Director of Fulfillment

About The Role

As Director of Fulfillment, you will own all client delivery across FlowCandy. This includes leading our Success Managers, fulfillment team, maintaining a high bar for quality, and building the systems required to scale without chaos or founder or CEO dependency.

What You’ll Be Responsible For

• Owning overall client delivery quality across all squads and fulfillment teams
• Leading, coaching, and performance-managing our Success Managers
• BUILDING AND IMPROVING FULFILLMENT SYSTEMS, SOPs, AND PLAYBOOKS
• Protecting retention, renewals, and expansion readiness
• Foresighting fulfillment capacity and staffing ahead of growth
• Reducing escalations and removing delivery bottlenecks
• PARTNERING WITH SALES AND LEADERSHIP ON CLIENT EXPECTATIONS AND HAND OFFS
• BACK-FILLING ANY STRATEGY FULFILLMENT WORK WHEN KEY MANAGERS ARE OUT
• ASSISTING IN TRAINING AND ONBOARDING NEW FULFILLMENT TEAM MEMBER

What We're Looking For

• PROVEN RESULTS IN LEADING CLIENT DELIVERY OR FULFILLMENT TEAMS
• STRONG PEOPLE MANAGEMENT, COACHING SKILLS AND HAS A DEEP TRACK RECORD OF DELEGATION SUCCESS
• SYSTEM THINKER WHO ENJOYS BUILDING PROCESSES AND PLAYBOOKS
• COMFORTABLE GIVING DIRECT FEEDBACK
• EXPERIENCE IN AGENCIES, B2B SERVICES, OR PERFORMANCE MARKETING ENVIRONMENTS
• ABILITY TO BALANCE QUALITY, SPEED, AND SCALE
• NOTABLE EXPERIENCE IN KLAVIYO, LIFECYCLE MARKETING, CRM, OR eCommerce STRATEGY
• EXPERIENCE MANAGING MULTI-SQUAD OR POD-BASED TEAMS
• FAMILIARITY WITH TOOLS LIKE CLICKUP, SLACK, KLAVIYO, OR SIMILAR

What's In It For You

• COMPETITIVE PAID TIME OFF EACH YEAR
• 100% REMOTE, WORK FROM ANYWHERE IN THE WORLD WITH RELIABLE INTERNET
• All U.S. holidays off (fully paid)
• DIRECT IMPACT ON COMPANY GROWTH IN A FAST-SCALING ORGANIZATION
• WORK WITH HIGH-GROWTH, WELL-KNOWN eCommerce BRANDS
• LEARN DIRECTLY FROM A SENIOR TEAM WITH DEEP LIFECYCLE AND CRO EXPERTISE
• FLEXIBLE WORK CULTURE THAT RESPECTS PERFORMANCE AND PERSONAL LIFE
• LONG-TERM GROWTH OPPORTUNITIES INSIDE THE COMPANY
• ACCESS TO MONTHLY EMPLOYEE PROFIT PROGRAM

How To Apply

If you're ready to apply for this role, click the button below to complete our application form. It only takes 5–10 minutes, and we'll be in touch shortly after.