Senior Manager of Fulfillment and Merchandising

Role Overview Own the redemption experience from redeem to doorstep, and the catalog behind every box. Today, fulfillment and merchandising are spread across Customer Support, Product, and our vendors, which works at small scale but not as Boxes grows. You will be the first person to own this function, working remotely from anywhere in the US and partnering closely with Customer Support and the Boxes Product team, with a clear mandate to scale our fulfillment process and decision rights set in your first 30 days. The scope of this role will grow with Boxes, and you’ll help shape it. Key Responsibilities Fulfillment Operations Every redemption ships fast, right, and without friction. Own the end-to-end redemption pipeline: order intake, vendor routing, shipping, tracking, delivery, and exceptions. Manage fulfillment vendors against clear SLAs (time to ship, accuracy, rejection and fill rates) with a weekly vendor scorecard. Own the fulfillment playbooks, macros, and escalation paths Customer Support uses, and partner with the Director of Customer Support to drive fulfillment ticket volume down at the root cause. Build clean processes for the hard cases: out-of-stock items, vendor rejections, lost or damaged shipments, address problems, and substitutions. Partner with Risk on redemption review so legitimate players get their items quickly and bad actors don’t. Work with Finance to reconcile vendor invoices, reserves, and cost to fulfill each month. Keep players informed with proactive shipping and delivery communication in product and in CRM. Merchandising, Sourcing & Vendor Strategy The right products, from the right vendors, at the right price. Own the Boxes catalog: which products are offered, which boxes they sit in, and keeping variety fresh so every box feels worth opening. Find and source new items and categories, with sports cards as an immediate gap. Source, evaluate, negotiate with, and onboard fulfillment vendors, and build lasting relationships by understanding what each vendor offers. Partner with Boxes Product on item values, rarity tiers, and value bands so the catalog supports each box’s target economics. Own vendor and pricing data integrations: scope vendor APIs and market price feeds with Engineering so catalog values track the real market. Spot trends early: new set releases, highly sought-after cards, and limited-release drops that should land in boxes while players care. Monitor catalog health: stale items, pricing drift, sourcing risk, and items vendors repeatedly can’t fill. Design repeatable processes for vendor onboarding, item sourcing, and catalog refresh so the function scales with Boxes. Leadership & Cross-Functional Work Hands-on today, with room to build Agree on decision rights with Boxes Product and CS for catalog, pricing, and vendor choices. Build and lead a small and lean team as volume scales, with a hiring plan in your first 90 days. Publish a weekly report to leadership covering fulfillment KPIs, vendor performance, catalog changes, and the top issues you’re fixing. Set the operating rhythm with CS, Boxes Product, Engineering, Risk, and Finance so handoffs are clear and nothing falls between teams. How We’ll Measure Success Time to ship: Median and 90th percentile (p90) days from redemption to shipment, within vendor SLA. Order accuracy: Right item, right condition, right address, with minimal loss or damage. Fulfillment ticket rate: Fulfillment-related CS contacts per 100 redemptions, trending down. Vendor fill rate: Share of orders accepted and filled within the listed price range. Catalog variety and freshness: Active SKUs, categories covered, and new items added each month. Pricing accuracy and cost: Catalog values vs. market, and all-in cost to fulfill per redemption. Qualifications Required 6+ years in e-commerce operations, fulfillment, marketplace operations, or merchandising, including 2+ years leading people or leading work across teams without direct authority. Hands-on merchandising or catalog management experience. You have run 3PL (third-party logistics), drop-ship, or vendor relationships against SLAs, and have negotiated vendor terms and SLAs. You think in systems: you would rather fix the process than answer the same ticket twice. Data fluent. Comfortable working in spreadsheets and dashboards; SQL is a plus. You want to build something durable: strong processes, vendor relationships, and eventually a team. Preferred Procurement experience. Technical enough to scope a vendor API or data feed with engineers, even if you don’t write the code. Deep knowledge of trading cards or collectibles (Pokémon, sports, grading, market pricing). Experience at a collectibles marketplace, mystery box, or flash-sale e-commerce company. Background in Social+ gaming products. Experience at a fast-growing startup or scaling organization where you’ve built the playbook from the ground up. #J-18808-Ljbffr