Director of Fulfillment

CSC Generation•Christiansburg, VA

About The Position

At Backcountry, our mission is to connect people to their passions. Our four online stores—Backcountry, Competitive Cyclist, MotoSport and, SteepandCheap—aim to supply our customers with the gear, knowledge, and inspiration necessary to get out there and chase down life’s greatest moments. We do this by providing the biggest and best assortment of premium outdoor products, superior shopping experience, personalized Gearhead expertise, lightning-fast and accurate fulfillment, and inspirational, informative, and community-centered content. A senior operations leader responsible for delivering fast, accurate, and reliable fulfillment while building a high-performing, people-first culture. This role partners cross-functionally to align fulfillment strategy with business goals, leverages innovation and AI to continuously improve operations, and plays a critical role in bringing Backcountry’s mission to life by connecting customers to their passions through exceptional service. This position will report into the Sr. Director Operations. What you get to do: LEADERSHIP: Reports to the Sr. Director of Operations and is responsible for all aspects related to Fulfillment Center operations Drive a culture of continuous improvement and innovation by empowering leaders at all levels to test and adopt new technologies (including AI), tools, and process optimizations Partner cross-functionally (e.g., IT, Supply Chain, Finance, and Customer Experience) to ensure fulfillment operations align with evolving strategic objectives Build, coach and develop a strong, customer focused, accountable, leadership team Focus on efficient, safe and accurate order fulfillment for online customers as well as retail stores Responsible for the mentoring, coaching, development and retention of all fulfillment center employees Build and maintain a culture of excellence and accountability for all associates, including a push to be known as the employer of choice in the Christiansburg and surrounding areas Communicate company objectives/initiatives to fulfillment center employees including periodic updates on progress or changes Champion an AI-first approach to fulfillment; identify steps in core processes/teams where AI can improve speed/quality, and implement solutions to improve workflows and reduce waste FINANCIAL: Work closely with business partners to develop departmental budgets and goals and implement plans to hit or exceed them Lead initiatives to increase productivity per labor hour and reduce cost per shipped unit without compromising quality or safety Maintain and improve fulfillment KPIs and dashboards that visualize performance across departments in real time to provide employees with data-based feedback on their performance Partner with Sr. Director or operations, Engineering and Finance to identify and negotiate cost-saving opportunities across the fulfillment ecosystem (packaging, carriers, automation contracts, etc.) Improve labor staffing models by department with KPIs and plans to execute Responsible for inventory accuracy, reporting, cycle counting, unit adjustments and integrity throughout all fulfillment processes Manage, monitor and respond to P&L for Virginia fulfillment center operations OPERATIONS: Ensure operational conveyor & automation is monitored and maintained and that all building maintenance is kept up, including the grounds Ensure work schedules meet customer demand and sales receipt & order volume forecasts Identify process improvement opportunities and develop solutions Support selection and integration of automation Participate in and propose engaging employee events & activities Manage in-house maintenance team to support all mechanical, electrical, forklift fleet, facility and grounds needs Support supplier and vendor relations and contract negotiations as it relates to fulfillment What you bring: Bachelor’s Degree in a business-related field, master's degree preferred, or equivalent work experience 10+ years of management experience working in either an operations, warehouse, or fulfillment setting with ecommerce experience highly preferred Demonstrated success in building high-performance cultures with low turnover and high employee engagement scores Experience using and implementing process improvement practices (lean, six sigma, etc) Proficient in Microsoft Office applications Experience in Planning/Project Management preferred Experience leading a larger warehouse/fulfillment center (200k+ square feet) Experience leading a facility of 200+ personnel across a multiple shift, seven day per week operation, including department managers, supervisors, floor leads, and floor associates Experience leveraging AI to simply processes, automate workflows, improve reporting, etc. What’s in it for you? Joining Backcountry isn’t just about having a seat at the table—it’s about helping redesign the table entirely. You’ll be challenged, stretched, and supported as you grow faster than you thought possible. In addition to competitive compensation, we offer: Executive Access: Work directly with brand CEOs and senior leadership, solving real business problems and earning mentorship from top operators. AI-First Skill Building: Get hands-on with the most advanced AI tools in the market. From automation to prompt engineering, you’ll build a modern tech stack that sets you apart in any industry. Accelerated Career Path: High performers are quickly entrusted with greater responsibility, new challenges, and leadership opportunities across our portfolio of brands. Competitive benefits: Paid time off policies, 401(k)/RRSP match, medical/dental/vision and a variety of supplemental policies, and employee discounts at our portfolio companies Our interview process: 📞 Step 1: If you align with our vision and meet the qualifications, we’ll reach out to schedule a conversation and introduce Backcountry. 🧠 Step 2: You’ll complete a short AI or product-building challenge so we can understand how you approach problems and execution. 💬 Step 3: Participate in deep-dive interviews with Backcountry leadership focused on your experience, product mindset, and operational thinking. 📩 Step 4: Offer. We’ll move fast for the right candidate. The CSC family of brands provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, provincial, state or local laws. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Washington state applicants only: If you believe that this job posting does not comply with applicable Washington state law, please notify us by sending an email to [email protected] . It is unlawful in Massachusetts to require or administer a lie-detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. The CSC family of brands is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact [email protected] . We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Requirements

