Manager, eCommerce Order Fulfillment

Deckers•Broomfield, CO

12h•Remote

About The Position

The role will be responsible for managing team members in fraud prevention, order processing, out-bound shipping optimizations and the eCommerce returns experience from returns logistics to consumer credit processing. It will be crucial for the role to set clear KPIs and regular reviews with the OFT lead to ensure the business is operating inside of desired thresholds. The role will also be responsible for managing the freight out, returns and chargeback budget, as well as forecasting and staffing labor. There will be a close collaboration with distribution center, customer care and commercial teams to ensure timely processing in adherence with SLAs, providing cost effective speed of delivery to customers and the overall returns experience and the ability to enact on various customer engagements in a frictionless manner.

Requirements

Relationship building and collaboration skills across diverse and matrixed stakeholders and customers.
Ability to surface, prioritize, and balance multiple stakeholder priorities.
Strong time management skills to manage multiple priorities and deadlines simultaneously.
Excellent problem solving and analytical skills, including experience leveraging data to inform decisions.
Strong experience in understanding business partner and client needs.
Ability to lead and influence cross-functional teams.
Highly adaptable in a fast-paced hyper-growth environment; proactive and able to thrive within ambiguity.
Demonstrated experience influencing senior management and setting expectations for major cross-functional initiatives.
Bachelor’s degree or higher in a related field or applicable industry experience.
5+ years of product management experience with a proven track record of successfully launching products or related experience.
5+ years of experience in eCommerce operations, fulfilment or order processing.
5+ Experience with fraud prevention tools and methodologies.
5+ years working inside order management systems with a clear understanding of order flows.
Demonstrated success managing a team of operations team members.
Demonstrated success aligning strategy across external stakeholders.

Responsibilities

Manage Outbound eCommerce Freight forecast and budget
Fraud Management
Manage eCommerce Order Fulfillment
Oversee the OMNI, fraud, returns and order fulfilment team members and ensure adherence to business goals
Oversee the processing of eCommerce transactions, ensuring accuracy in order completion, SLAs and overall flow through the system.
Leading the Order Fulfillment team