Director, Fulfillment Network & Strategy

Fulfillment Network Strategy & Design

Develop and execute the company's multi-year fulfillment network strategy, ensuring capacity, scalability, and alignment with business growth and customer service objectives.
Design and optimize the fulfillment network footprint, including facility strategy, geographic coverage, and partner capabilities.
Lead strategic planning for peak season readiness, including volume forecasting, staffing models, and contingency planning.
Translate organizational vision into actionable initiatives that improve customer experience, operational performance, and financial results.
Drive network transformation initiatives focused on quality, speed, and cost optimization.

Customer Experience Ownership

Own the end-to-end fulfillment customer experience, ensuring products are delivered accurately, on time, and in optimal condition.
Develop strategies that enhance service levels while balancing cost and operational efficiency.
Ensure best-in-class execution across packaging, cold chain management, delivery speed, and product quality.
Establish and monitor customer-centric performance metrics and continuously improve fulfillment capabilities.

Third-Party Logistics (3PL) & Vendor Management

Own all third-party logistics partnerships, including contract negotiations, service-level agreements, performance accountability, and ongoing relationship management.
Conduct regular business reviews with fulfillment and transportation partners to drive continuous improvement and cost efficiency.
Identify, evaluate, and onboard new fulfillment partners as network requirements evolve.
Manage strategic partnerships with last-mile delivery providers and other external vendors that impact customer experience.

Operational Excellence & Network Optimization

Lead network optimization initiatives through data analytics, process improvements, and strategic investments to enhance efficiency and reduce costs.
Establish and monitor KPIs across the fulfillment network, including cost-per-order, on-time shipment, order accuracy, damage rates, and customer satisfaction metrics.
Drive continuous improvement initiatives that increase throughput, improve service levels, and support long-term scalability.
Ensure compliance with food safety, cold chain, and regulatory standards across all fulfillment operations.

Financial Management

Own the fulfillment network budget, including 3PL spend, carrier costs, and capital investments.
Develop business cases and financial models supporting network investments and strategic initiatives.
Partner with Finance to manage fulfillment P&L performance, identify savings opportunities, and evaluate investment returns.
Utilize modeling and analytics to optimize network costs while improving service outcomes.

Cross-Functional Leadership

Partner with Operations, Supply Chain, Finance, Technology, Marketing, and Merchandising leaders to ensure the fulfillment network effectively supports current and future business needs.
Collaborate on resource planning, inventory strategies, new product launches, and promotional initiatives that impact fulfillment capacity.
Evaluate and implement fulfillment technologies, including WMS, OMS, and TMS solutions, that support strategic objectives.

Team Leadership & Development

Serve as the company's fulfillment subject matter expert and strategic advisor.
Lead, coach, and develop a high-performing team of operations leaders and analysts.
Establish clear goals and accountability measures while fostering a culture of continuous improvement and collaboration.
Build organizational capability and succession plans to support future growth.
Provide ongoing coaching and development to ensure team members are equipped to execute strategic initiatives and deliver results.