iRobot is seeking a Director of Customer Fulfillment to lead the Americas
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
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
Develop and or improve the KPI's used to manage our most critical
Fulfillment 3rd parties to ensure Cost, Quality and Delivery to our
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
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
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.
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
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.
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.