Senior Manager, Fulfillment and Merchandising
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Job Description
Part-time remote leader owning fulfillment, vendors, and product catalogs for Modo Casino, a US Social+ gaming platform. Scaling redemption operations, merchandising, and cross-functional processes.
Responsibilities:
- Own the end-to-end redemption pipeline, including order intake, vendor routing, shipping, tracking, delivery, and exceptions
- Manage fulfillment vendors against SLAs using a weekly vendor scorecard
- Own fulfillment playbooks, macros, and escalation paths used by Customer Support
- Partner with Customer Support leadership to reduce fulfillment ticket volume at the root cause
- Build processes for out-of-stock items, vendor rejections, lost or damaged shipments, address problems, and substitutions
- Partner with Risk on redemption review
- Work with Finance to reconcile vendor invoices, reserves, and monthly fulfillment costs
- Maintain proactive shipping and delivery communication in product and CRM
- Own the Boxes catalog, including products offered, box placement, and catalog variety
- Find and source new items and categories, including sports cards
- Source, evaluate, negotiate with, and onboard fulfillment vendors
- Partner with Product on item values, rarity tiers, and value bands
- Own vendor and pricing data integrations with Engineering
- Monitor trends, catalog health, pricing drift, sourcing risk, and vendor fill issues
- Design scalable processes for vendor onboarding, item sourcing, and catalog refresh
- Establish decision rights with Product and Customer Support
- Build and lead a lean team as volume scales
- Publish weekly leadership reports covering fulfillment KPIs, vendor performance, catalog changes, and top issues
- Set operating rhythms with Customer Support, Product, Engineering, Risk, and Finance
Requirements:
- 6+ years in e-commerce operations, fulfillment, marketplace operations, or merchandising
- 2+ years leading people or leading work across teams without direct authority
- Hands-on merchandising or catalog management experience
- Experience running 3PL, drop-ship, or vendor relationships against SLAs
- Experience negotiating vendor terms and SLAs
- Systems-oriented approach to process improvement
- Comfortable working in spreadsheets and dashboards
- SQL is a plus
- Procurement experience preferred
- Technical ability to scope vendor APIs or data feeds with engineers preferred
- Deep knowledge of trading cards or collectibles preferred
- Experience at a collectibles marketplace, mystery box, or flash-sale e-commerce company preferred
- Background in Social+ gaming products preferred
- Experience at a fast-growing startup or scaling organization preferred
- Legally authorized to work in the location where the position is based
- Must disclose whether employment sponsorship will be required
Benefits:
- Remote work from anywhere in the US
- Equal employment opportunity
- Diverse and inclusive workplace
- AI-assisted recruitment process with accommodation requests available
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