Director, Fulfillment

The RealReal•Phoenix, AZ

13d•$160,000 - $175,000

About The Position

The Director of Fulfillment is responsible for leading outbound operations across The RealReal’s Authentication Center, overseeing a workforce of 150–300 associates through a team of operational leaders. Reporting to the Vice President of Outbound Operations, this role owns performance across throughput, cost, quality, service levels, and employee engagement. This position is accountable for delivering operational results in a high-volume, fast-paced environment while managing labor strategy, capacity planning, and continuous improvement initiatives. The Director partners cross-functionally across Operations, Customer Experience, Ops-Excellence, Quality, Finance, HR, and Technology to ensure scalable, efficient, and customer-focused fulfillment performance. This is a leadership position that requires a combination of focus and flexibility, as well as a willingness to play an active role in the management of our overall processing network . The role requires strong emotional intelligence, a willingness to serve and an understanding of how to drive effectiveness and efficiency at scale. This person should feel comfortable with change and collaboration with multiple cross matrixed team This role is ideal for a hands-on leader who thrives in a dynamic environment and is passionate about building high-performing teams while driving operational excellence at scale.

Requirements

10+ years of fulfillment experience preferably within an e-commerce company (pick, pack, ship).
5+ years of experience managing a large team of diverse employees, preferably a non-exempt workforce.
Experience in workforce planning and scheduling is required.
Interest in working in a fast-paced, cross-functional team environment setting.
Strong leadership abilities in managing and developing a high-performing team.
Strong communication skills with a focus on being clear, simple, and direct.
Excellent business judgment, strong fact-based decision-making, problem-solving ability, and a practical sense of drawing the right conclusion.
Willingness to continuously improve, develop, understand industry best practices, and desire to stay ahead of the curve.
Demonstrated ability to learn and master a back-end fulfillment software application.
Ability to travel 25%

Nice To Haves

Lean Six Sigma certifications is a plus
Bi-lingual or conversational in Spanish is plus

Responsibilities

Lead and develop a high-performing, engaged fulfillment organization focused on safety, accountability, and continuous improvement.
Drive operational execution to achieve throughput, quality, on-time shipping, and cost targets.
Own daily and weekly performance results across productivity, service levels, and labor efficiency.
Develop and execute labor planning and staffing strategies aligned to forecasted volume and peak demand.
Use KPIs and financial insights to identify trends, drive corrective actions, and deliver sustained performance
Lead implementation of new technology, automation, and process transformation through effective change management.
Establish clear performance standards; coach and develop leaders to build bench strength and succession readiness.
Partner cross-functionally to ensure customer and consignor expectations are consistently exceeded.
Continuously improve processes to enhance operational flow, engagement, and business outcomes.
Operate with strong strategic and tactical leadership to deliver scalable, long-term results.