Senior Manager, Fulfillment

About the role

The Senior Manager, Fulfillment is responsible for managing day-to-day fulfillment execution and ensuring Chomps' fulfillment network operates with accuracy, accountability, cost discipline, and scalability.

Responsibilities

• Support daily fulfillment operations across a growing multi-node distribution network, ensuring accurate order execution, capacity readiness, inventory flow, cost discipline, and consistent partner follow-through.
• Manage weekly and monthly 3PL operating cadences, including partner meetings, KPI reviews, action-item tracking, QBR content preparation, performance follow-up, corrective action tracking, SLA monitoring, root-cause analysis, and readiness checkpoints.
• Create and continuously improve SOPs for receiving, inventory control, order release, allocation, pick/pack/ship execution, exception management, and partner escalation paths.
• Support fulfillment budget management by preparing invoice audits, spend analysis, productivity tracking, cost-per-order or cost-per-case reporting, and cost-reduction recommendations across the partner network.
• Manage order allocation and fulfillment exception processes across wholesale, retail, eCommerce, and other channels, balancing customer requirements, inventory availability, freight efficiency, production constraints, and service commitments.
• Partner with Sales, Planning, Transportation, Finance, Customer Supply Chain, and Operations to execute customer requirements, manage order flow constraints, support inventory positioning decisions, and provide cost-to-serve inputs.
• Drive proactive exception management for constrained inventory, customer allocation decisions, backorder risk, order holds, shipment readiness, and cross-functional communication.
• Support business-side execution of order management and fulfillment automation improvements, including reducing manual touches, improving order accuracy, strengthening exception workflows, supporting UAT, driving adoption, and increasing visibility across systems and 3PL partners.
• Maintain fulfillment scorecards and KPI reporting routines across service, cost, compliance, productivity, inventory flow, automation adoption, customer requirements, and partner performance.
• Own fulfillment KPI reporting, identify recurring issues, and convert insights into corrective action plans, partner follow-up, leadership-ready updates, and prioritized improvement recommendations.
• Build ad hoc analyses that identify service risks, cost drivers, recurring partner issues, customer compliance exposure, inventory constraints, and opportunities for process improvement.
• Manage operational readiness for fulfillment, ensuring 3PL processes, documentation flows, lot traceability, shipment readiness, customer requirements, and exception management are defined and consistently executed.
• Coordinate operational launch readiness for new customers, channels, facilities, lanes, and market launches by confirming people, processes, systems, inventory, documentation, partner capabilities, and escalation paths are aligned before go-live.
• Guide, develop, and influence fulfillment team members and cross-functional stakeholders by reinforcing clear ownership, operating rhythms, priorities, and expectations.
• Translate business growth priorities into practical execution plans, partner requirements, system needs, process controls, and team readiness actions.

Requirements

7+ years of progressive experience in fulfillment, distribution planning, customer supply chain, logistics, or 3PL operations, including experience managing complex multi-node distribution networks.

Demonstrated ability to manage 3PL partners, operational KPIs, QBRs, corrective actions, SLA follow-up, and fulfillment performance across multiple facilities or business channels.

Experience with ERP, WMS, TMS, EDI, API, and order management systems; NetSuite experience strongly preferred.

Proven ability to identify, design, and implement automation or process improvement opportunities that improve order accuracy, reduce manual work, accelerate cycle times, and strengthen operational visibility.

Highly analytical and comfortable using data to make recommendations on allocation, cost-to-serve, service risk, inventory positioning, readiness gaps, and partner performance.

Strong understanding of fulfillment and supply chain metrics, including OTIF, fill rate, order cycle time, inventory accuracy, warehouse productivity, cost-per-order or cost-per-case, 3PL SLA performance, chargeback exposure, and capacity utilization.

Strong cross-functional leadership skills with the ability to influence Sales, Planning, Finance, Operations, Quality, Digital Transformation, and external partners without always having direct authority.

Comfortable operating at both planning and execution levels, moving from operational readiness and issue resolution to SOP development, partner follow-up, and process improvement.

Excellent written and verbal communicator with the ability to translate operational complexity into clear recommendations, leadership-ready updates, and partner-facing expectations.

Entrepreneurial, proactive, and process-oriented; energized by building scalable systems, improving ways of working, and creating structure in a high-growth environment.

People leadership experience preferred, including coaching, prioritization, ownership setting, and development of team members.

Willingness to travel up to 30% to distribution centers, partner sites, customer meetings, and cross-functional business reviews.