High-Impact Interim CEO Needed (ZapWrap)

ZapWrap has reached an exciting yet demanding inflection point. While the brand continues to resonate with tech-savvy, design-driven customers, day-to-day execution needs sharper focus before we hit our next growth sprint. I’m seeking an Interim CEO who can quickly stabilize our operation, starting with a thorough streamlining of customer service processes. That single area creates the loudest friction in our funnel, drives avoidable returns, and ultimately drags on revenue and margin.

In your first weeks I expect you to map the full support journey, tighten SLAs, and implement tooling or staffing changes that reduce ticket resolution time and improve first-contact satisfaction. From that foundation, you’ll be free to work through adjacent operational kinks—inventory signals, supply chain hand-offs, and team structure—so each function feeds clean data into our DTC engine.

With stability underway, the mandate widens to revenue work:
• Lift conversion rate, AOV, and retention through onsite CRO, smarter merchandising, and post-purchase communication flows (Klaviyo, Attentive, or similar).
• Push gross margins upward by renegotiating key vendor terms, optimizing packaging costs, and trimming paid-media CAC across Meta, TikTok, and Google Shopping.
• Build a 12-month roadmap that readies the company for permanent leadership—clear KPIs, org chart recommendations, and cash-flow forecasts included.

You’ll have access to Shopify Plus, Gorgias, NetSuite, and our current creative pipeline; feel free to introduce other tools if they accelerate results. Success will be measured by improved CSAT, a meaningfully higher net contribution margin, and documented playbooks the incoming CEO can activate on day one.

If you can hit the ground running, instill operational calm, and prime ZapWrap for breakout growth, I’d love to hear how you would tackle week one through month three.