built to help ecommerce brands identify lost revenue and close the gap between fulfillment and customer service before problems ever reach the customer. Key Takeaways * The leap from enterprise to startup ecommerce operations means a fundamentally different level of personal accountability * A 99% on-time fulfillment rate sounds impressive until you calculate how many individual customers actually had a poor experience * The best ecommerce operators shift from "what's our policy?" to "what would yes look like here?" * Modern ecommerce operations leaders must understand the full P&L — not just their function — and know which levers to pull at each stage of growth (revenue → EBITDA → cash flow) * A playbook isn't rigid SOPs. It's knowing where the business is in its growth cycle and adapting your approach accordingly * Operating leverage in ecommerce today means leaning into the partner and software ecosystem rather than building everything in-house * When hiring, you only get a few shots at high-horsepower generalists. Choose carefully, then surround them with reliable executional players * Great partners who pick up the phone when things go sideways are rarer than they should be in ecommerce — and worth protecting Chapters * 00:00 — Introductions: Ben Eachus & Chad Brinton * 00:51 — Chad's career path: from Deloitte consulting to Walmart Ecommerce to DTC startups * 02:00 — Joining Made In as employee #5: the realities of early-stage ecommerce operations * 03:47 — Measuring what matters: how to frame fulfillment metrics around the customer * 05:26 — Hospitality-level service in ecommerce: finding a way to say yes * 07:39 — Every order is someone's first impression of your brand * 08:07 — From Made In to True Classic: similar ecommerce operations challenges, different pace * 10:39 — The ecommerce operations playbook: strategy over rigid process * 12:29 — The evolving ops role: finance, merchandising, and cross-functional leadership * 13:11 — The ecommerce ecosystem and the rise of operating leverage * 15:54 — Building ecommerce operations teams: generalists vs. specialists * 19:13 — Leadership philosophy: humility, culture, and leading from the front * 21:12 — Introducing Roger AI: closing the fulfillment-to-customer-service gap * 23:36 — Closing thoughts: the value of a true ecommerce partner

Building More Resilient Fulfillment | Kara Strasser, VP of Supply Chain at Made In

Scaling a premium kitchenware brand means building resilient fulfillment—and that requires an omnichannel fulfillment strategy built for flexibility, not just volume. In this episode, Kara Strasser, VP of Supply Chain at Made In, shares how Made In Cookware outgrew a rigid 3PL relationship that was designed for ecommerce only, and why the ability to service wholesale, EDI, foodservice, and DTC channels from a single, adaptable system became a business necessity. Kara also pulls back the curtain on Made In's hybrid fulfillment model—combining an owned warehouse in Texas with Flowspace’s warehouse coverage— and how consolidating into one system drove a 30%+ increase in throughput, cut onboarding time in half, and eliminated the manual chaos of managing disconnected platforms.  Key Takeaways * Rigid 3PL contracts can become a liability as your channel mix evolves * Omnichannel fulfillment requires optionality; avoid being locked into a single-source partner * Data visibility is the foundation of supply chain agility * A hybrid owned + 3PL model gives brands a real-world testing ground for new processes * Consolidating to one fulfillment system drove 30%+ throughput gains at MadeIn * Onboarding warehouse staff dropped from ~2 days to half a day with the right WMS * AI automation can reclaim 10–20 hrs/week lost to manual, repetitive tasks * Exceptions that start small can quietly become your biggest operational bottleneck Chapters 00:00 - Introduction: Ben Eachus introduces Kara Strasser and the topic of scaling fulfillment. 01:00 - Career Path: Strasser discusses her background in engineering and consulting before joining MadeIn. 05:05 - Staying Nimble: Strategies for maintaining flexibility through data and partner optionality. 07:49 - Scaling Challenges: Recognizing when manual exceptions begin to break core operational workflows. 10:43 - Moving to Flowspace: The transition from a rigid 3PL contract to an adaptable, multi-channel software solution. 13:59 - Owned Operations: The strategic value of MadeIn's Texas warehouse for quality and process control. 19:14 - Efficiency Gains: Achieving a 30% throughput increase and faster employee onboarding via new software. 23:04 - AI and Future Focus: Using AI to replace manual data entry and planning for future growth. 26:44 - Conclusion: Final thoughts on the importance of true partnership in supply chain scaling.

