Account Champion

About the Role

As an Account Champion, you are the "Operational Architect" and heartbeat of our highest-priority accounts. You aren't just a translator; you are the strategic link that ensures North American growth strategy is converted into flawless, scalable execution on the China & Chicago fulfillment floors. You are a Logistics Diplomat—equally at home presenting performance data to executives as you are commanding authority on the warehouse floor.

Key Responsibilities

• Strategic Liaison & Risk Mitigation: Act as the primary conduit between North American leadership and the China & US FC. Influence strategy by providing "boots on the ground" reality. Serve as the internal advocate for the merchant, identifying recurring friction points and partnering with CS, Product/Services, & Engineering to build systemic, software-based solutions. Ensure "unboxing" quality and delivery speed expectations are codified into the local FC's DNA.
• Operational Prioritization & Leadership: Lead the FC floor in prioritizing daily tasks for Tier 1 & 2 Merchants, holding the "Michelin Star" standard for our most valuable clients. Maintain a seat at the table with FC Management to shift labor and resources in real-time based on order volume surges and strategic urgency. Act as the guardian of operational standards—rewriting SOPs to ensure we are always moving toward a more scalable, "0-to-1" environment.
• Data Storytelling & Queue Discipline: Own the Jira service queues with 100% "in-system" discipline to ensure every merchant request is tracked and resolved. Use throughput data and KPI tracking to prove value to merchants and justify operational changes to leadership. Lead and upskill junior FC team members in documentation excellence and time management.
• Global Communication & Synergy: Drive a culture of "Proactive Transparency" with thoughtful, human updates that build deep trust with North American Account Managers. Lead initiatives that break down silos between the FC, CS, and Engineering teams to ensure a unified global response to challenges.

Required Qualifications

• Experience: 3+ years proven track record in fulfillment, cross-border logistics, or account management (3PL experience is a must)
• Bilingual Capability: Native-level fluency in English and Mandarin—able to negotiate in the boardroom and the warehouse breakroom
• Technical Proficiency: Advanced experience with Jira, Slack, ERP, and WMS platforms; ability to interpret data to find "the story" behind the numbers
• Warehouse Expertise: Hands-on experience with non-bonded and bonded warehouse requirements
• Leadership Presence: Proven ability to lead diverse teams through high-pressure "Peak Season" environments

Values & Ways of Working

• Extreme Ownership: You don't say "that's not my job." You own the package until it's in the customer's hands.
• Strategic Boldness: You have the confidence to challenge a process if you know there is a faster, better way to serve the merchant.
• Precision as Kindness: You understand that in global logistics, a 1% error rate is a failure. You obsess over the details so the merchant doesn't have to.

Ideal Candidate Profile

You are frustrated by "good enough" and move with a sense of purposeful impatience. You understand the grit of a warehouse floor but can speak the language of a North American executive. You are looking for a "tour of duty" that allows you to prove your leadership on a global stage and paves the way for a future in Executive Operations or Global CS Leadership.