Fulfillment Operations Manager

HomeServe USA•Norwalk, CT

28d•$91,955 - $122,607•Onsite

About The Position

The Fulfillment Operations Manager is a critical functional role within Fulfillment Operations, reporting to the SR Manager, Fulfillment Operations. This role is responsible for identifying, improving, and developing fulfillment business processes both internally and externally. The Manager serves as the primary point of contact for end-to-end fulfillment management across all assigned utility partners, with accountability for accurate execution of customer communications, regulatory compliance, price increase management, production simplification, and operational automation. The role collaborates cross-functionally with Operations, Marketing, IT, Project Management, Legal, Account Management, and Customer Service to ensure the highest fulfillment standards are met.

Requirements

Bachelor’s degree required
4+ years of experience in an Operations or Marketing role
Demonstrated experience managing price increase projects across customer communications and fulfillment workflows
Experience conducting compliance, underwriter, or fulfillment audits with documented remediation outcomes
Familiarity with call center operations and the ability to develop and deliver agent training materials and reference documentation
Experience with business process automation or RPA platforms; ability to identify, scope, and champion automation opportunities
Ability to work in a fast-paced team environment while maintaining a high degree of accuracy
Proven ability to multi-task and successfully manage multiple concurrent projects
Strong written and verbal communication skills; able to present findings to senior leadership
Self-motivated and performance driven with high attention to detail
Proficient with Microsoft Office Suite — especially Excel and Word; experience with project tracking tools a plus

Responsibilities

Manage end-to-end fulfillment operations for all assigned utility partners, including partner integration, creative setup, proofing, exception handling, and go-live execution, ensuring accuracy across all customer-facing materials and data.
Lead price increase implementations across assigned utility partners, coordinating with Legal, IT, and print vendors to ensure all customer communications are updated and approved prior to mailing.
Identify and implement opportunities to simplify fulfillment processes, reduce manual steps, and standardize setups across partners to improve accuracy and operational efficiency.
Conduct scheduled and ad hoc underwriter audits of fulfillment materials, document findings, and manage all corrections to completion in partnership with Legal and the broader team.
Serve as the primary fulfillment point of contact for the Call Center, facilitating regular agent roundtables, identifying contact trends and root causes, and ensuring agents are equipped with current and accurate reference materials.
Develop and maintain training documentation for internal teams and cross-functional partners to support accurate execution when processes, products, or communications change.
Lead fulfillment’s participation in RPA and automation initiatives by identifying manual processes and validating automated outputs against quality standards.
Serve as the business owner for all fulfillment-related IT tickets, managing issues from documentation through resolution and identifying recurring problems that warrant longer-term remediation.
Proactively identify process gaps and take ownership of resolution, including updating SOPs, establishing new review procedures, or coordinating changes with vendors.
Communicate fulfillment status, risks, and resolutions to internal stakeholders in a timely manner, escalating issues proactively and presenting recommendations alongside problems.
Track fulfillment performance metrics and contribute to leadership reporting, highlighting trends and areas requiring operational improvement.