Director Of Customer Fulfillment Jobs

Team Development and Management (30%)

Requirements: To be considered for this role, you will have this experience:

· Strong customer handling skills, with the ability to manage complex issues with tact and professionalism.

· Develop and implement customer service policies and procedures to continuously improve the overall customer experience.

· Proven successful experience in architecting and implementing high velocity, scalable customer support organizational design and systems.

· Demonstrable experience improving overall customer experience metrics as a result of the systems you implemented.

5+ years of retail operations or stores management, preferably in fulfillment services

Director, Fulfillment Operations – Network Operations and Performance Management

Four-year college degree or equivalent experience

10+ years of demonstrated experience building and leading a diverse, inclusive, and engaged team

Proven experience creating, facilitating and consulting with senior leadership while influencing large scale strategies

Experience influencing across all levels with ability to effectively lead through conflict and competing priorities

Demonstrated Senior Level Leadership and People Management

Inventory Management & Control [30%]

Team Management & Strategic Leadership [20%]

Responsible for the systems and processes to manage inventory & inventory transactions

Collaborate with cross-functional teams, including sales, marketing, and finance, to ensure alignment and drive business result

Strong Oral and Written Communication Skills

Demonstrated experience in leading a marketing function within a high-growth environment.

Experience in both a PLG and Enterprise sales motion.

Strong strategic planning, execution, and measurement skills.

Excellent communication, presentation, and listening skills.

Experience using marketing technology platforms such as Marketo, Customer.io, and Intercom, as well as Revenue technologies like Salesforce and Google Analytics.

B2C marketing experience is a plus

10+ years of experience in fulfillment and transportation operations management, with at least 5 years of experience in a leadership role.

Strong leadership and management skills, with the ability to motivate and mentor team members.

Develop and implement strategies to optimize fulfillment and transportation processes, reduce cost, including inventory management, order processing, and shipment tracking.

Will also manage the three remote warehouses.

Bachelor's degree in supply chain management, logistics, or a related field.

Strong understanding of supply chain management, inventory control, and transportation logistics.

• Transfer, adjust and close stock orders within the inventory management software.

Functional Area 3: Project Management

communication. They have a thorough knowledge of current and projected incoming stock holdings and will work

experiences, it is imperative that this role embraces a solution led mentality and fosters positive working relationships.

• Manage freight timeframes with NA product leadership and provide timely updates to internal stakeholders.

• Optimize and manage all aspects of NA logistics, including transportation, warehousing, inventory

Strong project management skills with the ability to prioritize tasks and manage multiple projects simultaneously

Manage to targeted first touch response, resolution and overall customer communications to ensure highest level of Customer Satisfaction

Build tech stack and reporting capabilities to maximize operational efficiencies and exceed SLAs

6+ years of experience building and managing high performing technical support teams in a multi-geo and/or virtual environment

Experience in live channel support, including chat-based support, to help end users real-time while balancing first touch response and cost efficiency

Experience scaling a fast growing SaaS business

Strong project management skills with the ability to prioritize tasks and manage multiple projects simultaneously

Manage to targeted first touch response, resolution and overall customer communications to ensure highest level of Customer Satisfaction

Build tech stack and reporting capabilities to maximize operational efficiencies and exceed SLAs

6+ years of experience building and managing high performing technical support teams in a multi-geo and/or virtual environment

Experience in live channel support, including chat-based support, to help end users real-time while balancing first touch response and cost efficiency

Experience scaling a fast growing SaaS business

Strong project management skills with the ability to prioritize tasks and manage multiple projects simultaneously

Manage to targeted first touch response, resolution and overall customer communications to ensure highest level of Customer Satisfaction

Build tech stack and reporting capabilities to maximize operational efficiencies and exceed SLAs

6+ years of experience building and managing high performing technical support teams in a multi-geo and/or virtual environment

Experience in live channel support, including chat-based support, to help end users real-time while balancing first touch response and cost efficiency

Experience scaling a fast growing SaaS business

Strong project management skills with the ability to prioritize tasks and manage multiple projects simultaneously

Manage to targeted first touch response, resolution and overall customer communications to ensure highest level of Customer Satisfaction

Build tech stack and reporting capabilities to maximize operational efficiencies and exceed SLAs

6+ years of experience building and managing high performing technical support teams in a multi-geo and/or virtual environment

Experience in live channel support, including chat-based support, to help end users real-time while balancing first touch response and cost efficiency

Experience scaling a fast growing SaaS business

Strong project management skills with the ability to prioritize tasks and manage multiple projects simultaneously

