Director, Fulfillment

ROLE SNAPSHOT

Department

Fulfillment

Reports To

Head of Fulfillment

Location

Tempe, AZ (On-site, required)

Salary

$80,000 - $90,000

ROLE SUMMARY

The Director of Fulfillment is a hands-on operational leader responsible for overseeing all domestic fulfillment activities across wholesale/B2B and DTC/eCommerce channels. Reporting to our Head of Fulfillment, this role owns the end-to-end order fulfillment process from pack, ship, and returns to ensuring accuracy, speed, and an exceptional customer experience at every touchpoint.

This is a people-first leadership role for someone who thrives on building high-performing teams, implementing scalable systems, and driving continuous improvement in a fast-paced, growth-stage environment.

KEY RESPONSIBILITIES

Fulfillment Operations
• Own the end-to-end domestic fulfillment operation across both wholesale/B2B and DTC/eCommerce order channels
• Establish and maintain operational standards for receiving, pick/pack, shipping, returns, and quality control
• Monitor fulfillment KPIs (order accuracy, on-time shipment, cycle time, cost per order) and drive continuous improvement
• Partner with the warehouse and production teams to align capacity planning with demand forecasts and seasonal peaks
• Lead root cause analysis on fulfillment errors, chargebacks, or delays; implement corrective action plans

Team Leadership & Development
• Lead, coach, and develop a fulfillment team including supervisors and associates, fostering a culture of accountability and continuous improvement
• Own workforce planning including staffing levels, scheduling, and seasonal flex capacity
• Conduct regular performance conversations, set clear goals, and support career development across the fulfillment team
• Build a psychologically safe, high-performance team culture aligned with Branded Bills' values

Systems & Process Improvement
• Optimize the use of warehouse management systems (WMS) and other fulfillment technology to improve efficiency and accuracy
• Identify opportunities for process automation, layout improvements, and workflow redesign
• Partner with IT and operations leadership to evaluate and implement new tools or integrations that support fulfillment scalability

Cross-Functional Collaboration
• Collaborate closely with Sales, Customer Service, Planning, and Production teams to communicate fulfillment timelines and surface any risks proactively
• Serve as the fulfillment subject matter expert in cross-functional planning meetings, seasonal readiness reviews, and new product launches

QUALIFICATIONS

Required
• 5+ years of progressive experience in fulfillment, warehouse operations, or supply chain with at least 2 years in a leadership or management role
• Proven experience managing both wholesale/B2B and DTC/eCommerce fulfillment operations simultaneously
• Experience in apparel, headwear, accessories, or consumer goods with an understanding of the product handling and packaging requirements of the industry
• Demonstrated success leading and developing teams in a high-volume, fast-paced fulfillment environment
• Strong analytical skills with the ability to interpret operational data, identify trends, and make data-driven decisions
• Experience with WMS platforms and order management systems

Preferred
• Experience at a growth-stage branded consumer goods or wholesale company
• Familiarity with Lean, 5S, or Kaizen methodologies
• Track record of leading system implementations or process improvement projects from concept through execution

WHAT SUCCESS LOOKS LIKE
• Orders ship accurately and on time across both wholesale and DTC channels, even during peak seasons
• Your team is engaged, well-coached, and equipped to grow, turnover is low and morale is high
• Cross-functional partners see you as a reliable, proactive communicator who surfaces problems early and brings solutions
• The operation is continuously improving

WORK ENVIRONMENT

This role is on-site at our Tempe, AZ facility. The position involves regular time on the fulfillment floor alongside your team. Occasional extended hours may be required during peak seasons or special projects. Physical requirements include the ability to stand, walk, and lift to 30 lbs. as needed.

What We Offer
• Competitive salary commensurate with experience
• Comprehensive medical, dental, and vision benefits
• 401(k) with tiered company match and profit sharing
• Flex PTO
• Employee discount on all Branded Bills products
• Parental leave