Senior Manager, Fulfillment and Merchandising

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete redemption pipeline, which encompasses order intake, vendor routing, shipping, tracking, delivery, and handling exceptions.

• Oversee fulfillment vendors in accordance with SLAs through the use of a weekly vendor scorecard.

• Manage fulfillment playbooks, macros, and escalation procedures utilized by Customer Support.

• Collaborate with Customer Support leadership to address the root causes of fulfillment ticket volume.

• Develop processes for handling out-of-stock items, vendor rejections, lost or damaged shipments, addressing issues, and making substitutions.

• Work in partnership with the Risk team on redemption reviews.

• Coordinate with Finance to reconcile vendor invoices, reserves, and monthly fulfillment expenses.

• Ensure proactive communication regarding shipping and delivery within the product and CRM.

• Manage the Boxes catalog, including the products offered, box placements, and catalog diversity.

• Identify and source new items and categories, such as sports cards.

• Source, assess, negotiate with, and onboard fulfillment vendors.

• Collaborate with Product on item values, rarity tiers, and value bands.

• Manage vendor and pricing data integrations in collaboration with Engineering.

• Monitor trends, catalog health, pricing variations, sourcing risks, and vendor fulfillment issues.

• Design scalable processes for vendor onboarding, item sourcing, and catalog updates.

• Define decision-making authority in collaboration with Product and Customer Support.

• Build and lead an efficient team as volume increases.

• Generate weekly leadership reports detailing fulfillment KPIs, vendor performance, catalog changes, and key issues.

• Establish operational rhythms with Customer Support, Product, Engineering, Risk, and Finance.

⛳️ Requirements

• Minimum of 6 years of experience in e-commerce operations, fulfillment, marketplace operations, or merchandising.

• At least 2 years of experience in leadership roles or leading projects across teams without direct authority.

• Practical experience in merchandising or catalog management.

• Proven experience managing 3PL, drop-ship, or vendor relationships in line with SLAs.

• Experience in negotiating vendor terms and SLAs.

• A systems-oriented mindset focused on process enhancement.

• Proficient in using spreadsheets and dashboards.

• Knowledge of SQL is a plus.

• Experience in procurement is preferred.

• Technical proficiency to scope vendor APIs or data feeds with engineers is preferred.

• Strong understanding of trading cards or collectibles is preferred.

• Previous experience in a collectibles marketplace, mystery box, or flash-sale e-commerce company is preferred.

• Background in Social+ gaming products is preferred.

• Experience in a fast-growing startup or scaling organization is preferred.

• Must be legally authorized to work in the location where the position is based.

• Required to disclose whether employment sponsorship will be necessary.

🏝️ Benefits

• Opportunity for remote work from anywhere in the US.

• Commitment to equal employment opportunity.

• A diverse and inclusive workplace environment.

• AI-assisted recruitment process with accommodation requests available.