Senior Manager of Distribution & Customer Experience

Parachute Home•Los Angeles, CA

3d•$130,000 - $150,000•Onsite

About The Position

Parachute is seeking a hands-on, operationally-minded leader to own execution and continuous improvement of Parachute’s fulfillment network and customer care operations. This role will lead end-to-end order fulfillment across retail, B2B, and D2C channels ensuring orders are delivered accurately, on time, and as efficiently as possible. You’ll serve as the primary owner of our 3PL and drop-ship network, driving performance, accountability, and operational excellence across partners. This role sits at the center of Supply Chain, partnering closely with Planning, Transportation, Finance, and Growth to deliver a seamless customer experience.

Requirements

5+ years of experience leading fulfillment, distribution, or warehouse operations in an e-commerce or DTC environment
Deep experience managing a warehouse, 3PL, or outsourced warehouse partners, with a track record of improving performance and reducing costs
Strong operator with the ability to zoom in on execution while driving broader system improvements
Experience owning KPIs such as OTIF, cost per order, and inventory accuracy
Has managed inventory by location with high accuracy and reverse logistics and wholesale routing requirements
Demonstrated ability to improve performance and motivate team with indirect influence
Understanding of financials and demonstrated knowledge of managing a budget
Familiarity with Sales & Operations processes and cross-functional supply chain planning
Led the implementation of Lean Six Sigma techniques
Experience with ERP and e-commerce platforms (NetSuite and Shopify preferred)
Willingness to travel up to 50% (primarily East Coast warehouse locations)
Ability to align working hours with East Coast operations as needed

Nice To Haves

Experience overseeing customer care or BPO operations is a plus
Comfortable operating in a fast-paced, evolving environment with a high level of ownership

Responsibilities

Own end-to-end fulfillment performance across all channels (B2C, Retail, B2B), with accountability for cost, speed, and accuracy
Lead day-to-day execution across 3PL and drop-ship partners, resolving issues and protecting the customer experience through On Time In Full Shipped (OTIF)
Ensure third-party warehouse provider owns and manages warehouse KPIs and service level expectations; holding partners accountable through reporting, root-cause analysis, and corrective actions
Manage outsourced warehouse performance across receiving, inventory management, picking, packing, shipping, and reverse logistics
Drive continuous improvement across labor productivity, throughput, and order accuracy
Execute inventory control, labor planning, and Sales & Operations process to ensure operational readiness in partnership with other members of the Supply Chain team: Planning, Procurement, Transportation, Growth and Finance
Lead operational planning readiness with third-party for peak events, promotions, and special launches
Directly manage and develop the fulfillment coordinating team, setting priorities and ensuring consistent execution.
Support wholesale and retail fulfillment execution, including customer order management and communication with B2C customers
Oversee BPO customer care operations, ensuring a high-quality, efficient, and brand-aligned customer experience
Be physically present in the Culver City office to partner closely with cross-functional teams (Creative, Growth, Planning, and Product) on real-time fulfillment needs—reviewing product readiness, aligning on launch timelines, troubleshooting order or inventory issues, and enabling faster, higher-quality decision-making across the business.

Benefits

Hybrid schedule with Fridays work-from-home
Beautiful HQ in the heart of Culver City, steps from the light rail
Dog friendly office
Comprehensive medical, dental, vision, and disability coverage
One Medical (full health) , Kindbody (fertility health), and Talkspace (mental health) memberships for modern, easy access to care
Up to 10 weeks of paid parental leave for growing families
Open & flexible PTO - take the time you need, when you need it
401(k) through Empower
Monthly work-from-home stipend
Monthly cell phone reimbursement
Free snacks to keep you fueled
Weekly catered lunch to bring everyone together
Employee Discount
Free bedding for a great night’s sleep, an incredible employee discount, and $300 in free product every year