Bachelor's degree required; technical discipline like engineering is a plus.
8+ years of relevant experience in operations or supply chain, preferably in e-commerce.
Direct experience with order management and fulfillment systems.
Ability to collaborate with engineering teams and specify requirements.
Strong analytics and BI skills, including dashboard creation and issue tracking.
Member-first mindset, connecting operations to customer needs.
Financial fluency with strong Excel skills and basic modeling experience.
Responsibilities
Own all processes for order handling in the in-house Order Management System (OMS).
Collaborate with product and engineering to specify, build, and release OMS improvements.
Translate customer expectations into operational realities with the Member Experience team.
Build and maintain a BI/Analytics system for tracking order issues.
Manage the fulfillment journey from order receipt to delivery.
Coordinate with in-house and third-party fulfillment centers for efficient routing.
Negotiate carrier rates and monitor delivery quality and accuracy.
Oversee sourcing and procurement for packaging and promotional items.
Benefits
Opportunity to work in a dynamic e-commerce environment.
Collaborative culture with cross-functional teams.
Focus on operational excellence and continuous improvement.
Engagement with innovative technologies and systems.
Potential for professional growth in a member-centric organization.
Full Job Description
What you will do...
Order Management
Own all processes and logic that determine how an order is handled in our in-house Order Management System (OMS).
Work closely with product and engineering to spec system needs, then build, QA, and release improvements to the OMS.
Work closely with our Member Experience and Retention team to understand customer expectations and help translate them into operational realities.
Build and maintain a BI/Analytics system for tracking, monitoring, and discovering orders with issues or unintended outcomes.
Partner with our product operations team to resolve order issues proactively on behalf of the member.
Fulfillment
Own the fulfillment journey from the moment an order is received at one of our two fulfillment centers until the box arrives at the member's door.
Work closely with our in-house 3PL and our third-party West Coast 3PL to route packages to the right facility.
Ensure processes are in place to meet our SLAs, monitor facility value and costs, and partner with facility general managers to fulfill efficiently and continuously reduce costs.
Own our carrier relationships: negotiate rates across our carrier network and monitor delivery quality, timing, and accuracy.
Procurement & Sourcing
Own sourcing and procurement for all non-book items, primarily our packaging and free gift program.
Partner with demand planning to produce accurate inventory forecasts.
Continuously evaluate vendors and partnerships to ensure the best combination of quality and cost.
About you...
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 what the customer wants and needs, not just pure-play operations.
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 will make you love this job even more.
