Senior Director of Fulfillment Operations

Role Overview

• Define and execute the multi-year fulfillment network strategy, including 3PL selection, geographic footprint optimization, and capacity planning
• Own end-to-end performance of all 3PL partners across DTC and retail channels, establishing SLAs, KPIs, and cost benchmarks
• Lead quarterly and annual business reviews with 3PL partners, driving executive-level accountability for performance gaps and corrective action plans
• Lead 3PL evaluation, RFP processes, contract negotiations, onboarding, and transitions as the network evolves
• Drive continuous improvement across pick/pack accuracy, cycle time, dock-to-stock velocity, and inventory accuracy
• Own OTIF performance, ASN accuracy, routing guide compliance, chargebacks, and deduction management across all retail partners
• Partner cross-functionally to identify root causes and implement systemic solutions that eliminate penalties
• Ensure all labeling, palletization, and documentation meet retailer compliance requirements
• Serve as the senior escalation point for retailer DC issues, short shipments, and compliance disputes
• Represent fulfillment operations in retailer reviews and operational discussions
• Architect and enforce enterprise-wide inventory control standards across all 3PL nodes, in-transit, and on-hand inventory
• Partner with Planning, Finance, and Technology to build reconciliation frameworks, reserve policies, and shrink reduction strategies
• Own the fulfillment technology stack, including WMS, OMS, EDI integrations, and reporting platforms
• Define and execute the systems roadmap to support scale and operational efficiency
• Improve visibility and decision-making through strong data governance and reliable reporting
• Own the full fulfillment P&L, including storage, pick/pack, transportation, accessorials, and overhead
• Develop and execute a multi-year cost optimization roadmap to improve unit economics without compromising service levels
• Lead budgeting, forecasting, and rate negotiations with 3PL partners and carriers
• Present financial and operational performance to executive leadership with clear insights on risks and opportunities
• Design and scale the fulfillment organization, including team structure, hiring, and leadership development
• Build scalable SOPs, escalation frameworks, and contingency plans to support rapid growth and peak demand
• Lead network design and automation strategy, including evaluation of warehouse technology and robotics
• Foster a culture of operational rigor, ownership, and continuous improvement
• Partner cross-functionally with Supply Chain, Sales, Marketing, and Finance on company priorities

Requirements

• 12–15+ years of progressive leadership experience in fulfillment, logistics, or supply chain operations
• 5+ years in a senior leadership role managing managers and multi-site operations
• Direct P&L ownership and experience managing complex 3PL networks in a CPG, omnichannel, or high-growth environment
• Deep experience with big-box retail fulfillment (Target strongly preferred; Walmart, Costco, or Amazon Retail also valued)
• Proven track record reducing chargebacks, deductions, and service failures through systemic operational improvements
• Strong financial and analytical acumen with the ability to build business cases and model operational scenarios
• Experience operating in high-growth, high-ambiguity environments and scaling infrastructure accordingly
• Deep understanding of fulfillment systems including WMS, OMS, and EDI integrations
• Demonstrated success building and scaling high-performing teams, not just managing existing structures
• Executive-level communication skills with the ability to influence C-suite stakeholders and external partners
• Ability to lead through ambiguity while maintaining a clear strategic vision

Benefits

• Performance bonus eligibility
• health, dental, vision, 401(k) with match
• flexible PTO
• fully remote work environment