Framebridge hires a Zappos veteran to manage operations
December 14, 2015 06:00 AM
An online and mobile custom framing retailer is turning to a Zappos veteran to help improve its fulfillment processes.
Framebridge has hired Anthony Vicars to be its vice president of operations. Vicars started in October to focus on preparing operations to handle the holiday shopping rush, according to Framebridge, which did not announce his appointment until Wednesday.
Vicars comes to Framebridge from custom apparel online retailer Teespring, where he was vice president of operations and customer service. He had previously spent more than seven years with Amazon.com Inc.’s online shoe retailer Zappos. Amazon is No. 1 in the Internet Retailer 2015 Top 500 Guide.
In an interview for a separate story late last month, Vicars talked with Internet Retailer about the opportunity in front of him at Framebridge.
“What makes our business unique is we don’t have any inventory from a traditional standpoint,” he says. “We have the parts that we need to assemble a frame but we don’t have inventory in the traditional sense. Long term, we’d be able to have multiple sites and be able to leverage those sites from a seasonality standpoint.”
One of the ways he and his team will aim to improve the company’s fulfillment operations is by actively working with customers to find out what’s successful and then sharing that information directly with the warehouse staff.
“We’re going back to [customers’] ‘frown’ emails which point out what we can do better and what process changes need to happen to improve quality,” he says. “We’re also communicating positive feedback so they can see what kind of an impact they make on the customers. These teams produce the frames, the acrylic, the art, and everyone understands that in order for us to complete one frame, everyone had to do something.”
For more on what online retailers are doing to improve labor management in their fulfillment centers, check out the January edition of Internet Retailer magazine.