The Senior Manager of Parcel Experience is a high-impact leadership role responsible for the strategic vision and operational excellence of Stord's parcel delivery ecosystem. You will lead the strategy that balances best-in-class consumer delivery experiences with optimized unit economics for our brands. You will bridge the gap between Stord's Transportation, Product, and Customer Success leadership, ensuring that our parcel offerings are scalable, technologically advanced, and market-competitive. You aren't just managing shipments; you are managing trust and reputation. You are the person our biggest customers call when they need a partner, not just a provider. If you thrive in the spotlight and enjoy the challenge of being a brand's primary advocate, this is your role.
What You'll Do:
Executive Advocacy: Lead Executive Business Reviews with high-profile brand partners (CEO/COO level), presenting parcel performance, market trends, and long-term strategic roadmaps.
Strategic Consulting: Move beyond troubleshooting to proactively "white-board" delivery solutions that align with a brand's marketing, retention, and growth goals.
Internal Voice of the Customer: Influence Stord's internal product and technology roadmap by advocating for the real-world needs of our top-tier brands to ensure our software (OMS, WMS, Post-Purchase) remains industry-leading.
Program Ownership: Oversee the parcel lifecycle for Stord's entire portfolio, driving systemic improvements in delivery speed, reliability, and unit economics.
High-Stakes Problem Solving: Serve as the ultimate escalation point for complex parcel operational issues, working cross-functionally to resolve bottlenecks for our most critical accounts.
Data Storytelling: Lead the development of advanced BI dashboards and predictive analytics, translating complex data into actionable narratives that drive client buy-in.
Strategic Leadership: Define and execute the long-term roadmap for the Parcel Experience team, ensuring it aligns with Stord's broader goals of driving cart conversion and customer loyalty.
Mentorship & Team Growth: (If applicable) Lead and mentor a team of specialists, fostering a culture of high performance, analytical rigor, and customer-centricity.
What You'll Need:
Experience: 8-10+ years in parcel logistics, supply chain management, or transportation consulting, with a significant track record in high-visibility, customer-facing leadership.
Education: Bachelor's Degree in Supply Chain, Engineering, Data Science, or Business preferred, or equivalent professional experience in high-volume, customer facing operations.
Executive Presence: Exceptional communication skills and the ability to command a room, navigate difficult conversations, and build deep trust with C-suite stakeholders.
Analytical Mastery: Expert-level ability to synthesize massive datasets into strategic recommendations using tools like Domo, Tableau, or PowerBI.
Commercial Acumen: A deep understanding of how parcel operations impact a brand's P&L, customer Life Time Value (LTV), and overall market position.
Tech-Forward Mindset: Familiarity with the modern commerce tech stack (WMS, OMS, TMS) and how these tools integrate to create a seamless post-purchase consumer experience.
Proactive Mindset: The ability to work autonomously in a fast-paced, high-growth environment, prioritizing high-impact initiatives over routine tasks.
