Order Management Manager
120350 - 144420 USD per year
Location:United States, Canada
Languages:English
Seniority level:Manager, 5+ years
Experience:5+ years
Skills:
LeadershipData AnalysisPeople ManagementCross-functional Team LeadershipOperations ManagementProcess improvement
Requirements:
- 5+ years in order management, fulfillment operations, or supply chain in e-commerce, retail, or logistics environments with experience managing order flow across multiple fulfillment channels (in-house, 3PL, dropship)
- 2+ years managing exempt-level individual contributors in operational roles, including coaching through performance challenges, setting clear expectations, and developing team capabilities
- Experienced working daily in order management systems (OMS) and warehouse management systems (WMS), including troubleshooting order exceptions, managing backlog queues, and understanding system integrations between platforms
- Data-driven operator comfortable building and tracking KPIs including backlog aging, order processing time, fulfillment error rates, delivery SLA performance, and customer-facing metrics like reshipment rates
- Skilled at managing multi-node fulfillment models where orders route to different facilities or partners based on inventory location, shipping speed, or cost optimization
- Strong cross-functional collaborator who partners effectively with Customer Service to resolve order issues, with Supply Chain to optimize inventory allocation, and with 3PL/vendor partners to drive performance improvements
- Experienced building and maintaining SOPs that scale—you've created documentation and workflows that new team members can follow and that hold up during high-volume periods
- Comfortable operating in ambiguity where you build processes from scratch, make decisions with incomplete information, and iterate based on what's working
- Calm under pressure during peak periods, system outages, or vendor performance issues—you can triage quickly, communicate clearly, and keep your team focused on solutions
- Proactive problem solver who spots patterns in order exceptions, identifies root causes, and drives fixes rather than just managing symptoms
- Passionate about the role fulfillment plays in customer trust—you see order accuracy and delivery speed as promises to customers, not just operational metrics
- Thrives in fast-moving, scale-up environments (vs. large enterprises) where you're expected to be hands-on, move quickly, and prioritize ruthlessly
- Comfortable and enthusiastic about working in an AI-forward environment where AI tools are part of daily operations. You embrace technology to enhance your work while keeping people at the center
Responsibilities:
- Lead and develop a team of operations specialists responsible for monitoring real-time order performance across Babylist's fulfillment network (internal FC, 3PLs, dropship vendors)
- Own operational KPIs including backlog aging, order processing speed, fulfillment error rates, delivery SLA performance, and reshipment root cause metrics
- Monitor order backlogs daily across all fulfillment nodes, identify bottlenecks in real-time, and escalate proactively to internal teams and external partners to drive resolution
- Partner closely with Customer Service to analyze order issue patterns, identify systemic problems, and implement process or system fixes that prevent recurring issues
- Build and maintain scalable SOPs for order exception handling, backlog management, vendor performance tracking, and escalation protocols that support current volume and future growth
- Expand operational scope to include returns processing workflows, post-fulfillment order monitoring, and reshipment analysis to reduce customer friction and operational cost
- Work cross-functionally with Supply Chain Strategy and Fulfillment teams to optimize order routing logic, improve inventory allocation, and enhance system integrations between OMS, WMS, and vendor platforms
- Manage relationships with 3PL and dropship partners, conducting regular performance reviews, setting clear SLA expectations, and driving continuous improvement in service delivery
- Develop your team through clear coaching, performance feedback, and growth opportunities—building capability in data analysis, problem-solving, and operational ownership
- Champion We Love Our Users in every operational decision, ensuring that speed, accuracy, and care are balanced in how orders are processed and delivered
- Identify opportunities to leverage AI and automation in order management workflows while maintaining human oversight on customer-facing decisions
