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

Overview

McMaster-Carr is a leading e-commerce company that serves industrial customers. We help customers get manufacturing lines back up quickly, keep operations running smoothly, and prototype the next generation of solutions by offering the right products, making them easy to find, and delivering them fast.

Join McMaster-Carr as a leader shaping strategy, operations, and customer service, fulfillment, and automation in our Dallas-Fort Worth facility launch. This role is part of a path to senior leadership, with progress driven by impact rather than a fixed timeline.

• Build and scale customer operations. Design, implement, and continually improve the systems and processes powering customer service and fulfillment in a new market.
• Apply LLMs to accelerate learning and automation. Leverage large language models to support the facility launch and growth, speeding onboarding, identifying customer patterns, and enabling tools like automated support and chatbots.
• Remove ordering friction. Identify and eliminate barriers in the order-to-payment process to improve reliability and reduce manual work, making it easier for customers to do business with us.
• Drive automation in fulfillment. Collaborate with tech and operations teams to design and deploy automation across material handling and shipping systems.
• Lead cross-functional teams. Work across tech, service, and distribution teams to define problems, align stakeholders, and translate ideas into sustained improvements.
• Spot and solve operational pain points. Identify issues in a new environment (e.g., shipping errors, returns, recurring challenges) and address root causes.

You’re energized by shaping direction and delivering results. You thrive in ambiguity, own meaningful outcomes, and bring others along through collaboration. You may come from consulting, engineering, operations, or another background—the key is your thinking, learning, and leadership style.

You will help open and scale a brand-new facility, grow our customer base in a new territory, and shape operations from the ground up. You’ll use tools like large language models to identify new customers, support prospecting, and accelerate learning as we stand up a new location and pursue long-term growth.

• Total cash compensation generally around $180,000 to $345,000, including profit sharing based on company profitability.
• 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.

We are proud to be an Equal Opportunity Employer and are dedicated to providing employees a workplace with reasonable accommodations and freedom from discrimination, harassment, and retaliation. McMaster-Carr does not base employment decisions on age, ethnicity, citizenship status, military status, gender identity and expression, race, religion, disability status, marital status, sexual orientation, protected veterans status, or any other legally protected characteristic.

(EOE/M/F/Vet/Disability/Sexual Orientation/Gender Identity)

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