The Vice President of Product Fulfillment will serve as the senior business and operational leader for our growing eCommerce and product fulfillment offering. This individual will be responsible for ensuring we deliver an industry-leading customer experience from sales solutioning and implementation through ongoing operations, account management, and growth.
This role requires a leader with deep 3PL, eCommerce fulfillment, and warehouse operations experience who can confidently serve as the subject-matter expert in the room with customers, prospects, Sales, and Operations.
As we expand our direct-to-brand fulfillment business, the VP of Product Fulfillment will help transition the organization from relying on fulfillment partners for industry expertise to owning that expertise internally. This individual will help customers improve their fulfillment operations, reduce total costs, improve speed and quality, and successfully scale their businesses.
The VP will work closely with site operations leaders while directly leading the account service/customer service organization supporting Product Fulfillment. The position will operate within a matrixed environment across Product Fulfillment and Marketing Communications clients.
Product Fulfillment Leadership:
- Serve as the organization's senior subject-matter expert for eCommerce and product fulfillment.
- Establish scalable operating standards, best practices, service models, KPIs, and customer expectations across the fulfillment network.
- Bring current industry knowledge regarding DTC, B2B, retail fulfillment, marketplace fulfillment, FBA, inventory management, warehouse technology, parcel transportation, and value-added services.
- Identify opportunities to improve productivity, quality, inventory accuracy, order cycle time, transportation costs, and customer experience.
- Help develop the capabilities, processes, technology, and talent required to scale the Product Fulfillment business profitably.
Customer Leadership & Account Management:
- Serve as a senior executive contact and trusted advisor for strategic Product Fulfillment customers.
- Lead customers through fulfillment decisions rather than simply executing customer requests.
- Understand customers' businesses, growth plans, sales channels, operational challenges, and cost structures and proactively recommend solutions.
- Develop account strategies designed to improve customer performance while expanding profitable revenue opportunities.
- Lead resolution and executive communication surrounding significant service, inventory, quality, implementation, or operational issues.
- Build strong executive relationships that improve retention, customer satisfaction, and organic account growth.
Sales & Solution Development:
- Partner directly with Sales during prospect discovery, facility tours, solution design, pricing, proposals, and presentations.
- Provide the operational credibility and industry expertise required to win direct-to-brand fulfillment relationships.
- Translate customer requirements into executable fulfillment solutions, including labor, space, systems, transportation, SLAs, implementation requirements, and operational complexity.
- Help Sales identify the right opportunities for our network and ensure new business is operationally viable and financially attractive.
- Participate in strategic RFPs and customer presentations as the organization's senior Product Fulfillment expert.
Client Implementation & Onboarding:
- Provide executive ownership and oversight of Product Fulfillment implementations.
- Ensure requirements are clearly documented and translated into operational, systems, staffing, inventory, transportation, and customer-service plans.
- Establish implementation readiness criteria and go-live governance.
- Coordinate across Sales, Operations, IT/WMS, Implementation, Transportation, Finance, and Account Services.
- Lead post-launch hypercare and ensure accounts transition successfully into steady-state operations.
- Develop repeatable implementation disciplines that reduce launch risk and accelerate time to stable, profitable operations.
Operations Partnership:
- Work collaboratively with warehouse/site leadership while respecting direct operational reporting structures.
- Translate customer expectations into measurable operating requirements and ensure alignment between commercial commitments and operational capabilities.
- Review performance across SLA attainment, inventory accuracy, quality, productivity, capacity, labor efficiency, and profitability.
- Identify systemic performance gaps and work with site leadership to implement corrective actions.
- Ensure customer commitments are realistic, measurable, and operationally executable.
Account Services & Customer Experience:
- Lead the account service/customer service resources supporting Product Fulfillment customers.
- Establish clear ownership, escalation procedures, communication standards, business-review processes, and performance reporting.
- Develop account service talent capable of understanding both the customer's business and warehouse operations.
- Create a consistent customer experience across multiple fulfillment locations.
- Build a proactive account-management culture focused on solving problems before they become customer escalations.
Measures of Success:
Success in this role will be measured through:
- Successful and on-time customer implementations
- SLA and quality performance
- Inventory accuracy
- Customer retention and satisfaction
- Revenue and gross-margin growth
- Expansion of existing customer relationships
- Improved fulfillment productivity and cost-to-serve
- Reduction in customer escalations
- Development of scalable fulfillment processes and capabilities
- Growth of direct-to-brand relationships
- Increased organizational expertise and reduced dependence on external fulfillment partners
The successful candidate will have significant leadership experience within a sophisticated 3PL, eCommerce fulfillment, omnichannel distribution, or similar environment.
Required Experience:
- 10+ years of progressive leadership experience in 3PL, eCommerce fulfillment, distribution, or related supply-chain operations.
- Significant experience managing DTC and B2B fulfillment operations.
- Strong understanding of warehouse operations, inventory management, order fulfillment, labor management, transportation, and customer SLAs.
- Demonstrated experience with WMS platforms and technology-enabled fulfillment environments.
- Experience leading complex customer implementations and operational launches.
- Experience managing strategic customer relationships and executive-level escalations.
- Proven ability to work directly with Sales on solution design, pricing, RFPs, and new-business presentations.
- Strong financial understanding of fulfillment economics, including labor productivity, storage, transportation, cost-to-serve, pricing, and gross margin.
- Experience leading customer/account service organizations within a matrixed operating structure.
- Demonstrated ability to operate successfully across multiple facilities and functional teams.
Preferred Experience:
Experience with several of the following would be particularly valuable:
- DTC fulfillment, Amazon FBA/marketplace fulfillment, retail/B2B compliance, parcel optimization, multi-node fulfillment, kitting/value-added services, peak planning, WMS implementations, inventory reconciliation, automation, and direct-to-brand 3PL sales.
Leadership Profile:
We are seeking a leader who combines operational credibility, commercial judgment, and customer presence .
This person must be comfortable walking a warehouse floor with an Operations Director in the morning, developing a solution with Sales in the afternoon, and sitting across the table from a customer's CEO or supply-chain executive later that day.
The right candidate will not simply manage fulfillment accounts. They will understand the industry well enough to lead customers, challenge assumptions, anticipate problems, and recommend better solutions.
Ultimately, this role will help establish Product Fulfillment as a differentiated growth platform by combining operational execution with the expertise and consultative leadership customers expect from a world-class 3PL.
EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.
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