Available May 2026 · Sr / Manager ops roles · Remote US · Replying within a day
Now — April 2026

I work with scaling organizations to build the operational infrastructure they need but haven't built yet.

Quality systems, returns programs, supplier onboarding, product lifecycle management, replacement parts. For the last 8 years I've done this across ecommerce and CPG at Wayfair, Walker Edison, and Twin-Star International, and through my own consulting firm. I'm looking for a high-impact role at a scaling company where operational excellence actually matters.

→ a little more about me
§ Work Things I've built

Three examples of work I'm proud of.

No. 01 Walker Edison · 2024

A quality intelligence system that reads customer tickets and finds the defect.

Walker Edison had post-delivery incident rates running around 9.5%. The data existed. It was fragmented across Zendesk, Gorgias, marketplace review feeds, and a dozen spreadsheets. Nobody had connected it.

So I built the thing that connected it. It ingests marketplace data (returns, incidents, reviews, customer tickets) and runs it through a custom-made language model that classifies sentiment and product-level failure modes. It surfaces which SKUs are failing, where in the experience they're failing, and what the customer actually said about it. From there it drives supplier corrective action, containment, customer outreach, and flags potential recall risk before it becomes a recall.

System · rough shape SOURCES MODEL OUTPUTS Zendesk Gorgias Reviews Returns Tickets sentiment + failure-mode classifier supplier CAPA containment CS outreach recall risk flag ↑ the part that does the work fragmented, messy, human action, not dashboards

Incident rate dropped from 9.5% → 4.5%. CSAT moved from 2.4 → 3.8. High-cost resolutions fell from 60% → 34%. The part I'm proudest of isn't the numbers. It's that an ops team can now answer "why are customers returning this SKU?" in minutes instead of weeks.

No. 02 Walker Edison → Twin-Star · 2022 – 2026

A replacement parts program, built from scratch.

Customers with a defective component had exactly one option. Return the whole product. Expensive for the company, slow for the customer, wasteful for everyone.

I built the program from scratch. Parts taxonomy. Factory-direct sourcing across China, Vietnam, and Brazil. CS workflow integration so agents could offer parts without escalating. Executive reporting so leadership could see the cost curve. Alignment across Product, CS, Operations, and Sourcing, which was most of the work.

The program returned $5M+ in savings since 2024 and was adopted as the unified warranty program across Twin-Star post-acquisition, with board-level cost approval.

Flow · before / after BEFORE AFTER defect return whole product refund + waste defect ship part, no RMA fixed + retained factory-direct · CS integrated · 4 teams aligned
Most of the work wasn't the taxonomy or the sourcing. It was getting four teams to agree that a part could ship without an RMA. Then working with our Retail Partners to ensure processes existed to enable this workflow for our mutual customers.
No. 03 Marketplace Intelligence Services · founder

A consulting practice, on the side.

A boutique consulting practice I built to tackle a specific problem: the revenue that furniture manufacturers lose inside marketplaces like Amazon and Wayfair and never recover. Retainer-based engagements, proprietary analytics tooling, and a custom CRM I built myself to run the operation.

Dashboard · recovery view client · Q1 recovery LOST REV $412k RECOVERED $268k OPEN CASES 37 TOP LEAK buy box loss · SKU-8812 RECOVERY OVER TIME W1 W3 W5 W7 W9 W12 ← buy box reclaim kicks in

Most ops people manage systems other people built. I wanted to see if I could build the whole thing from scratch. Turns out I could.

§ Arc Where I've been
2026 – present
Marketplace Intelligence Services // in parallel
Founder · consulting, on the side
Retainer engagements w/ furniture manufacturers recovering marketplace revenue. Built the analytics stack and CRM myself.
Remote
2022 – 2026
Walker Edison / Twin-Star
Quality Specialist → Quality Systems PM → Manager, Quality Systems (Projects & Integration)
Owned post-delivery quality for a $250M+ ecomm furniture business. Built the replacement parts program ($5M+ saved) and the AI defect-intelligence system. Led integration quality post Twin-Star acquisition.
Remote
2018 – 2022
Wayfair
Analyst → Ops Team Lead → Associate Ops Manager
Led claims recovery (team of 12, US and offshore) and then CastleGate supplier integrations (team of 8 across the US) supporting 25K+ active suppliers.
Utah
2018
KBR
Quality Analyst, OpEx
Process improvement and CAPA on defense-logistics contracts at Hill AFB.
Hill AFB
2015 – 2018
Honeywell / KBR
Operations Coordinator I / II
Defense logistics at Hill AFB. First place I learned that every "small process miss" eventually costs someone real money.
Hill AFB

Also: Lean Six Sigma Green Belt, RCA (5 Whys, Pareto), CAPA, ISO 9001, SQL, Looker, Power BI, EDI/API, Zendesk, Gorgias, NetSuite. Most of these I learned because a problem required them.

§ Beliefs How I think about ops
  1. 01

    Most process problems are alignment problems wearing a costume. Start by figuring out who disagrees, not what's broken.

  2. 02

    A dashboard is not a strategy. If the chart doesn't tell someone what to do, it's decoration.

  3. 03

    Build the thing, then write the SOP. Writing the SOP first produces SOPs nobody follows.

  4. 04

    The best ops work is boring from the outside: quietly, a number goes down and stays down.

§ Talk Get in touch
Aaron Cunningham hi — that's me

If you're building something that needs operational infrastructure, I'd like to hear about it.

Emailaaron@aaronsc.works
LinkedInlinkedin.com/in/aaron-scott-c
BasedOrange County, CA

I read everything. If you email me and I don't reply within a day, my inbox is probably broken, try LinkedIn.