Bachelor’s Degree in a business-related field, master's degree preferred, or equivalent work experience
10+ years of management experience working in either an operations, warehouse, or fulfillment setting with ecommerce experience highly preferred
Demonstrated success in building high-performance cultures with low turnover and high employee engagement scores
Experience using and implementing process improvement practices (lean, six sigma, etc)
Proficient in Microsoft Office applications
Experience in Planning/Project Management preferred
Experience leading a larger warehouse/fulfillment center (200k+ square feet)
Experience leading a facility of 200+ personnel across a multiple shift, seven day per week operation, including department managers, supervisors, floor leads, and floor associates
Experience leveraging AI to simply processes, automate workflows, improve reporting, etc.

Responsibilities

Responsible for all aspects related to Fulfillment Center operations
Drive a culture of continuous improvement and innovation by empowering leaders at all levels to test and adopt new technologies (including AI), tools, and process optimizations
Partner cross-functionally (e.g., IT, Supply Chain, Finance, and Customer Experience) to ensure fulfillment operations align with evolving strategic objectives
Build, coach and develop a strong, customer focused, accountable, leadership team
Focus on efficient, safe and accurate order fulfillment for online customers as well as retail stores
Responsible for the mentoring, coaching, development and retention of all fulfillment center employees
Build and maintain a culture of excellence and accountability for all associates, including a push to be known as the employer of choice in the Christiansburg and surrounding areas
Communicate company objectives/initiatives to fulfillment center employees including periodic updates on progress or changes
Champion an AI-first approach to fulfillment; identify steps in core processes/teams where AI can improve speed/quality, and implement solutions to improve workflows and reduce waste
Work closely with business partners to develop departmental budgets and goals and implement plans to hit or exceed them
Lead initiatives to increase productivity per labor hour and reduce cost per shipped unit without compromising quality or safety
Maintain and improve fulfillment KPIs and dashboards that visualize performance across departments in real time to provide employees with data-based feedback on their performance
Partner with Sr. Director or operations, Engineering and Finance to identify and negotiate cost-saving opportunities across the fulfillment ecosystem (packaging, carriers, automation contracts, etc.)
Improve labor staffing models by department with KPIs and plans to execute
Responsible for inventory accuracy, reporting, cycle counting, unit adjustments and integrity throughout all fulfillment processes
Manage, monitor and respond to P&L for Virginia fulfillment center operations
Ensure operational conveyor & automation is monitored and maintained and that all building maintenance is kept up, including the grounds
Ensure work schedules meet customer demand and sales receipt & order volume forecasts
Identify process improvement opportunities and develop solutions
Support selection and integration of automation
Participate in and propose engaging employee events & activities
Manage in-house maintenance team to support all mechanical, electrical, forklift fleet, facility and grounds needs
Support supplier and vendor relations and contract negotiations as it relates to fulfillment