Head of Fulfillment and Merchandising

We are ARB Interactive the team behind Modo Casino one of the top Social platforms in the US. Founded in 2022 weve grown to nearly 200 team members and were named one of LinkedIns 2025 Top 50 Startups in the United States. We move fast think big and love bold ideas that push boundaries (and buttons). From new rewards to fresh game mechanics every challenge is a chance to innovate and have fun doing it. Our culture is collaborative curious and full of laughter because great ideas grow best between coffee code and a few epic high-fives.

Role Overview

As the Head of Fulfillment and Merchandising you will 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 a 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 youll 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 dont.

• 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 boxs 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 cant 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 youre fixing.

• Set the operating rhythm with CS Boxes Product Engineering Risk and Finance so handoffs are clear and nothing falls between teams.

How Well 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 dont 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 youve built the playbook from the ground up.

ARB Interactive uses AI-assisted tools as part of our recruitment process including skills matching assessments and interview note-taking. These tools help our talent team work efficiently and provide a consistent experience across candidates. All hiring decisions are made by our human recruitment and hiring team AI tools assist but do not determine outcomes. Candidate information processed through these tools is handled in accordance with our Privacy Policy. If you have questions about our process or wish to request an accommodation please contact

Diversity Commitment: We are focused on building a diverse and inclusive team. We welcome people of all backgrounds experiences abilities and perspectives and are an equal opportunity employer. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status.

Important Security Notice : Our recruitment team will only contact candidates through official channels using @ email addresses and via our recruiting platform Ashby. If you find a position on a third party careers page (LinkedIn Indeed etc.) the job posting will redirect you to our careers page ( to begin your application. We will never request payment banking information or personal identification details during the application process.

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Required Experience:

Director