Sr Director, Fulfillment Operations
About The Position
The Senior Director, Fulfillment Operations is a visionary leader responsible for strategic direction, operational excellence, and continuous improvement of our fulfillment processes. They will report to the Vice President of Revenue Operations. This role oversees all aspects of fulfillment, including vendor and cost management, quality assurance, regulatory compliance, and providing a seamless, excellent customer experience. The Senior Director will drive innovation and efficiency, ensuring accuracy and on-time customer fulfillment. The ideal candidate thrives in fast-paced environments, cultivates high-performing teams, and builds collaborative partnerships with internal and external stakeholders.
Requirements
- Bachelor's degree or equivalent experience
- Minimum of 8-10 years of experience in Fulfillment, Operations or Retention Marketing
- Strong analytical, verbal and written communication and interpersonal skills
- Strategic thinker who can influence business leaders to develop new and innovative process improvements
- Well organized, detail oriented with ability to work under pressure and meet deadlines while managing multiple concurrent tasks
- Competency in MS Office, Asana (a plus)
- Strong work ethic and willingness to take ownership
- Ability to work independently
- Ad-hoc responsibilities as assigned
- Travel up to 10% as needed
Responsibilities
- Develop and execute a comprehensive fulfillment strategy that aligns with the company’s vision and growth objectives
- Oversee the end-to-end Fulfillment operations process
- Lead, mentor, and inspire the fulfillment operations team, fostering a culture of accountability, continuous improvement, and innovation
- Establish and monitor key performance indicators (KPIs) to measure operational effectiveness and identify areas for improvement
- Collaborate with senior leadership and internal stakeholders to scale fulfillment capabilities to support the business
- Build and foster strategic relationships with third-party vendors
- Evaluate vendor performance using quantitative and qualitative metrics, driving improvements, accuracy, and timeliness
- Assess vendor capabilities to identify opportunities for cost-savings and efficiencies
- Design, monitor, and optimize processes to reduce errors, minimize delays, and enhance quality
- Oversee regular audits, inspections, and testing procedures throughout the fulfillment process
- Ensure adherence to all compliance requirements and regulations and maintain collaboration with the Compliance team to proactively prepare for upcoming changes
- Implement procedures for documentation, reporting, and audits to support regulatory compliance
- Promote a customer-focused approach in fulfillment operations, ensuring all interactions surpass expectations
- Implement and leverage document composition technology and automation solutions to streamline the fulfillment communications process, lower operational costs, and enhance customer experience
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What This Job Offers
Job Type
Full-time
Career Level
Director
