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About the Role

Every month, hundreds of thousands of customers use our site and app to ship books from our fulfillment centers to doorsteps across the country. This role owns the entire fulfillment journey, including systems, processes, and vendor relationships that deliver a great experience at scale. It's an ideal opportunity for someone passionate about e-commerce and operations, who thrives at the intersection of software and real-world processes, and wants to run an e-commerce company with significant scale.

Responsibilities

Own all processes and logic for order handling in the in-house Order Management System (OMS).
Collaborate with product and engineering to define system needs, then build, QA, and release OMS improvements.
Work with Member Experience and Retention teams to understand customer expectations and translate them into operational realities.
Build and maintain a BI/Analytics system for tracking, monitoring, and discovering orders with issues.
Partner with product operations to proactively resolve order issues on behalf of the member.
Own the fulfillment journey from order receipt at fulfillment centers to delivery at the member's door.
Collaborate with in-house and third-party 3PLs to route packages to the correct facility.
Ensure processes meet SLAs, monitor facility value and costs, and partner with facility general managers for efficient fulfillment and cost reduction.
Own carrier relationships, including negotiating rates and monitoring delivery quality, timing, and accuracy.
Own sourcing and procurement for all non-book items, including packaging and free gift programs.
Partner with demand planning to produce accurate inventory forecasts.
Continuously evaluate vendors and partnerships for optimal quality and cost.

Requirements

Bachelor's degree required; a technical discipline such as engineering is a plus.
8+ years of relevant experience in operations and/or supply chain in an e-commerce capacity is ideal, but other strong operations skill sets are also valued.
Direct experience working with order management systems and/or fulfillment systems.
Experience working closely with engineering teams, with the ability to spec requirements and think like an engineer.
Strong analytics/BI experience; creating dashboards and spreadsheets required to monitor, track, and resolve issues throughout a system.
A member-first mindset: the ability to connect operational decisions to customer wants and needs.
Financial fluency, including strong Excel skills and comfort with simple modeling.
Driven, tenacious, and pragmatic, with a deep commitment to operational excellence.
Strong interest in books and fiction is a plus.

Skills

Order Management Systems (OMS)
BI/Analytics
Supply Chain Management
Operations Management
Vendor Relationship Management
Carrier Relationship Management
Procurement
Inventory Forecasting
Excel
Financial Modeling

Location

United States

Work Type

Full-time

Experience Level

8+ years of relevant experience

Education Level

Bachelor's degree

Salary/Compensations

$150,000 - $200,000

About the Company

Hundreds of thousands of customers use our site and app monthly to ship books.
We operate fulfillment centers across the country.