Senior Manager, Fulfillment Operations & Customer Experience, Branded Commerce
$135,000–$145,000 year
Hybrid · New York City, New York, United States
Job Summary
Senior Manager, Fulfillment Operations & Customer Experience leads the end-to-end post-purchase journey, overseeing inventory and warehouse operations, order fulfillment, shipping, and customer support. Responsibilities include managing fulfillment partner relationships (3PL, printplant, print-on-demand), overseeing outbound fulfillment and inventory accuracy, forecasting and capacity planning, managing purchase orders and shipping costs, leading the customer service function and escalation management, establishing customer experience standards, and owning reporting on fulfillment, shipping, and service performance. Requires 8+ years in e-commerce fulfillment/logistics/customer experience, experience with 3PL partnerships, and data-driven decision-making. The role is hybrid with base in New York headquarters (in-office ~3 days/week) and focuses on delivering a high-quality, elevated unboxing and customer experience in line with The New York Times brand.
Required Qualifications
- 8+ years of experience in e-commerce fulfillment operations, logistics, and customer experience
- Experience managing a 3PL partnership with an understanding of warehouse operations and shipping
- Experience with operational performance, including shipping costs, SLAs, inventory accuracy, and customer satisfaction metrics
- Experience leading customer experience or support departments, including developing processes, managing escalations, and improving service standards
- Experience using data to guide decisions, identify inefficiencies, and implement scalable solutions
- Shopify platform experience (preferred)
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