Manage to targeted first touch response, resolution and overall customer communications to ensure highest level of Customer Satisfaction

Build tech stack and reporting capabilities to maximize operational efficiencies and exceed SLAs

6+ years of experience building and managing high performing technical support teams in a multi-geo and/or virtual environment

Experience in live channel support, including chat-based support, to help end users real-time while balancing first touch response and cost efficiency

Experience scaling a fast growing SaaS business

Strong project management skills with the ability to prioritize tasks and manage multiple projects simultaneously

Manage to targeted first touch response, resolution and overall customer communications to ensure highest level of Customer Satisfaction

Build tech stack and reporting capabilities to maximize operational efficiencies and exceed SLAs

6+ years of experience building and managing high performing technical support teams in a multi-geo and/or virtual environment

Experience in live channel support, including chat-based support, to help end users real-time while balancing first touch response and cost efficiency

Experience scaling a fast growing SaaS business

Proven experience preferably within Pure Play Ecommerce Fulfillment, strategy, operational roles (within operations or general management)

Deliver on key metric and financial performance through proactive daily management to mitigate risk – owned and 3PL’s

Experienced Operator with expertise in ERP (SAP) and fulfillment systems

Strong Excel, PowerPoint and communication skills, strategy whitepapers

Above average negotiation, influencing skills, customer focused mindset

Anticipate needs of the business with a strategic approach; applies strategic frameworks to analyze problems and develop solutions

Responsible for working with managers on staff planning requirements for peak and non-peak season.

Hands on experience with strong supervisor and communications skills

Works closely with other departments such as Customer Experience, Vendor Compliance, Quality Assurance, Shipping and Receiving.

Works closely with other departments such as Customer Experience,Vendor Compliance, Quality Assurance, Shipping and Receiving.

20% Develop and maintain productive, effective, and professional relationships with peers, superiors, auditors, & others.

10% represent the company in a positive and supportive manner to ensure inclusiveness and are successful at all times.

Excellent knowledge of management methods and techniques.

Proven working experience as a Director of Customer Service in a remote environment setting.

Improve customer service experience, create engaged customers, and facilitate organic growth.

Drafts, implements and executes policies and procedures to facilitate a quality customer service experience.

Adhere to and manage the approved budget.

Experience in providing customer service support

Experience with warehouse management and transportation management systems (WMS/TMS/YMS).

Responsible for financial analysis and aggressive management of operational expenses; manages the facility P&L

Work closely with port management to ensure smooth facilitation of drayage services

Bachelor’s Degree including 10+ years of experience in a fast paced warehousing/ distribution environment with increasing responsibilities

Solid financial, analytical and P&L experience.

Ultimately accountable for outcome of key performance indicators (KPIs)

Bachelor’s Degree preferred with a minimum of 15 years of management experience in distribution/fulfillment operations.

Work with the quality team to manage supplier verification and certification for FDA, NSF and others.

Proficient ability with various business software suites in addition to background utilizing various warehouse and transportation management systems.

Manage all third party fulfillment operations and ensure all orders are shipped on time, in full and accurately.

Manage the implementation of new third party logistics providers and/or the relocation of fulfillment centers.

Manage and report on final mile delivery performance.

Bachelor’s Degree preferred with a minimum of 15 years of management experience in distribution/fulfillment operations.

Work with the quality team to manage supplier verification and certification for FDA, NSF and others.

Proficient ability with various business software suites in addition to background utilizing various warehouse and transportation management systems.

Manage all third party fulfillment operations and ensure all orders are shipped on time, in full and accurately.

Manage the implementation of new third party logistics providers and/or the relocation of fulfillment centers.

Manage and report on final mile delivery performance.

Uses quantifiable metrics and management expertise, and performs departmental audits to determine cost benefit as well as demand and service capacity.

Experience working closely with internal management groups and ability to provide support and monitor results.

Do you have strong leadership skills and the ability to effectively manage multiple business functions?

Models and drives strong project management, ensuring integration and communication, robust work plans, and visible accountability for objectives.

Seven+ years of experience in distribution or another related function, with at least five years at a manager or director level.

Bachelor’s degree in business administration, supply chain management, or related study; master’s degree preferred.

Experience in or exposure to healthcare management

Responsible for hiring, developing, coaching and performance management of staff.

Bachelors’ degree in related field or an equivalent combination of education and directly related experience may be considered.

Previous experience with healthcare accreditation process and business requirements.

Minimum of five years of related work experience in a technical and/or mechanical capacity.

Minimum of two years of supervisory experience, including leading, mentoring and/or coaching.