Sr Director, Fulfillment Operations

Position Overview

The Senior Director, Fulfillment Operations is a visionary leader responsible for strategic direction, operational excellence, and continuous improvement of our fulfillment processes. They will report to the Vice President of Revenue Operations. This role oversees all aspects of fulfillment, including vendor and cost management, quality assurance, regulatory compliance, and providing a seamless, excellent customer experience. The Senior Director will drive innovation and efficiency, ensuring accuracy and on-time customer fulfillment.

The ideal candidate thrives in fast-paced environments, cultivates high-performing teams, and builds collaborative partnerships with internal and external stakeholders.

• Develop and execute a comprehensive fulfillment strategy that aligns with the company’s vision and growth objectives
• Oversee the end-to-end Fulfillment operations process
• Lead, mentor, and inspire the fulfillment operations team, fostering a culture of accountability, continuous improvement, and innovation
• Establish and monitor key performance indicators (KPIs) to measure operational effectiveness and identify areas for improvement
• Collaborate with senior leadership and internal stakeholders to scale fulfillment capabilities to support the business
• Build and foster strategic relationships with third-party vendors
• Evaluate vendor performance using quantitative and qualitative metrics, driving improvements, accuracy, and timeliness
• Assess vendor capabilities to identify opportunities for cost-savings and efficiencies
• Design, monitor, and optimize processes to reduce errors, minimize delays, and enhance quality
• Oversee regular audits, inspections, and testing procedures throughout the fulfillment process
• Ensure adherence to all compliance requirements and regulations and maintain collaboration with the Compliance team to proactively prepare for upcoming changes
• Implement procedures for documentation, reporting, and audits to support regulatory compliance
• Promote a customer-focused approach in fulfillment operations, ensuring all interactions surpass expectations
• Implement and leverage document composition technology and automation solutions to streamline the fulfillment communications process, lower operational costs, and enhance customer experience

Essential Job Function

% of Time on Function

Strategic Leadership – Develop & execute comprehensive Fulfillment strategy

20%

Lead, mentor, and inspire the fulfillment operations team

20%

Establish and monitor key performance indicators (KPIs) to measure operational effectiveness

20%

Identify areas for improvement and cost-savings

20%

Vendor management

20%

Total 100%

• Bachelor's degree or equivalent experience
• Minimum of 8-10 years of experience in Fulfillment, Operations or Retention Marketing
• Strong analytical, verbal and written communication and interpersonal skills
• Strategic thinker who can influence business leaders to develop new and innovative process improvements
• Well organized, detail oriented with ability to work under pressure and meet deadlines while managing multiple concurrent tasks
• Competency in MS Office, Asana (a plus)
• Strong work ethic and willingness to take ownership
• Ability to work independently
• Ad-hoc responsibilities as assigned
• Travel up to 10% as needed

Salary Range (Norwalk, CT): $ to $

Annual Bonus Potential: 25%

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to seniority, merit, geographic location where the work is performed, education, experience, travel requirements for the job, and/or other business and organizational needs.

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk, and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone.

The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

Home Serve is an equal opportunity employer.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.