Podcast
OPS Unfiltered
Hosted by Luminous · EN
In e-commerce companies, we often only focus on the revenue milestones, the viral marketing, and the exits.
Operations and the struggles of operators are often forgotten once a company has already achieved success. On the podcast, we interview the scrappy operators behind the scenes that were hacking software together, reacting to a viral marketing push, struggling to deliver for the Q4 rush, dealing with a botched implementation, etc.
12episodes
Episodes
Newest firstAll episodes
Why Shopify Brands Break When They Enter Retail (And How to Fix It)
Apr 2000:45:03Tap to summarizePaul Tittel and Chris Brunelli, founders of Surpass, explains on OPS Unfiltered why Shopify-native brands often break when transitioning from D2C "cowboy" freedom to the rigid, structured world of retail wholesale. They expose the "Copy and Paste Olympics" that plagues brands trying to jerry-rig D2C tech for EDI requirements, leading to costly chargebacks and operational gridlock. By pulling back the curtain on the predatory "Fear, Uncertainty, and Doubt" tactics used by legacy incumbents, Paul and Chris provide a roadmap for seven-figure brands to automate their wholesale distribution using modern architecture. Meet Paul Tittel Paul Tittel is the Founder of Surpass and a veteran supply chain strategist who has spent his career navigating the complexities of procurement and logistics. After identifying a massive gap in how CPG and manufacturing brands handle wholesale data, he launched Surpass to replace manual "web forms" and legacy tech debt with modern, automated architecture. Paul’s mission is to make EDI portable and transparent, helping brands move away from restrictive incumbents and toward resilient, scalable systems of record.Meet Chris BrunelliChris Brunelli is the Co-Founder of Surpass and a "sales ninja" with over 25 years of experience in the EDI and go-to-market space. He specializes in helping high-growth brands navigate the high-stakes world of retail distribution, exposing the misinformation and predatory contracts that often trap emerging founders. Chris is an advocate for "tech-first" fulfillment, empowering brands to leverage modern tools and AI to compete head-to-head with legacy giants.
Transcribe →The Shopify App That Eliminated 3,000 Monthly Support Tickets Overnight
Mar 3000:40:15Tap to summarizeJared Ward sits down with Hamish McKay, the 23-year-old CEO of OrderEditing.com, to discuss how 1,400+ brands are automating the "messy" post-checkout experience. Hamish explains the specific 15-minute window after a customer hits "buy" where brands either lose thousands to support tickets or gain thousands in net new revenue. They dive into the controversial debate over self-service cancellations, the "prisoner's dilemma" of fundraising, and why some $40M brands are out-profiting $100M giants by keeping their tech stacks and teams intentionally lean. Whether you’re trying to scale to nine figures or engineer a high-profit exit, this conversation provides a tactical look at the future of CX and "building in public" to dominate a niche.Meet Hamish McKayHamish McKay is the Co-Founder and CEO of OrderEditing.com, a Shopify powerhouse currently processing seven figures in annual revenue for over 1,400 brands, including 10% of the world's nine-figure Shopify stores. At just 23, Hamish has pioneered the "self-service order editing" category, helping global leaders like Hexclad and Meshki slash support tickets by 15% while simultaneously boosting AOV through post-purchase "remorse period" upsells. A staunch advocate for "life engineering" and building in public, Hamish manages his global team while on a world tour, proving that high-growth tech doesn't always require massive VC dilution or a bloated headcount.
Transcribe →Brands Went Bankrupt Because of THIS
Mar 1000:41:03Tap to summarizeJared Ward and Blair Forrest (AMZ Prep), break down the logistical failures of the "messiest Q4" in Amazon's history, where oversold AWD capabilities and frozen inventory led to massive losses and even bankruptcies. They talk about the "prisoner’s dilemma" of placement fees versus freight costs, revealing how floor loading and consolidation can slash shipping prices while maintaining a 2-day Prime experience. By exploring why omnichannel brands must move toward a centralized "cockpit" view of inventory, this conversation provides a tactical playbook for high-volume operators who need to diversify their risk and keep their supply chain from becoming a "death spiral."Meet Blair ForrestBlair Forrest is the CEO and founder of AMZ Prep, a logistics powerhouse that pioneered the "prep center" industry by automating the complex workflows of Amazon FBA. Transitioning from a manual Google Sheets environment to a proprietary technology-driven operation, Blair has scaled AMZ Prep into a global omnichannel partner supporting brands like 8 Sleep and Winland Foods across the US, Canada, Europe, and Australia. A vocal advocate for the "operators in the basement," he is known for his gritty, high-touch approach to fulfillment—including famously banning customer service tickets—and his tactical expertise in navigating Amazon’s shifting supply chain, from AWD placement fees to global freight consolidation.
