Head of Fulfillment and Merchandising

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Senior Manager of Fulfillment and Merchandising based in the United States. This remote, part-time leadership role offers the opportunity to build and scale a fulfillment and merchandising function within a fast-growing digital gaming and e-commerce environment. You will own the end-to-end redemption journey, ensuring products move smoothly from order placement to delivery while maintaining high standards of speed, accuracy, and customer satisfaction. You will also shape the product catalog, source new items, negotiate vendor relationships, and optimize pricing to support sustainable business growth. Working closely with Customer Support, Product, Engineering, Risk, and Finance, you will establish clear processes, performance metrics, and cross-functional workflows. Initially hands-on, the role offers the opportunity to develop a lean team and build scalable operational foundations. The ideal candidate combines strong operational judgment, merchandising expertise, analytical thinking, and a passion for creating efficient, customer-focused systems.

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.