Senior Manager, Order Fulfillment

About the role

The successful candidate will bring experience in e-commerce, store and supply-chain fulfillment operations, team management, and data analysis, preferably within the automotive or specialty retail industry. This individual will play a key role in driving precision, efficiency, and scalability across AutoZone’s fulfillment operations.

Responsibilities

• Drive precision, efficiency, and scalability across AutoZone’s fulfillment operations
• Play a key role in delivering exceptional service and creating outstanding customer experiences
• Lead a team of Product Managers responsible for the product roadmap and capabilities of AutoZone’s Order Management System, Drop Ship System, and Shipment Management System
• Oversee the end-to-end order lifecycle, from order placement through invoicing and payments
• Train and mentor the team, fostering a positive, productive work environment
• Lead and support the team through alignment, issue resolution, escalations, and complex issues
• Serve as the primary point of contact for Customer Service, Store, and Fulfillment teams to address questions and escalations and enable timely, customer-focused solutions
• Partner with Store and Fulfillment management to resolve issues quickly and efficiently, minimizing disruption to the production floor
• Collaborate across teams to prioritize and manage workflows to ensure on-time delivery
• Translate business objectives into a clear roadmap and ensure delivery against KPIs
• Prioritize and manage workflows to ensure on-time delivery
• Collaborate across supply chain, automation, and store operations teams
• Identify opportunities to improve order management processes; implement solutions to enhance efficiency and accuracy, including developing SOPs and supporting documentation
• Track KPIs to monitor team performance and assess overall department health
• Create and execute action plans that improve operational processes and promote a culture of continuous improvement

Requirements

• Bachelor’s or Master’s degree in Technology, Business, Marketing, or a related field, or equivalent practical experience
• Minimum 5–7 years of customer service experience, preferably within an e-commerce environment
• Minimum 3 years of people management experience, leading a small but agile team
• Proven ability to deliver high-quality, customer-focused experiences across web, mobile, or platform products
• Strong written and verbal communication skills, with the ability to influence and align diverse stakeholders
• Experience leveraging quantitative and qualitative data to inform product vision and decision-making
• A strong commitment to delivering exceptional service and creating outstanding customer experiences
• A clear understanding of how operational workflows work across three core components: First Mile (product inventory, stocking locations, and order placement), Middle Mile (long-haul transportation), and Last Mile (delivery to the customer)
• A strong commitment to delivering exceptional service and creating outstanding customer experiences
• Strong knowledge of shipping processes and capabilities, including carrier management, last-mile delivery providers, and HazMat shipping

Qualifications

• High attention to detail, with the ability to manage competing priorities in a fast-paced environment
• Strong collaboration, negotiation, and problem-solving skills across functional boundaries
• Familiarity with Agile/Scrum methodologies and modern product development practices
• Experience in the automotive or specialty retail industry preferred