Director, Fulfillment

Branded Bills•Tempe, AZ

5d•Onsite

About The Position

Branded Bills is a fast-growing headwear brand headquartered in Tempe, AZ. We design, produce, and deliver custom hats and branded merchandise to wholesale partners and direct consumers across the country. As we scale, our fulfillment operations are central to delivering on our promise of quality product, on time, every time. The Director of Fulfillment is a hands-on operational leader responsible for overseeing all domestic fulfillment activities across wholesale/B2B and DTC/eCommerce channels. Reporting to our Head of Fulfillment, this role owns the end-to-end order fulfillment process from pack, ship, and returns to ensuring accuracy, speed, and an exceptional customer experience at every touchpoint. This is a people-first leadership role for someone who thrives on building high-performing teams, implementing scalable systems, and driving continuous improvement in a fast-paced, growth-stage environment.

Requirements

5+ years of progressive experience in fulfillment, warehouse operations, or supply chain with at least 2 years in a leadership or management role
Proven experience managing both wholesale/B2B and DTC/eCommerce fulfillment operations simultaneously
Experience in apparel, headwear, accessories, or consumer goods with an understanding of the product handling and packaging requirements of the industry
Demonstrated success leading and developing teams in a high-volume, fast-paced fulfillment environment
Strong analytical skills with the ability to interpret operational data, identify trends, and make data-driven decisions
Experience with WMS platforms and order management systems

Nice To Haves

Experience at a growth-stage branded consumer goods or wholesale company
Familiarity with Lean, 5S, or Kaizen methodologies
Track record of leading system implementations or process improvement projects from concept through execution

Responsibilities

Own the end-to-end domestic fulfillment operation across both wholesale/B2B and DTC/eCommerce order channels
Establish and maintain operational standards for receiving, pick/pack, shipping, returns, and quality control
Monitor fulfillment KPIs (order accuracy, on-time shipment, cycle time, cost per order) and drive continuous improvement
Partner with the warehouse and production teams to align capacity planning with demand forecasts and seasonal peaks
Lead root cause analysis on fulfillment errors, chargebacks, or delays; implement corrective action plans
Lead, coach, and develop a fulfillment team including supervisors and associates, fostering a culture of accountability and continuous improvement
Own workforce planning including staffing levels, scheduling, and seasonal flex capacity
Conduct regular performance conversations, set clear goals, and support career development across the fulfillment team
Build a psychologically safe, high-performance team culture aligned with Branded Bills' values
Optimize the use of warehouse management systems (WMS) and other fulfillment technology to improve efficiency and accuracy
Identify opportunities for process automation, layout improvements, and workflow redesign
Partner with IT and operations leadership to evaluate and implement new tools or integrations that support fulfillment scalability
Collaborate closely with Sales, Customer Service, Planning, and Production teams to communicate fulfillment timelines and surface any risks proactively
Serve as the fulfillment subject matter expert in cross-functional planning meetings, seasonal readiness reviews, and new product launches