Transcribe →December Luminous Product Update
Feb 2300:05:05Tap to summarizeJared and Billy wrap up 2025 with a massive set of foundational updates for Luminous. In the December Product Update, Jared and Billy reveal:- AI-Generated Automations: Build and test workflows using plain English.- UOM Scan-to-Receive: Support for cartons, sleeves, and multi-packs.- Recoverable Stock Views: See what inventory can be reclaimed from wholesale packs.- Pick-to-Ship Automation: Only release orders to ShipStation once picking is 100% complete.- FIFO & API Upgrades: Import layered cost data and manage BOMs via the API.Stop the manual work and start scaling with Luminous. ✨Meet Jared and BillyJared Ward and Billy Bush are the driving forces behind Luminous, the operations platform built to unify the "dirty" side of ecommerce. As CEO and Founder, Jared brings his experience in grit-filled operations to ensure Luminous replaces rigid legacy software with intuitive, "dead simple" tools like the platform's new AI-powered automation engine. As Head of Product, Billy leads the charge on technical precision, translating complex warehouse needs—like FIFO cost layering and unit-of-measure conversions—into seamless features that give brands total inventory visibility. Together, they host the Luminous Product Update to show founders exactly how to turn their supply chain into a scalable growth engine.
Transcribe →November Luminous Product Update
Feb 200:07:40Tap to summarizeStop clicking and start scanning with major foundational updates for Luminous:Pick and Pack App: A dedicated warehouse tool for tote-ID and scanner workflows.AI-Powered Automations: A revamped UI that lets you build rules in plain English.Scan-to-Receive: Deeper QC for incoming shipments and purchase orders.Quick Assembly/Disassembly: See exactly what’s available to build or recover directly from your stocks grid.Shipment Importer: Drag and drop packing slips to auto-map line items from multiple POs.Streamline your warehouse and automate your busywork. Experience the new Luminous today!Meet Jared and BillyJared Ward and Billy Bush are the leadership duo behind Luminous, an operations-first ERP built to simplify the "dirty" side of e-commerce. As CEO and Founder, Jared brings a "no-fluff" perspective to supply chain management, focusing on replacing legacy systems with intuitive, AI-assisted tools that any operator can use. As Head of Product, Billy translates complex warehouse needs into high-performance features, from advanced API expansions to mobile picking apps. Together, they host the Product Marketing Podcast, where they share a candid, behind-the-scenes look at building the ultimate command center for modern brands.
Transcribe →We Lost HUNDREDS of Units to This Mistake
Jan 700:29:24Tap to summarizeWhat does it really take to build a hormone-safe beauty brand that can survive the move from startup to scale? Paige Hope, CEO of Elan Pure, joins Jared Ward to pull back the curtain on the "no-fluff" operational reality of the skincare industry, including a crystallization crisis that cost the brand hundreds of units. We break down the raw economics of US manufacturing, how to negotiate 3PL labor fees, and why a lean team of contractors often outperforms a bloated payroll. Meet Paige HopePaige Hope is a seasoned entrepreneur who successfully transitioned from the tech world to the forefront of clean beauty. After co-founding the tech platform Current and overseeing its acquisition by Pattern, Paige used her experience advising nine-figure e-commerce brands to launch Elan Pure, a hormone-safe skincare line. Driven by a personal mission to eliminate endocrine disruptors following her sister’s autoimmune diagnosis, Paige spent two years and 16 formulation rounds perfecting a non-toxic, foam-and-lotion hybrid self-tanner. Known for her "gritty," self-funded approach, she favors lean operations and organic community growth, successfully scaling her brand through a massive affiliate network and a dominant presence on TikTok Shop.
