Leadership, Strategy, and Operations - Customer Service, Fulfillment Automation

McMaster-Carr is a leading e-commerce company that industrial customers have trusted for over 120 years. Our products help them get manufacturing lines back up quickly, keep operations running smoothly, and prototype the next generation of innovative solutions. We earn and keep that trust by offering the right products, making them easy to find, and delivering them fast, so our customers can solve problems with greater speed, precision, and ease.

Our industry-leading e-commerce experience, indispensable product selection, and world-class service bring hundreds of thousands of customers to our site each day. But we’re never standing still. Our curious, exceptional people are at the heart of our evolution. They turn new challenges and disruptive technologies into opportunities to refine our operations, expand our offering, and deliver a better experience for every customer.

As part of the Customer Service and Fulfillment leadership team, you’ll take on high-impact work that shapes how we serve customers and scale our operations. This role is a path to senior leadership, with progress driven by the impact of your work—not a fixed timeline. Over time, you’ll grow into a general manager who tackles business-critical challenges such as:

• Apply LLMs to transform how we work. Use large language models to improve how we serve customers—from automating routine tasks to increasing the precision and coverage of our customer support systems. You might enhance our ability to auto-complete more customer service requests, develop a new chatbot that handles more complex inquiries, or use AI to uncover patterns in customer credits and feedback—like identifying trends in damaged shipments—so we can solve root causes faster.
• Remove ordering friction. Identify and eliminate barriers in the order-to-payment process so customers can place and receive orders seamlessly. Your work will improve reliability, reduce manual exceptions, and make it easier for customers to do business with us.
• Drive automation in distribution. Help design and implement automation in our distribution operations to scale efficiently, improve accuracy, and deliver even faster service. You’ll help build the systems that keep our operations sharp as we grow.
• Lead cross-functional teams. Work across tech, service, and distribution teams to bring solutions to life. You’ll define problems clearly, align stakeholders, and ensure ideas turn into sustained improvements.
• Spot and solve operational pain points. Identify recurring issues in how we serve customers—from credit adjustments to delays—and lead efforts to fix them at the root. Your work will improve both the customer experience and operational efficiency.

You’re energized by shaping direction and rolling up your sleeves to drive results. You thrive in ambiguity, take ownership of meaningful outcomes, and bring others with you—building trust, sharing context, and solving problems through collaboration. You may come from consulting, engineering, banking, or somewhere entirely different. What matters most is how you think, how you learn, and how you lead. If you're curious, driven, and eager to take on challenges that matter, McMaster-Carr offers the chance to make an impact and grow into a leader.

• Total cash compensation is generally around $175,000 to $390,000 and includes a profit sharing based on company profitability.
• You will also receive a relocation stipend and signing bonus.
• Informal and formal mentorship
• Employee resource groups
• Medical, dental, pharmacy, and vision plans with no monthly premiums

• Paid parental leave for all new parents
• Adoption and surrogacy assistance
• First-time home buyer assistance
• Industry leading company-funded retirement accounts

• Paid time off for vacation and personal time

Location:

Cleveland, OH

We are proud to be an Equal Opportunity Employer and dedicated to providing employees a workplace with reasonable accommodations and free of discrimination, harassment, and retaliation. At McMaster-Carr, we do not make employment decisions based on age, ethnicity, citizenship status, military status, gender identity and expression, race, religion, disability status, marital status, sexual orientation, protected veteran status, or any other legally protected group.

This position is not eligible for work authorization sponsorship by McMaster-Carr