Role

The Director of Fulfillment & Operations will be responsible for leading Maev's end-to-end fulfillment strategy and execution across all channels, including DTC (frozen and ambient), Amazon and Chewy. You will be responsible the performance of our fulfillment network, 3PL relationships, operational KPIs, and the systems and processes that enable a best-in-class customer experience while supporting profitable growth.

You will play a critical leadership role in building a scalable fulfillment organization that balances customer experience, operational excellence, and financial performance. This role partners closely with Customer Experience, Finance, Planning, Marketing and Sales to ensure the right inventory is in the right place, orders are fulfilled accurately and on time, and our fulfillment strategy evolves alongside the business.

Our ideal candidate is an experienced operator who thrives in high-growth environments and enjoys solving complex operational challenges. You are highly analytical, customer-obsessed, and commercially minded, with the ability to translate operational decisions into measurable business outcomes. You build strong relationships with both internal stakeholders and external partners, hold teams accountable to high standards, and are energized by creating scalable systems that drive continuous improvement.

This position will report to the VP of Supply Chain, Jenna Smith.

Responsibilities

Fulfillment Strategy & Operational Excellence

• Ownership of the end-to-end fulfillment strategy across all channels, including DTC (frozen and ambient), Amazon, Chewy, and Wholesale
• Develop and execute the long-term fulfillment network roadmap, including 3PL strategy, warehouse footprint, inventory flow, freight optimization, and capacity planning
• Identify and implement cost savings and operational improvements that enhance service levels while improving margin in partnership with your direct report(s)
• Lead contract negotiations and strategic business reviews with fulfillment, transportation, and logistics partners in partnership with your direct report(s)
• Establish scalable operating procedures, SLAs, and governance models that support Maev's continued growth in partnership with your direct report(s)
• Evaluate and implement automation, systems, and process improvements that reduce manual work and improve operational efficiency in partnership with your direct report(s)
• Develop contingency plans to mitigate fulfillment disruptions, inventory constraints, and peak volume challenges

Cross-Functional Leadership & Business Partnership

• Serve as the primary leader and escalation point for all fulfillment operations, ensuring alignment across Supply Chain, Customer Experience, Finance, Planning, Commercial, and Technology
• Partner closely with Customer Experience to identify fulfillment-related drivers of customer satisfaction, subscriber retention, and churn, translating operational insights into measurable customer improvements
• Collaborate with Planning and Inventory teams to optimize inventory positioning, demand forecasting, replenishment strategies, and SKU availability across all channels
• Partner with Finance to own fulfillment budgets, cost forecasting, margin analysis, and investment decisions that improve long-term profitability
• Support Commercial teams by ensuring fulfillment capabilities align with product launches, promotions, marketplace growth, and wholesale expansion
• Build strong, trust-based partnerships with external fulfillment providers while holding partners accountable to performance expectations

Performance Management, Analytics & Reporting

• Define, monitor, and continuously improve operational KPIs across fulfillment, transportation, inventory, cost, and customer experience
• Build executive reporting and dashboards that provide visibility into network performance, SLA attainment, fulfillment costs, inventory health, and operational risks
• Analyze trends across shipping costs, order accuracy, delivery performance, customer feedback, and operational performance to identify opportunities for continuous improvement
• Develop financial models and business cases that support network optimization, automation investments, and strategic operational initiatives
• Provide regular operational updates and recommendations to executive leadership, proactively surfacing risks, opportunities, and mitigation plans

Team Leadership & Organizational Development

• Provide operational leadership across the fulfillment function, driving accountability, continuous improvement, and executional excellence across internal and external partners 
• Manage and develop your team, including a Senior Manager of Fulfillment, to achieve their career objectives and the overall business goals
• Manage and optimize third-party operational resources while identifying opportunities to expand organizational capability as the business scales
• Build scalable operating rhythms, processes, documentation, and playbooks that strengthen the fulfillment organization's ability to support future growth
• Partner cross-functionally to align priorities, influence decision-making, and drive operational excellence across Customer Experience, Planning, Finance, Commercial, and Supply Chain
• Champion a culture of customer obsession, data-driven decision making, ownership, and continuous improvement throughout the fulfillment organization

Experience

• Bachelor's degree preferred, in Supply Chain, Operations, Business, or a related field
• 7+ years of progressive experience in fulfillment, supply chain, logistics, or operations, including experience leading complex operational functions
• Experience managing third-party logistics (3PL) providers, fulfillment center operations, and carrier relationships
• Experience within CPG, food & beverage, subscription, or temperature-controlled supply chains strongly preferred
• Experience supporting high-growth DTC and omnichannel businesses, including Amazon and wholesale B&M fulfillment
• Proven track record identifying operational improvements, reducing costs, and building scalable fulfillment processes
• Strong financial acumen with experience managing budgets, forecasting costs, and partnering with Finance on margin optimization
• Demonstrated ability to influence and collaborate across cross-functional teams including Customer Experience, Planning, Sales, and Finance
• Strong analytical and problem-solving skills with the ability to leverage data to drive operational decisions
• Advanced proficiency in Excel and experience working with OMS, WMS, and inventory management systems
• Excellent communication, organizational, and project management skills with the ability to influence stakeholders at all levels
• Strong work ethic, intellectual curiosity, ownership mentality, and commitment to continuous improvement

About You

• You are analytical and a creative problem solver by nature.
• You embody ownership and execution at all levels.
• You are energized by difficult and ambiguous problem spaces.
• You take on obstacles with determination and excitement.
• You pride yourself on personally making an impact on a business’ trajectory.
• Your past employers and teammates will say, “[insert your name] will be the most impactful hire you ever make.”
• You can manage up and self identify 
• Lastly, and most importantly, you are insatiably curious, kind and empathic. Your worldview is not insular, but expansive. You are ready to do something meaningful and impactful. And above all, you love to learn and get things done.