Head of Fulfillment

Role Summary:The Head of Fulfillment is responsible for the end-to-end management of the organization'sfulfillment operations, including fulfillment centers, dark stores, and future distributionfacilities. The role ensures operational excellence, scalable growth, cost optimization, andexceptional customer service while developing a high-performing operations network.Key Accountabilities:Develop and execute the fulfillment strategy aligned with business objectives.Lead multi-site fulfillment operations to ensure operational excellence.Drive continuous improvement, automation, Technology Roadmap, and processoptimization initiatives.Own operational KPIs, service levels, capacity, productivity, quality, safety, and costperformance.Oversee workforce planning, budgeting, and resource allocation.Partner with Finance, Commercial, Technology, Supply Chain, and other business functions.Ensure compliance with operational policies, regulatory requirements, and HSE standards.Develop future leaders through coaching, succession planning, and capability building.Own the fulfillment operational budget and P&L by driving cost optimization and financialperformance, while ensuring operational targets are achievedDevelop and execute peak season readiness plans, business continuity strategies, andcontingency plans to ensure uninterrupted operations during periods of high demand oroperational disruption.Key Competencies & SkillsStrategic leadership and operational execution.Multi-site fulfillment and warehouse management.Network expansion and capacity planning.Cost optimization and productivity improvement.Demonstrated experience managing operational budgets, P&L, and investment businesscasesWarehouse Management Systems (WMS) and automation knowledge.Data-driven decision making using KPIs and dashboards.Strong governance, compliance, and operational risk management capabilitiesCross-functional collaboration and stakeholder management.Strong communication, problem-solving, and change management.Experience & Qualifications:Bachelor's degree in supply chain, Logistics, Industrial Engineering, BusinessAdministration, or related field.Master's degree is an advantage.0–15 years of progressive fulfillment, logistics, or warehouse leadership experience. Provenexperience in 3PL fulfillmentExperience leading large multi-site operations and cross-functional teams.Experience in Lean, Six Sigma, Kaizen, or continuous improvement methodologies ispreferred.Proven experience leading Warehouse Management System (WMS) implementations, andwarehouse automationDemonstrated experience owning operational budgets, financial planning, cost control, andfulfillment P&L performance.Experience leading peak season operations and business continuity planning within high-volume fulfillment environments.Performance Expectations:Achieve operational excellence across all fulfillment sites.Fact-based, data-driven decision-makingContinuously improve labor productivity and optimize operational costs.Maintain high service levels and customer satisfaction.Successfully support network expansion and operational scalability.Build strong leadership capability and succession pipelines.Culture & Leadership ProfileStrategic thinker with strong execution capability.Customer-centric and results-oriented.Thrives in fast-paced, high-growth environments.Promotes accountability, collaboration, innovation, and continuous improvement.Reporting StructureReports To: Executive Leadership / Chief Operating OfficerDirect Reports: Fulfillment Managers, Site Managers, Operations Excellence, Inventory, Warehouse Operations