Senior Ecommerce Product Manager, Fulfillment

Purpose

This position is responsible for driving value across the Floor & Decor connected customer experience by leading the strategic vision, roadmap and execution for the digital fulfillment experience. As the Senior Ecommerce Product Manager for Fulfillment, you will also work closely with supply chain to provide requirements for system capabilities that enable your vision for best-in-class fulfillment choices and service levels at the right price.

You will work with user experience design, data science, supply chain, stores, logistics, CRM and engineering to execute a data-driven roadmap that gives customer confidence that their order will be ready ask quickly as they need and exactly where they need it while balancing customer expectations against the cost and complexity of fulfilling large, often bulky, home-improvement orders.

• Own and evolve the fulfillment product roadmap, prioritizing initiatives based on customer trust/confidence impact, delivery cost-to-serve, and technical feasibility
• Lead the digital fulfillment experience end-to-end, defining the product strategy for delivery options, service levels (standard, express, scheduled/white-glove delivery for large or bulky items), and BOPIS/curbside pickup
• Partner closely with supply chain, inventory, store operations, logistics, and engineering teams to design and deliver a best-in-class omnichannel fulfillment experience across web and app across their shopping journey, checkout and post purchase.
• Own the logic and customer experience for presenting fulfillment choices throughout the digital shopping journey and in checkout, including estimated delivery/pickup windows, pricing by service level, and trade-offs between speed and cost

• Lead backlog grooming, sprint planning, and cross-team coordination with engineering, stores, supply chain, and third-party logistics/carrier partners to deliver fulfillment capabilities on time
• Develop and validate business requirements, user stories, and acceptance criteria for fulfillment features, including edge cases (split shipments, backorders, delivery failures, address issues)

• Drive experimentation through A/B testing and customer research to optimize how fulfillment options, pricing, and promised dates are presented and communicated
• Conduct market research and competitor analysis, incorporating user feedback to identify pain points, opportunities, and trends relevant to the product area
• Define, track, and analyze KPIs (e.g., adoption, conversion, retention, customer satisfaction) to measure feature impact and identify improvement areas
• Use data analysis and user insights to continually optimize the product and drive data-informed decisions

• Mentor junior product managers and contribute to the growth of the product management discipline
• Champion a customer-centric approach across all fulfillment touchpoints, including order confirmation, tracking, delivery/pickup notifications, and post-fulfillment support
• Serve as a thought leader and subject matter expert on omnichannel fulfillment strategy, service-level design, and delivery-promise accuracy

6+ years of product management in retail, eCommerce, or Omnichannel business environments. Proven success leading cross-functional teams and managing complex stakeholder relationships. Strong strategic thinking and analytical skills, with experience using data to drive decisions Deep understanding of Agile methodologies and the Software Development Life Cycle (SDLC) Exceptional written, verbal, interpersonal, and negotiation skills, with the ability to communicate effectively across technical, non-technical, and senior leadership…