Turning Consumer Insight Into Ventures | David VanHimbergen, VP of Innovation & DTC at Glanbia

Ben Eachus, CEO of Flowspace, sits down with DTC leader David Van Himberen to unpack what it takes to build modern consumer brands. Drawing on experience from Procter & Gamble’s Tide Spin to high-growth nutrition and sustainability brands, David shares how lower barriers to entry, faster innovation cycles, and modern fulfillment have reshaped the CPG landscape. They discuss why consumer obsession matters, how leaders can make smart decisions with limited resources, and where emerging trends like protein, sports nutrition, and the microbiome are creating new opportunities for growth. Key takeaways * Stay relentlessly consumer-focused. When decisions drift away from real customer needs, the business can quickly lose its footing. * Work around limited resources by relying on strong intuition and focused sample sizes when large datasets and research teams are out of reach. * In early-stage companies, leaders need to think holistically, balancing everything from marketing to production to working capital. * Agility matters. Teams need to solve the most urgent gaps while staying flexible enough to pursue new opportunities. * Barriers to entry are lower than ever. Digital tools, co-manufacturing, and social media have made it easier for new brands to launch without traditional retail gatekeepers. * Innovation has to move faster. In a fragmented market, staying ahead requires iteration, speed, and a higher tolerance for risk. * Modern supply chains can be a growth enabler, helping small teams operate like omnichannel brands with fast delivery expectations. * Integrated technology helps brands spot new capabilities and emerging health trends faster, creating stronger purpose and differentiation. Chapters 00:00 – Introduction 01:12 – Career Foundations and the Birth of Tide Spin 07:05 – Core Principles of Innovation 08:53 – Operating with Resource Constraints 11:42 – The Value of Holistic Leadership 15:42 – The Evolving CPG Landscape 20:11 – Future Opportunities in Nutrition and Tech 24:54 – Supply Chain as a Growth Enabler To find out more about Flowspace, visit us at ⁠⁠www.flow.space⁠⁠ [https://flow.space/].

On Building the Systems Behind Ecommerce Operations | Rebecca Densmore, Ops + CX Leader of Babylist

Rebecca Densmore shares lessons from building and scaling ecommerce operations across direct-to-consumer (DTC) and wholesale channels. She explains how brands can create the operational infrastructure needed for growth—from order management systems to cross-functional collaboration across sales, marketing, finance, and fulfillment teams. Rebecca also discusses the challenges of expanding into wholesale, why technology alone doesn’t solve ecommerce operations problems, and how clear processes and business rules enable teams to scale efficiently. She also explores how automation and AI-driven insights are beginning to reshape ecommerce operations, improving visibility, speed, and customer experience across modern supply chains. Key Takeaways * Cross-functional collaboration is essential when building ecommerce operations systems to ensure alignment across sales, marketing, finance, and fulfillment teams. * Technology alone doesn’t drive operational success—clear processes, infrastructure, and business rules are what make systems effective. * Expanding from DTC into wholesale requires both operational changes and a cultural shift across teams. * Early, transparent communication across departments is key to successful system adoption and shared ownership. * The future of supply chain and ecommerce operations will combine automation and AI-driven insights to improve speed, efficiency, and customer experience. Chapters 00:00 Introduction to Ecommerce Operations and Supply Chain 02:48 Rebecca Densmore’s Journey into Operations 05:46 The Intersection of Operations and Customer Experience 08:05 Navigating Wholesale Expansion Challenges 10:55 Building Infrastructure for Wholesale Success 13:21 The Role of Order Management Systems in Ecommerce Operations 16:09 Implementing Systems and Gaining Cross-Team Buy-In

Growth, Systems, and Scaling | Casey Plachek, VP of Operations at Hiya

Summary Ben Eachus and Casey Plachek discuss the intricacies of supply chain management, exploring Casey's journey from marketing aspirations to becoming a supply chain expert. They delve into the challenges of scaling operations, the importance of vendor relationships, and the complexities of international expansion. The conversation also highlights the future of automation in supply chains and the critical considerations for brands looking to transition from direct-to-consumer to retail. Casey shares insights on team dynamics, compliance, and the evolving landscape of consumer expectations, particularly with the rise of Gen Z. Takeaways * Casey initially aimed for a career in marketing but found her passion in supply chain. * Supply chain combines critical thinking, analytics, and problem-solving. * Hands-on experience in production provides valuable insights for scaling operations. * Understanding vendor relationships is crucial for success in supply chain management. * International expansion requires thorough research and compliance with local regulations. * Automation is the future of supply chain efficiency and cost reduction. * DTC brands must differentiate their products for retail compliance. * Hiring the right team is essential for successful retail expansion. * Consumer behavior is shifting, especially with Gen Z's focus on sustainability. * The landscape of supply chain tools is evolving, with a need for better integration. Chapters 00:00 Introduction to Supply Chain Operations 02:38 Casey's Journey in Supply Chain 05:21 Consulting and Building Supply Chains 08:12 The Transition to Small Business Consulting 10:41 Lessons Learned from Mentorship 13:31 Navigating Vendor Relationships 16:04 The Importance of Realistic Forecasting 18:44 Navigating International Expansion 24:18 Transitioning from DTC to Retail 28:15 Embracing Automation and Future Trends 35:27 Personal Milestones and Future Aspirations To find out more about Flowspace, visit us at ⁠www.flow.space⁠ [https://flow.space/].