Senior Manager, Fulfillment Operations

About the role

The Senior Manager, Fulfillment Operations owns the end-to-end fulfillment experience across Spinelli Kilcollin's retail, wholesale, and DTC channels — from order receipt and warehouse operations through packaging, inventory accuracy, and final delivery. Reporting to the COO, this is a hands-on leadership role: you'll manage a high-performing fulfillment team, own the systems and processes that keep orders accurate and on time, and partner closely with Client Care, E-Commerce, Finance, and Sales teams to ensure every order reflects the quality of the brand.

Responsibilities

• Own day-to-day fulfillment operations for DTC, wholesale, and retail replenishment orders, ensuring accuracy, timeliness, and a level of presentation befitting the brand
• Manage warehouse operations including receiving, put-away, picking, packing, and quality control, and Shipping
• Set and maintain SLAs for order processing and fulfillment turnaround across all channels
• Oversee inventory accuracy through regular cycle counts, reconciliation, and system audits
• Build, manage, and develop a high-performing fulfillment team, including hiring, training, and performance management
• Set clear goals and KPIs for the team, and foster a culture of accountability and continuous improvement
• Create standard operating procedures and training materials to ensure consistency as the team and business scale
• Own the order management and inventory systems (e.g., NetSuite, WMS) that support fulfillment operations, partnering with IT/Ops on improvements and integrations
• Build and maintain dashboards and reporting to track order accuracy, fulfillment speed, cost per order, and inventory health
• Identify inefficiencies in current fulfillment workflows and lead improvement initiatives from concept through implementation
• Partner with Finance on fulfillment budget management, cost allocation, and forecasting
• Oversee relationships with shipping carriers, 3PL partners, and customs brokers as needed to support timely, cost-effective delivery
• Support carrier selection and contract negotiations, balancing cost, service levels, and reliability
• Ensure baseline compliance with import/export and customs requirements for cross-border shipments, escalating complex trade matters to specialized brokers or counsel as needed
• Partner with Sales and Client Care on post-purchase communications, delays, and issue resolution
• Collaborate with Merchandising, Retail and Wholesale teams on replenishment planning and inventory allocation
• Support demand and inventory planning in coordination with Operations and Finance

Requirements

• 6+ years of experience in fulfillment, warehouse, or operations management—preferably in luxury goods, apparel, or accessories, with exposure to DTC e-commerce
• Proven experience building and leading a fulfillment or operations team

Qualifications

• Strong working knowledge of order management, inventory, and warehouse systems (NetSuite preferred)
• Analytical mindset with the ability to build and interpret fulfillment cost and performance data
• Working familiarity with international shipping, customs, and trade compliance

Skills

• Exceptionally organized, detail-oriented, and calm under the pressure of peak volume and time-sensitive orders
• Clear, confident communicator with the