Transcribe →October Luminous Product Update
Dec 1600:09:31Tap to summarizeJared Ward and Billy Bush introduce powerful features focused on wholesale management and financial control for the October Product Update: the Wholesale CRM now includes a dedicated "Sales" tab, offering enhanced functionality like Credit Memo sync with QuickBooks and tagging of contacts to customize notification automations. You can now establish parent/child company structures for retail chains and set unique fulfillment priority overrides at the customer level ensuring key accounts receive the exact service they require. Plus, gain more control over costs by distributing duties and tariffs across PO shipments using product tags, and choose to push landed cost directly to Shopify for accurate margin reporting.Meet Jared and BillyJared Ward, Founder and CEO of Luminous, is a former DTC founder and sourcing executive who built the platform to eliminate the operational drag caused by fragmented, manual supply chain workflows. Billy Bush, Head of Product Strategy, complements this vision with a decade of expertise in systems design, ensuring Luminous delivers practical, high-impact tools that bridge the gap between complexity and clarity, ultimately helping multi-warehouse, high-volume ecommerce brands scale efficiently.
Transcribe →September Luminous Product Update
Oct 1600:04:13Tap to summarizeIn this September Product Update, Luminous introduces powerful features focused on financial and fulfillment control. We unveil customizable invoice templates and bi-directional Credit Memo sync with QuickBooks, streamlining wholesale AR management. Plus, learn how to set fulfillment priority preferences by customer, utilize the new Inventory Aging Report for better visibility, and manage all return orders directly within Luminous.Meet Jared & BillyJared Ward, Founder and CEO of Luminous, is a former DTC founder and sourcing executive who built the platform to eliminate the operational drag caused by fragmented, manual supply chain workflows. Billy Bush, Head of Product Strategy, complements this vision with a decade of expertise in systems design, ensuring Luminous delivers practical, high-impact tools that bridge the gap between complexity and clarity, ultimately helping multi-warehouse, high-volume e-commerce brands scale efficiently.
Transcribe →Brands Don’t NEED an ERP! (They Need This Instead)
Oct 701:33:33Tap to summarizeWhat if your ERP is secretly costing you 4X the price? Jon Blair, Free to Grow CFO founder, reveals the true cost and operational drag of the "NetSuite Trap" plaguing $20M+ ecommerce brands. He details the blueprint for right-sizing to a specialized tech stack (IMS + QuickBooks) and a fractional finance engine to slash costs. In this episode, learn how separating your GL from your operations and using cash-led forecasting helps you scale efficiently and avoid Q4 working capital disaster.Meet Jon BlairJon Blair is an ecommerce finance visionary who founded Free to Grow CFO to fill the massive gap between a bookkeeper and a full-time CFO. His firm provides fractional CFO/Controller services, asserting that lean e-commerce brands can achieve nine-figure revenue without a bloated in-house finance team. Jon specializes in solving "upstream" operational problems that cause "downstream" financial issues, focusing on cash-led forecasting and making smarter, risk-adjusted inventory bets.
Transcribe →July/August Luminous Product Update
Sep 2900:16:46Tap to summarizeFinally Solve Multi-Warehouse Chaos.Jared and Billy reveal a mega-update giving high-volume brands absolute control over complex operations. See the new fulfillment order "command center" with wave management, allowing you to cap 3PL orders and manage pre-orders by estimated ship date. Plus, Luminous now automates ASN (future receipt) creation to external WMS systems, eliminating manual Google Sheet reconciliation and ensuring your entire supply chain is synced for seamless scaling.Meet Jared Ward and Billy BushJared Ward is the Founder and CEO of Luminous, driven by firsthand experience in DTC and sourcing to build a single, reliable system for e-commerce operators. His vision is to eliminate the operational drag caused by fragmented supply chain workflows, enabling brands to scale efficiently.Billy Bush serves as the Head of Product at Luminous, focusing on bridging the gap between complexity and clarity. He leverages his expertise in product strategy and systems thinking to ensure Luminous delivers practical, high-impact tools that meet the evolving operations needs of multi-warehouse, high-volume brands.
Transcribe →