Vice President, Product Fulfillment

The Vice President of Product Fulfillment will serve as the senior business and operational leader for our growing eCommerce and product fulfillment offering. This individual will be responsible for ensuring we deliver an industry-leading customer experience from sales solutioning and implementation through ongoing operations, account management, and growth.

This role requires a leader with deep 3PL, eCommerce fulfillment, and warehouse operations experience who can confidently serve as the subject-matter expert in the room with customers, prospects, Sales, and Operations.

As we expand our direct-to-brand fulfillment business, the VP of Product Fulfillment will help transition the organization from relying on fulfillment partners for industry expertise to owning that expertise internally. This individual will help customers improve their fulfillment operations, reduce total costs, improve speed and quality, and successfully scale their businesses.

The VP will work closely with site operations leaders while directly leading the account service/customer service organization supporting Product Fulfillment. The position will operate within a matrixed environment across Product Fulfillment and Marketing Communications clients.

• Serve as the organization's senior subject-matter expert for eCommerce and product fulfillment.
• Establish scalable operating standards, best practices, service models, KPIs, and customer expectations across the fulfillment network.
• Bring current industry knowledge regarding DTC, B2B, retail fulfillment, marketplace fulfillment, FBA, inventory management, warehouse technology, parcel transportation, and value-added services.
• Identify opportunities to improve productivity, quality, inventory accuracy, order cycle time, transportation costs, and customer experience.
• Help develop the capabilities, processes, technology, and talent required to scale the Product Fulfillment business profitably.
• Serve as a senior executive contact and trusted advisor for strategic Product Fulfillment customers.
• Lead customers through fulfillment decisions rather than simply executing customer requests.
• Understand customers' businesses, growth plans, sales channels, operational challenges, and cost structures and proactively recommend solutions.
• Develop account strategies designed to improve customer performance while expanding profitable revenue opportunities.
• Lead resolution and executive communication surrounding significant service, inventory, quality, implementation, or operational issues.
• Build strong executive relationships that improve retention, customer satisfaction, and organic account growth.
• Partner directly with Sales during prospect discovery, facility tours, solution design, pricing, proposals, and presentations.
• Provide the operational credibility and industry expertise required to win direct-to-brand fulfillment relationships.
• Translate customer requirements into executable fulfillment solutions, including labor, space, systems, transportation, SLAs, implementation requirements, and operational complexity.
• Help Sales identify the right opportunities for our network and ensure new business is operationally viable and financially attractive.
• Participate in strategic RFPs and customer presentations as the organization's senior Product Fulfillment expert.

• Provide executive ownership and oversight of Product Fulfillment implementations.
• Ensure requirements are clearly documented and translated into operational, systems, staffing, inventory, transportation, and customer-service plans.
• Establish implementation readiness criteria and go-live governance.
• Coordinate across Sales, Operations, IT/WMS, Implementation, Transportation, Finance, and Account Services.
• Lead post-launch hypercare and ensure accounts transition successfully into steady-state operations.
• Develop repeatable implementation disciplines that reduce launch risk and accelerate time to stable, profitable operations.

• Work collaboratively with warehouse/site leadership while respecting direct operational reporting structures.
• Translate customer expectations into measurable operating requirements and ensure alignment between commercial commitments and operational capabilities.
• Review performance across SLA attainment, inventory accuracy, quality, productivity, capacity, labor efficiency, and profitability.
• Identify systemic performance gaps and work with site leadership to implement corrective actions.
• Ensure customer…