eCommerce Fulfillment Manager

Job Description

Job Description

The eCommerce Fulfillment Manager will own the end-to-end order lifecycle across all retail and digital channels, serving as a critical operational hub at the intersection of Supply Chain, Logistics, Product, Engineering, Retail, and Customer Service. This role is responsible for the successful & timely fulfillment of orders taken across channels as well as the performance and continuous improvement of core fulfillment processes and platforms (OMS, WMS, TMS), including system integrations, automation initiatives, and data integrity across all connected systems. The ideal candidate will define and enforce order routing rules, inventory allocation logic, and fulfillment prioritization strategies while monitoring key operational metrics such as order accuracy, SLA compliance, and cancellation rates. Acting as the primary liaison across internal teams, this role will lead high-impact cross-functional initiatives including new channel launches, peak season planning, and operational transformations. Additionally, this role will own omnichannel KPI reporting, deliver real-time operational visibility to leadership, and drive a continuous improvement culture through data-driven insights and root cause analysis.

Responsibilities:

Omnichannel Order Management:

• Own and manage the end-to-end order lifecycle across all channels (e-commerce, brick-and-mortar, marketplace, BOPIS, ship-from-store, curbside pickup)
• Oversee Order Management System (OMS) performance, configuration, and continuous improvement Define and enforce order routing rules, inventory allocation logic, and fulfillment prioritization strategies
• Monitor order accuracy, SLA compliance, cancellation rates, and return/exchange workflows Collaborate with customer service teams to resolve order exceptions, escalations, and fulfillment failures in a timely manner
• Drive improvements in order visibility and real-time tracking for end customers

Systems & Technology:

• Serve as a key business owner for OMS, WMS, and TMS platforms Partner with IT and product teams on system enhancements, integrations (ERP, WMS, OMS, DOM), and new technology rollouts
• Evaluate and implement automation opportunities across order processing and fulfillment workflows
• Ensure data integrity and seamless data flow across all integrated platforms

Cross-Functional Collaboration:

• Act as the primary liaison between Supply Chain, Technology, Retail, E-Commerce, Customer Service, and Finance teams
• Lead cross-functional projects including new channel launches, peak season planning, and operational transformation initiatives
• Work with the marketing and commercial teams to align fulfillment capabilities with promotional and campaign planning

Analytics & Performance Management:

• Define, track, and report on omnichannel operational KPIs Build dashboards and reporting frameworks to provide leadership with real-time operational visibility
• Conduct root cause analysis on operational failures and lead corrective action plans
• Drive continuous improvement through data-driven insights and industry best practices

Education/Experience:

• Bachelor's degree required
• 5+ years relevant experience in fulfillment or business operations