Director of Fulfillment and Operations

Maev•Austin, TX

About The Position

The Director of Fulfillment & Operations will be responsible for leading Maev's end-to-end fulfillment strategy and execution across all channels, including DTC (frozen and ambient), Amazon and Chewy. You will be responsible the performance of our fulfillment network, 3PL relationships, operational KPIs, and the systems and processes that enable a best-in-class customer experience while supporting profitable growth. You will play a critical leadership role in building a scalable fulfillment organization that balances customer experience, operational excellence, and financial performance. This role partners closely with Customer Experience, Finance, Planning, Marketing and Sales to ensure the right inventory is in the right place, orders are fulfilled accurately and on time, and our fulfillment strategy evolves alongside the business. Our ideal candidate is an experienced operator who thrives in high-growth environments and enjoys solving complex operational challenges. You are highly analytical, customer-obsessed, and commercially minded, with the ability to translate operational decisions into measurable business outcomes. You build strong relationships with both internal stakeholders and external partners, hold teams accountable to high standards, and are energized by creating scalable systems that drive continuous improvement.

Requirements

Bachelor's degree preferred, in Supply Chain, Operations, Business, or a related field
7+ years of progressive experience in fulfillment, supply chain, logistics, or operations, including experience leading complex operational functions
Experience managing third-party logistics (3PL) providers, fulfillment center operations, and carrier relationships
Experience within CPG, food & beverage, subscription, or temperature-controlled supply chains strongly preferred
Experience supporting high-growth DTC and omnichannel businesses, including Amazon and wholesale B&M fulfillment
Proven track record identifying operational improvements, reducing costs, and building scalable fulfillment processes
Strong financial acumen with experience managing budgets, forecasting costs, and partnering with Finance on margin optimization
Demonstrated ability to influence and collaborate across cross-functional teams including Customer Experience, Planning, Sales, and Finance
Strong analytical and problem-solving skills with the ability to leverage data to drive operational decisions
Advanced proficiency in Excel and experience working with OMS, WMS, and inventory management systems
Excellent communication, organizational, and project management skills with the ability to influence stakeholders at all levels
Strong work ethic, intellectual curiosity, ownership mentality, and commitment to continuous improvement
You are analytical and a creative problem solver by nature.
You embody ownership and execution at all levels.
You are energized by difficult and ambiguous problem spaces.
You take on obstacles with determination and excitement.
You pride yourself on personally making an impact on a business’ trajectory.
Your past employers and teammates will say, “[insert your name] will be the most impactful hire you ever make.”
You can manage up and self identify
Lastly, and most importantly, you are insatiably curious, kind and empathic. Your worldview is not insular, but expansive. You are ready to do something meaningful and impactful. And above all, you love to learn and get things done.

Responsibilities

Ownership of the end-to-end fulfillment strategy across all channels, including DTC (frozen and ambient), Amazon, Chewy, and Wholesale
Develop and execute the long-term fulfillment network roadmap, including 3PL strategy, warehouse footprint, inventory flow, freight optimization, and capacity planning
Identify and implement cost savings and operational improvements that enhance service levels while improving margin in partnership with your direct report(s)
Lead contract negotiations and strategic business reviews with fulfillment, transportation, and logistics partners in partnership with your direct report(s)
Establish scalable operating procedures, SLAs, and governance models that support Maev's continued growth in partnership with your direct report(s)
Evaluate and implement automation, systems, and process improvements that reduce manual work and improve operational efficiency in partnership with your direct report(s)
Develop contingency plans to mitigate fulfillment disruptions, inventory constraints, and peak volume challenges
Serve as the primary leader and escalation point for all fulfillment operations, ensuring alignment across Supply Chain, Customer Experience, Finance, Planning, Commercial, and Technology
Partner closely with Customer Experience to identify fulfillment-related drivers of customer satisfaction, subscriber retention, and churn, translating operational insights into measurable customer improvements
Collaborate with Planning and Inventory teams to optimize inventory positioning, demand forecasting, replenishment strategies, and SKU availability across all channels
Partner with Finance to own fulfillment budgets, cost forecasting, margin analysis, and investment decisions that improve long-term profitability
Support Commercial teams by ensuring fulfillment capabilities align with product launches, promotions, marketplace growth, and wholesale expansion
Build strong, trust-based partnerships with external fulfillment providers while holding partners accountable to performance expectations
Define, monitor, and continuously improve operational KPIs across fulfillment, transportation, inventory, cost, and customer experience
Build executive reporting and dashboards that provide visibility into network performance, SLA attainment, fulfillment costs, inventory health, and operational risks
Analyze trends across shipping costs, order accuracy, delivery performance, customer feedback, and operational performance to identify opportunities for continuous improvement
Develop financial models and business cases that support network optimization, automation investments, and strategic operational initiatives
Provide regular operational updates and recommendations to executive leadership, proactively surfacing risks, opportunities, and mitigation plans
Provide operational leadership across the fulfillment function, driving accountability, continuous improvement, and executional excellence across internal and external partners
Manage and develop your team, including a Senior Manager of Fulfillment, to achieve their career objectives and the overall business goals
Manage and optimize third-party operational resources while identifying opportunities to expand organizational capability as the business scales
Build scalable operating rhythms, processes, documentation, and playbooks that strengthen the fulfillment organization's ability to support future growth
Partner cross-functionally to align priorities, influence decision-making, and drive operational excellence across Customer Experience, Planning, Finance, Commercial, and Supply Chain
Champion a culture of customer obsession, data-driven decision making, ownership, and continuous improvement throughout the fulfillment organization