Vice President, Delivery Experience

West Marine•Fort Lauderdale, FL

About The Position

The Vice President, Delivery Experience is responsible for the strategy, execution, and performance of West Marine's end-to-end order fulfillment and delivery experience across all channels. This executive leader will oversee the newly established Delivery Experience function and serve as the single point of accountability for order health, fulfillment execution, and delivery performance across eCommerce, Special Orders, Drop Ship, BOPIS, Ship-from-Store, and other omnichannel fulfillment services. This role will transform the organization from a reactive, issue-driven operating model to a proactive, customer-centric fulfillment organization focused on anticipation, visibility, and continuous improvement. The VP will drive both day-to-day operational excellence and long-term systemic improvements that enhance customer satisfaction, operational efficiency, and financial performance. The role operates on two critical dimensions: Operational Leadership Ensure proactive monitoring and management of at-risk orders across all fulfillment channels. Drive rapid issue identification, escalation, and resolution before customers or Pro Representatives are impacted. Establish service standards, operational rigor, and accountability across the order fulfillment lifecycle. Strategic Leadership Identify and eliminate systemic causes of fulfillment and delivery failures. Drive cross-functional improvements in inventory availability, vendor performance, fulfillment execution, order management, delivery accuracy, and customer communication. Partner with Digital, IT, Supply Chain, Store Operations, Merchandising, and Finance to reduce order exceptions, improve delivery performance, and enhance the customer experience. The Vice President serves as the executive owner of order fulfillment performance, customer delivery experience, and logistics execution, ensuring West Marine delivers on its commitments to customers across every channel.

Requirements

Bachelor's degree in Business, Supply Chain, Logistics, Engineering, Operations Management, or a related field required.
12+ years of progressive leadership experience in logistics, supply chain, fulfillment, omnichannel operations, eCommerce, customer experience, or related disciplines.
7+ years of senior leadership experience leading large teams and cross-functional organizations.
Demonstrated success leading enterprise-wide transformation initiatives involving fulfillment, logistics, customer experience, or operational excellence.
Deep expertise in omnichannel fulfillment, eCommerce operations, transportation, logistics, order management, and customer delivery experience.
Proven success designing and implementing scalable operating models and process improvements.
Experience leading both operational execution teams and strategic continuous improvement initiatives.
Strong understanding of Order Management Systems (OMS), warehouse and fulfillment technologies, transportation management systems, and last-mile delivery platforms.
Exceptional analytical, financial, and business acumen.
Demonstrated ability to influence executive stakeholders and drive enterprise-wide change.
Strong leadership, coaching, and talent development capabilities.
Excellent communication and presentation skills, including executive-level reporting.
Experience managing strategic vendor and partner relationships.

Nice To Haves

MBA or advanced degree preferred.
Retail, specialty retail, or omnichannel commerce experience strongly preferred.
Marine, boating, outdoor, or enthusiast-category retail experience a plus.

Responsibilities

Develop and execute the enterprise strategy for omnichannel fulfillment, delivery experience, and order management.
Build, lead, and develop a high-performing team focused on order health, fulfillment excellence, and customer delivery experience.
Establish organizational structure, operating models, workflows, service standards, and performance expectations.
Drive a customer-centric culture focused on ownership, accountability, and proactive problem-solving.
Lead organizational change efforts that evolve fulfillment operations from reactive support to proactive order management and continuous improvement.
Own the customer and Pro experience across all order types, including eCommerce, Special Orders, Drop Ship, BOPIS, Ship-from-Store, and other fulfillment services.
Ensure seamless execution from order placement through final delivery or customer pickup.
Own and optimize manual order processes while partnering with IT to automate and simplify workflows.
Serve as the executive escalation point for significant order, delivery, and fulfillment issues.
Ensure proactive communication and intervention on at-risk orders before customer impact occurs.
Lead fulfillment and delivery performance across internal operations, carriers, third-party logistics providers, and supplier networks.
Develop performance expectations and accountability measures for logistics partners.
Lead carrier, vendor, and service-provider scorecards and business reviews.
Drive improvements in on-time delivery, fulfillment cycle times, inventory availability, delivery accuracy, and operational efficiency.
Ensure fulfillment and delivery operations consistently support customer and business expectations.
Establish and lead a disciplined approach to root-cause identification and issue resolution.
Analyze recurring fulfillment and delivery failures, including vendor delays, drop ship performance, inventory allocation issues, fulfillment execution, order exceptions, and carrier performance.
Translate recurring issues into actionable operational and technology improvement initiatives.
Quantify customer, operational, and financial impact to prioritize improvements.
Partner with Operations, Supply Chain, IT, and Digital teams to implement sustainable solutions that reduce manual intervention and improve reliability.
Own and drive continuous improvement initiatives that reduce exception rates and improve overall order health.
Partner closely with Digital, Supply Chain, Store Operations, Merchandising, Finance, and IT to drive fulfillment and customer experience improvements.
Align cross-functional priorities to improve enterprise-wide operational performance.
Lead governance, escalation, and decision-making processes related to fulfillment performance.
Serve as the voice of the customer and Pro business in operational and strategic decisions.
Influence organizational change and drive alignment across multiple business functions.
Partner with Product, Technology, and Digital teams to improve order management and fulfillment systems.
Monitor and optimize promise-date accuracy and order visibility capabilities.
Define business requirements and success metrics for fulfillment-related technology investments.
Validate business outcomes and operational improvements following system implementations.
Own fulfillment, delivery, and order management reporting and performance visibility.
Develop executive dashboards and scorecards that monitor operational health.
Define and track key performance indicators, including: On-Time Delivery, Order Exception Rate, Time-to-Detection, Time-to-Resolution, Promise-Date Accuracy, Customer Effort Score, Order Intervention Rate, Pro Customer Satisfaction.
Provide regular executive updates and strategic recommendations.
Own and report on the Order Intervention Rate as a key indicator of operational maturity and systemic improvement.