Order Management Manager

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 Experienced working daily in order management systems (OMS) and warehouse management systems (WMS) Data-driven operator comfortable building and tracking KPIs Skilled at managing multi-node fulfillment models Strong cross-functional collaborator Experienced building and maintaining SOPs that scale Comfortable operating in ambiguity Calm under pressure during peak periods, system outages, or vendor performance issues Proactive problem solver who spots patterns in order exceptions and identifies root causes Passionate about the role fulfillment plays in customer trust Thrives in fast-moving, scale-up environments Comfortable and enthusiastic about working in an AI-forward environment

Lead and develop a team of operations specialists responsible for monitoring real-time order performance across Babylist's fulfillment network 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 Partner closely with Customer Service to analyze order issue patterns and implement process or system fixes Build and maintain scalable SOPs for order exception handling, backlog management, vendor performance tracking, and escalation protocols Expand operational scope to include returns processing workflows, post-fulfillment order monitoring, and reshipment analysis Work cross-functionally with Supply Chain Strategy and Fulfillment teams to optimize order routing logic, improve inventory allocation, and enhance system integrations Manage relationships with 3PL and dropship partners, conducting regular performance reviews and setting clear SLA expectations Develop team through coaching, performance feedback, and growth opportunities Champion 'We Love Our Users' in every operational decision Identify opportunities to leverage AI and automation in order management workflows