Brand Operations Lead, Fulfillment

Faire•New York City, NY

3d•Hybrid

About The Position

We're looking for a senior operator to own how brand onboarding works for Fulfilled by Faire (FbF), not just how individual brands get live. Our specialist team runs brands from commitment to activation today. This role sits above that. You'll own the program itself: the KPIs, the dashboard that tells us whether onboarding is healthy, and the roadmap that fixes what keeps breaking. FbF is scaling from roughly 1% to 20% of GMV. Onboarding cannot be the thing that breaks on the way there. Your job is to make sure it doesn't, by building leverage rather than absorbing volume. You'll also set the bar for the specialist team. You'll write the playbooks, coach people on root-cause rigor and brand communication, and raise the standard around you. This is a senior IC role with no direct reports. Your influence comes from judgment, evidence and follow-through. Expect 20-25% travel to our fulfillment nodes, and warehouse partners.

Requirements

3+ years in client facing fulfillment operations, seller onboarding, marketplace operations, or a related field
Hands-on experience with physical goods fulfillment and warehousing, ideally in a 3PL setting
Ownership of an operational KPI you personally moved
Experience defining metrics and building your own reporting
Track record of resolving ambiguous problems independently and driving cross-functional work to closure through influence rather than authority
Structured root cause analysis, and the judgment to tell a symptomatic fix from a structural one
Experience working directly with brands, merchants or partners across seniority levels
Strong communication, including taking operational complexity to a leadership audience without losing fidelity

Nice To Haves

Scaled a marketplace or seller onboarding program through a step change in volume
Stood up operations at a new 3PL node or fulfillment center
Working knowledge of WMS/OMS and how configuration shows up on the floor
Designed or launched a self-serve or automated flow that removed manual steps
Owned an SOP library or enablement program
Comfort using AI tooling to compress analysis, documentation etc.
Prior online marketplace experience

Responsibilities

Own the onboarding system
Own the end-to-end onboarding experience for brands joining FbF, from commitment through activation and post-launch stabilization
Be accountable for the KPIs
Carry a focused portfolio of strategic and at-risk brands yourself while the team handles day-to-day volume
Diagnose ambiguous, high-impact problems independently
Build the measurement layer
Monitor and recommend improvements the FbF onboarding KPI set
Document the definitions with Analytics so the numbers mean the same thing to everyone
Build and maintain the dashboard leadership reads
Run the weekly onboarding operating review
Use the data to see capacity constraints and bottlenecks coming early enough to plan
Drive strategic improvement
Define and sequence a rolling 3-6 month improvement roadmap, prioritized by business impact
Lead complex cross-functional pilots from hypothesis to measured result
Find leverage through automation, self-serve and playbooks so throughput grows faster than headcount
Insist on structural fixes and track corrective actions to verified closure
Own three cross-functional lanes: Product roadmap partnership. Be the named ops counterpart to FbF Product. Write the problem briefs, quantify the impact, and represent onboarding in prioritization. Onboarding enablement and playbooks. Own the SOP library and how new specialists ramp, onboarding enablement, talk track, etc. 3PL and network readiness. Own receiving-standard readiness and the inbound exception playbook as we add nodes, so a new facility can take FbF volume without a bespoke launch.
Raise the bar around you
Personally guide through onboarding our largest (Platinum +) brands
Coach the specialist team on root-cause rigor, brand communication and operational judgment, without direct authority
Run the escalation review and make your standard for closure the team's standard
Communicate at every altitude: floor detail with warehouse partners, executive narrative with leadership, honest updates with brands when things slip