Director, Customer Fulfillment

October 01, 2023
Offerd Salary:Negotiation
Working address:N/A
Contract Type:Other
Working Time:Negotigation
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Ref info:N/A


iRobot is seeking a Director of Customer Fulfillment to lead the Americas team. What makes this role exciting is your ability to help drive change/transformation for iRobot and our Supply Chain. You will collaborate closely with the VP Customer Care and Fulfillment, the Global Operations Leadership team, Americas General Manager and the EVP Global Operations and Technology to support our roadmap development across manufacturing, sourcing, NPI, logistics, transportation, and quality teams. You are a warehousing and logistics operations subject matter expert who has experience in building an industry leading fulfillment network and organization. You will develop a structured strategic framework to solve business problems, identifying opportunities and optimizing processes. This role will report to Vice President of Customer Care and Fulfillment

What You Will Do:

  • Manage, lead and drive retail, ecommerce, and distribution fulfillment operations (warehousing and logistics).
  • Build world-class capabilities, ensuring our systems, tools, and business processes achieve company and customer financial objectives to deliver the ideal customer experience.
  • Partner with Data and Technology teams to address system inefficiencies and bottlenecks.
  • Evaluate operational processes and procedures, and develop strategies and implementation plans to improve and standardize all aspects of operations.
  • Deploy and manage third party warehouses partners to ensure effective and efficient performance through KPI analysis, service level agreements and best practice (pallet configuration).
  • Manage logistics in-bound and out-bound through the third-party partners, including rate negotiation, carrier selection and KPI analysis.
  • Mentor Fulfillment team to set fulfillment performance metrics and ensure KPI achievement by 3PL and freight providers Accountable for receiving, shipping and inventory metric performance.
  • Partner with internal stakeholders (sales, marketing, supply chain, IT, and finance) covering subjects such as supply status, back-order status, recommendation for product substitutions, and product changes.
  • Lead annual budgeting and monthly re-forecasting for fulfillment-related supply chain general and administrative expenses. Model financial acumen and discipline.
  • Develop and or improve the KPI's used to manage our most critical Fulfillment 3rd parties to ensure Cost, Quality and Delivery to our customers.
  • Serve as liaison between the Americas Commercial and Supply Chain teams.
  • Oversee the implementation of strategic initiatives, including allocation of resources, while balancing long-term strategy and short-term objectives.
  • Proactively analyze emerging trends, anticipate related organizational needs, develop strategies for meeting them and ensure the planning process is integrated with the overall business.
  • Skilled in evaluating partnerships, acquisitions, and new business models.
  • Lead collaborative teams and coach/influence partners across multiple geographies to achieve beneficial working relationships and positive outcomes across international markets.
  • Assess iRobot's operational capabilities and develop plans to meet current and future needs.

  • Develop a data driven decision making environment. Understand and analyze the financial impact of proposed distribution changes, capacity, automation, layout, rate improvements.

  • To Be Successful You Will Have:

  • 7+ years of directly relevant professional experience with warehouse and fulfillment operations, sales operations and demand planning process across a broad geography. Ecommerce experience preferred.
  • An undergraduate degree in Logistics, Supply Chain, Operations, or related field required; advanced degree such as an MBA, preferred. Industry certifications a plus
  • Demonstrated ability to manage costs leveraging industry expertise, data, and lean processes.
  • Proven experience using data and analytics to influence, measure, track and drive KPI improvements.
  • Project management experience to deliver multiple/diverse large projects in partnership with cross-functional teams.
  • Operationally grounded. Key elements of this position are dynamic leadership, development of SOPs to included full end to end fulfillment process, excellent data analysis capabilities, talent developer and experience implementing best-in-class fulfillment center tactics and strategies.
  • Ability to identify goals, success criteria, assumptions; own discovery of project requirements through deep subject matter expertise, resource requirements and timelines and work with a high degree of autonomy to deliver tangible results.
  • Experience transforming an organization and 3PL partners into high performance teams including network design and optimization.
  • Comfortable analyzing financial statements; able to partner closely with finance, accounting, and Supply Chain teams.
  • Leadership:

  • Proven track record of developing and managing teams and improving efficiencies and effectiveness as well as developing the necessary control to manage a fast-growing demand
  • Ability to provide direction in uncertain business environments; navigate ambiguity, simplify the complex, and develop practical solutions to real problems.
  • Ability to storyline a message and to present in a clear, concise, and meaningful way to a broad organizational audience.
  • Proven experience coaching and developing others to communicate effectively using consensus building.
  • Outstanding leadership skills with the ability to affect change in an organization utilizing a cross-functional, collaborative approach.
  • Systems:

  • Competency with core warehousing and fulfillment technical stack such as WMS, BA Tools, Oracle beneficial including experience with implementation of warehousing technologies and automation.
  • Highly experienced working in Tableau, Microsoft Excel and PowerPoint.
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