Brand Operations Lead, Fulfillment

About the company

the company is a technology wholesale platform built on the belief that the future is local. Independent retailers around the globe collectively represent a multi-hundred-billion-dollar wholesale market that has historically been fragmented and offline. At the company, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores.

With the right tools and insights, we believe that we can level the playing field so businesses can grow and local communities can thrive.

We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.

We're looking for a senior operator to own how brand onboarding works for Fulfilled by the company (FbF), not just how individual brands get live.

Our specialist team runs brands from commitment to activation today. This role sits above that. You'll own the program itself: the KPIs, the dashboard that tells us whether onboarding is healthy, and the roadmap that fixes what keeps breaking.

FbF is scaling from roughly 1% to 20% of GMV. Onboarding cannot be the thing that breaks on the way there. Your job is to make sure it doesn't, by building leverage rather than absorbing volume.

You'll also set the bar for the specialist team. You'll write the playbooks, coach people on root-cause rigor and brand communication, and raise the standard around you. This is a senior IC role with no direct reports. Your influence comes from judgment, evidence and follow-through.

Expect 20-25% travel to our fulfillment nodes, and warehouse partners.

• Own the end-to-end onboarding experience for brands joining FbF, from commitment through activation and post-launch stabilization

• Be accountable for the KPIs

• Carry a focused portfolio of strategic and at-risk brands yourself while the team handles day-to-day volume

• Diagnose ambiguous, high-impact problems independently

• Monitor and recommend improvements the FbF onboarding KPI set

• Document the definitions with Analytics so the numbers mean the same thing to everyone

• Build and maintain the dashboard leadership reads

• Run the weekly onboarding operating review

• Use the data to see capacity constraints and bottlenecks coming early enough to plan

• Define and sequence a rolling 3-6 month improvement roadmap, prioritized by business impact

• Lead complex cross-functional pilots from hypothesis to measured result

• Find leverage through automation, self-serve and playbooks so throughput grows faster than headcount

• Insist on structural fixes and track corrective actions to verified closure

• Product roadmap partnership. Be the named ops counterpart to FbF Product. Write the problem briefs, quantify the impact, and represent onboarding in prioritization.

• Onboarding enablement and playbooks. Own the SOP library and how new specialists ramp, onboarding enablement, talk track, etc.

• 3PL and network readiness. Own receiving-standard readiness and the inbound exception playbook as we add nodes, so a new facility can take FbF volume without a bespoke launch.

• Personally guide through onboarding our largest (Platinum +) brands

• Coach the specialist team on root-cause rigor, brand communication and operational judgment, without direct authority

• Run the escalation review and make your standard for closure the team's standard

• Communicate at every altitude: floor detail with warehouse partners, executive narrative with leadership, honest…