Senior Manager, Fulfillment Operations & Customer Experience, Branded Commerce

The New York Times•New York, NY

3h•Hybrid

About The Position

The New York Times Store is looking for a Senior Manager, Fulfillment Operations and Customer Experience. You will oversee the end-to-end post-purchase journey, from inbound inventory and warehouse operations through order fulfillment, shipping, and customer support. You will lead our network of fulfillment partners, operations management, cost efficiency, and a seamless customer experience that reflects the quality of The New York Times brand. This is a hybrid role based in our New York headquarters, reporting to the Managing Director. You can typically expect to be in the office 3 days per week.

Requirements

8+ years of experience in e-commerce fulfillment operations, logistics, and customer experience
Experience managing a 3PL partnership with an understanding of warehouse operations and shipping
Experience with operational performance, including shipping costs, SLAs, inventory accuracy, and customer satisfaction metrics
Experience leading customer experience or support departments, including developing processes, managing escalations, and improving service standards
Experience using data to guide decisions, identify inefficiencies, and implement scalable solutions

Nice To Haves

Experience developing operating procedures.
Shopify platform experience

Responsibilities

Lead the end-to-end post-purchase customer journey, ensuring a seamless, high-quality experience from order placement through delivery
Lead all fulfillment partner relationships, including our 3PL (branded merchandise), print plant (newspapers), and print-on-demand vendor. Be the primary contact, holding partners accountable to performance and SLA standards.
Oversee outbound fulfillment operations across all partners, ensuring accuracy, timelines, and customer experience across product types
Oversee inventory accuracy across warehouse and internal systems, ensuring agreement between physical stock and reporting
Monitor inventory levels and manage reorder timing, preventing stockouts and excess inventory in partnership with the Managing Director
Lead fulfillment forecasting and capacity planning in partnership with our teams and fulfillment partners, ensuring readiness for product launches and peak periods
Manage all open purchase orders in partnership with Production & Sourcing and fulfillment partners
Manage shipping costs through carrier analysis, rate negotiation, and ongoing performance tracking
Oversee the customer service function, including inbox management and part-time support, ensuring issue resolution
Be the point person for escalation point for complex customer and operational issues, driving resolution and identifying causes to prevent recurrence
Oversee packaging standards, branded inserts, and supply procurement (boxes, mailers) to guarantee an elevated unboxing experience
Manage returns processing and internal order fulfillment, including kiosk and in-office inventory, ensuring accurate tracking and cost visibility
Demonstrate support and understanding of our value of journalistic independence and a strong commitment to our mission to seek the truth and help people understand the world.