Head of Fulfillment and Merchandising

Accountabilities

• Own the end-to-end redemption and fulfillment process, including order intake, vendor routing, shipping, tracking, delivery, and exception management.

• Manage third-party logistics providers and fulfillment vendors against service-level agreements (SLAs), monitoring shipping speed, order accuracy, rejection rates, and fulfillment performance through regular scorecards.

• Develop and maintain operational playbooks, customer support resources, and escalation procedures while partnering with Customer Support to reduce fulfillment-related issues at their source.

• Establish reliable processes for out-of-stock products, rejected orders, lost or damaged shipments, address issues, and product substitutions.

• Collaborate with Risk to review redemptions efficiently, ensuring legitimate customers receive their items promptly while mitigating fraudulent activity.

• Partner with Finance to reconcile vendor invoices, reserves, and monthly fulfillment costs, maintaining visibility into the cost of each redemption.

• Improve customer communication through proactive shipping and delivery updates across product and customer relationship management channels.

• Own the product catalog and merchandising strategy, selecting products and categories, maintaining variety, and regularly refreshing the available assortment.

• Identify sourcing opportunities and new product categories, with an immediate focus on expanding the sports trading card offering.

• Evaluate, negotiate with, onboard, and manage fulfillment vendors, building long-term partnerships and securing competitive pricing and reliable service.

• Work with Product to define item values, rarity tiers, and pricing bands that align the catalog with target unit economics.

• Collaborate with Engineering to scope vendor APIs and market-pricing data feeds, ensuring catalog valuations remain aligned with market conditions.

• Monitor market trends, product releases, collectible demand, pricing discrepancies, supplier risks, and recurring stock availability issues.

• Establish repeatable workflows for vendor onboarding, product sourcing, and catalog updates to support increasing operational volume.

• Align decision-making responsibilities across Product and Customer Support for catalog management, pricing, and vendor selection.

• Develop a hiring plan within the first 90 days and build a lean team as fulfillment and merchandising needs expand.

• Provide weekly leadership updates covering fulfillment KPIs, vendor performance, catalog changes, and priority improvement initiatives.

• Coordinate operating routines across Customer Support, Product, Engineering, Risk, and Finance to ensure clear ownership and effective collaboration.

• Track and improve key performance indicators, including time to shipment, order accuracy, fulfillment-related support contacts, vendor fill rates, catalog variety and freshness, pricing accuracy, and cost per redemption.

Requirements:

• At least 6 years of experience in e-commerce operations, fulfillment, marketplace operations, or merchandising, including at least 2 years of people leadership or cross-functional leadership without direct authority.

• Hands-on experience managing product merchandising, catalogs, assortment planning, or product sourcing.

• Proven experience managing third-party logistics providers, drop-shipping operations, or vendor relationships against defined service-level agreements.

• Demonstrated ability to negotiate vendor contracts, commercial terms, pricing, and service expectations.

• Strong process-oriented thinking, with the ability to identify root causes, eliminate recurring operational issues, and build scalable workflows.

• Comfort working with spreadsheets, dashboards, and performance metrics to guide decisions and monitor operational results.

• A proactive, ownership-driven mindset and the ability to build durable processes, strong supplier relationships, and scalable operating structures.

• Excellent communication and collaboration skills, with the ability to coordinate priorities across multiple teams and stakeholders.

• Procurement experience is a plus.

• Familiarity with technical integrations, including the ability to define requirements for vendor APIs or data feeds in partnership with engineers, is an advantage.

• Knowledge of trading cards and collectibles, including Pokémon, sports cards, grading, and market pricing, is highly desirable.

• Experience in collectibles marketplaces, mystery-box businesses, flash-sale e-commerce, or Social+ gaming products is an advantage.

• Previous experience in a fast-growing startup or scaling organization, particularly building operational processes from the ground up, is preferred.

Benefits:

• Remote work flexibility, with the ability to work from anywhere in the United States.

• Part-time employment arrangement.

• An opportunity to establish and shape a new fulfillment and merchandising function, with meaningful ownership over processes, strategy, and execution.

• Scope for professional growth and increased leadership responsibilities as the business and operational volume expand.

• The opportunity to build and lead a lean team as the function scales.

• Cross-functional collaboration with teams spanning Product, Customer Support, Engineering, Risk, and Finance.

• A dynamic, growth-oriented environment where process improvements, data-driven decisions, and new ideas can have a direct operational impact.