Omnichannel Fulfillment Manager / Omnichannel Ops Lead / Fulfillment Strategy Director Full Time NEW

This role family is responsible for designing and managing seamless order fulfillment across multiple sales channels such as e-commerce, retail stores, marketplaces, wholesale, and direct-to-consumer operations. It focuses on inventory visibility, order orchestration, last-mile delivery, customer experience, and operational efficiency.

• Omnichannel Fulfillment Manager focuses on daily execution of cross-channel fulfillment operations, SLA performance, and inventory flow
• Omnichannel Ops Lead focuses on coordinating store, warehouse, logistics, and customer operations across all channels
• Fulfillment Strategy Director focuses on long-term network design, automation, cost optimization, and future-state fulfillment capabilities

Key Responsibilities

• Managing fulfillment across e-commerce, retail, marketplace, and B2B channels
• Overseeing order routing, allocation, picking, packing, shipping, and returns operations
• Ensuring real-time inventory visibility across warehouses and stores
• Driving service levels such as same-day, next-day, click-and-collect, and ship-from-store
• Optimizing order accuracy, fulfillment speed, and delivery cost
• Leading cross-functional coordination with Supply Chain, Stores, IT, Customer Service, and Finance
• Implementing OMS, WMS, and logistics technology improvements
• Managing peak season readiness and capacity planning
• Monitoring KPIs such as OTIF, fill rate, cancellation rate, NPS, and cost per order
• Building long-term omnichannel fulfillment strategy and scalable operating models

Qualifications (Must-have)

• Bachelor’s degree in Supply Chain, Logistics, Operations, Business, or related field
• 5–15+ years of experience in fulfillment, logistics, retail operations, e-commerce, or supply chain roles
• Strong understanding of omnichannel retail and order fulfillment operations
• Experience managing inventory, SLA delivery, and operational KPIs
• Strong problem-solving and analytical skills
• Excellent stakeholder management and cross-functional coordination
• Leadership experience managing teams or complex projects
• Ability to operate in fast-paced customer-driven environments

Preferred Qualifications

• Experience with OMS/WMS platforms such as Manhattan Associates, SAP EWM, Salesforce Commerce Cloud, or Oracle Order Management
• Familiarity with retail and e-commerce platforms such as Shopify, Amazon, Lazada, or Shopee
• Experience with logistics partners such as DHL, FedEx, or Ninja Van
• Exposure to automation, robotics, or smart fulfillment centers
• Strong reporting skills using Microsoft Power BI, Tableau, or Excel
• Experience in FMCG, fashion, electronics, retail, or DTC brands
• Lean / Six Sigma certification is a plus
• MBA or advanced operations qualification preferred
• Experience managing regional omnichannel fulfillment programs