ROLE OVERVIEW:

The ACES Manager for External Fulfillment (EF) Operations will lead change management, process excellence, and operational integration initiatives across EF channels including Seller Flex, Vendor Flex, Direct Fulfillment, Warehouse Integration, Stores Integration, and Easy Ship. This role serves as a critical bridge between technology, business, and operations teams to drive continuous improvement and operational excellence.

KEY RESPONSIBILITIES:

• 1. Change Management & Operations Integration (Primary Role)

• Lead end-to-end change management through the "Catalyst for Change" framework for all operational changes impacting EF network

• Provide operational inputs and requirements on solution design for new programs, products, tools, and technologies

• Review, finalize, and publish operator SOPs in standard documentation (START)

• Support resolution of all issues raised by ground operations teams

• Drive adoption and ensure stabilization of products/services before handover to Operations

Process Excellence & Gatekeeper Role:

• Review operator experience and process workflows for partner team initiatives
• Safeguard process flow and operator experience across all EF channels
• Ensure effectiveness of change management processes to deliver useful improvements
• Enable transparency of changes pre and post-implementation
• Provide streamlined one-stop-shop platform for change tracking

Training & Adoption:

• Raise training requests and support adoption drives across teams
• Own Learning POC responsibilities for channels/processes
• Drive training completion and assessment pass percentages

Performance Management & Metrics:

• Define and track operational success metrics including DEA, LSR, CR, ODR, SOR
• Monitor seller performance management policies
• Support defect elimination programs and quality improvement initiatives such reducing NVA
• Review WBR/MBR/QBR metrics and drive corrective actions

REQUIRED QUALIFICATIONS:

Education & Experience:

• Bachelor's degree required; MBA or equivalent advanced degree preferred
• Experience in operations management, process improvement, or program management
• Experience in e-commerce, logistics, or fulfillment operations preferred
• Proven track record of managing complex, cross-functional projects

Technical Skills:

• Strong understanding of warehouse management systems (WMS) and order management systems (OMS)
• Proficiency in data analysis tools and metrics tracking
• Experience with project management methodologies and tools
• Knowledge of Lean/Six Sigma principles preferred

Leadership & Soft Skills:

• Demonstrated ability to lead and influence without direct authority
• Strong analytical and problem-solving capabilities
• Excellent communication and stakeholder management skills
• Ability to work in ambiguous, fast-paced environments
• Customer-obsessed mindset with bias for action
• Strong ownership and accountability

Basic Qualifications

• Bachelor's degree in Operations, Supply Chain Management, Engineering, or another technical field
• Experience working with cross-functional teams

Preferred Qualifications

• Experience defining and implementing process improvement initiatives using data and metrics

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