Order Management Manager

Who We Are

Babylist is the leading vertical marketplace and commerce destination for baby, driving purchase decisions for more than 8 million people each year. Utilizing robust proprietary data, patented technology, and unbiased editorial guidance, Babylist recommends expert-tested products to those starting their parenting journey so loved ones can offer their support. Babylist registries connect new parents and their community of family and friends who help plan, prepare, and shop for a child's arrival. Babylist is the generational brand in baby, leading the $67 billion baby products market as the trusted go-to solution for growing families. To learn about Babylist’s registry options, editorial content, and more, visit www.babylist.com.

Our Ways of Working

We have team members located across the United States spanning multiple time zones. This means we put in extra effort to make sure we connect and collaborate in ways that make sense for us. We know how valuable the flexibility of remote work is for our employees. 

We know that personal connection is the foundation for the great work we do together. In order to build those relationships with team members in other cities, we meet with coworkers in person two times a year at a full company offsite and a departmental offsite. These offsites are expected of employees and are great opportunities to meet the people you work with every day and to do some of the work that is much more difficult to do virtually.

What the Role Is

We are looking for an Order Management Manager to join our growing Supply Chain and Operations team! As the Order Management Manager, you will oversee order entries, status, billing, product allocation, returns, adjustments and product availability as well as strategic management of all order management processes to ensure a world class experience for our expecting parents, gift givers, and families. Reporting to the Director of Operations, you will own the end to end experience monitoring recurring failures and breaking points, identifying trends, and communicating out to key stakeholders across the company. 

Who You Are

• 5+ years of experience in an Order Management, Operations or Fulfillment 
• Strong domain knowledge of e-commerce and fulfillment domains 
• Familiarity with e-commerce fulfillment orders and systems such as Shipwire, WMS systems and Sigma
• Must have advanced Excel skills - familiar with macros, pivot tables and data analytics
• Strong technical and analytical aptitude to analyze operations and determine where improvements are needed
• Experience working with or for a 3PL provider is preferred
• You take initiative to identify problems and complete projects with minimal instruction or guidance
• You have excellent written and verbal communication skills, and can express ideas effectively to a variety of audiences

How You Will Make an Impact

• Monitor our order management systems to ensure that orders are flowing through the entire lifecycle efficiently
• Flag and drive resolution on any systemic or operational issues that are preventing timely fulfillment, status updates, customer billing, etc
• Ensure that order management rules are properly configured and that systemic application of those rules is working as expected
• Oversee small execution team that owns fraud review and daily exception management functions
• Provide operational support for product and engineering ad hoc research/responses to fulfillment questions surfaced by customer service, 3PL providers, and supply chain teams
• Provide input to new KPIs and the development of reporting for new measurements 
• ID & quantify recurring order related issues/customer complaints and own driving these issues to resolution
• Fill the knowledge gap between customer service and supply chain team operations
• Help shape & train on new order related process (i.e. freight, consolidated shipping, etc)
• Monitoring out of stock and order impacts. Track fulfillment SLA compliance
• Work with Customer Support to identify order issue root causes and assist in resolving related  customer complaints
• Provide insights of workflow between Supply Chain operations and all systems and vendors
• Collaborate with Vendor Management, Merchandising, and Inventory Control & Quality Assurance on defects impacting orders or customer experience
• Collaborate with supply chain, inventory management, and fulfillment teams on any demand spikes and help ensure readiness

Why You Will Love Working At Babylist

• We invest in the infrastructure you’ll need to be supported and successful: tools, opportunities to connect with colleagues, and a stipend to help you set up your office
• We build products that have a positive impact on millions of people’s lives
• We work at a sustainable pace which means work/life balance is a real thing here
• We believe technology and data can solve hard problems 
• We believe in exceptional management 
• We are an antiracist organization and doing the work to support differences of all kinds
• We offer competitive pay and meaningful opportunities for career advancement
• We have great benefits like company paid medical, dental, and vision, a generous paid parental leave policy, and 401k with company match
• We care about employee wellbeing with perks for physical, mental and emotional health, parenting, childcare, and financial planning

Babylist takes a market-based approach to pay, and pay may vary depending on your location. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location.

The estimated pay range for this role is $87,000.00 - $123,000.

In addition, Babylist offers equity, bonus, and benefits, including company paid health, dental and vision insurance, 401(k) matching, flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.

If your experience is close to what we’re looking for, please consider applying. Experience comes in many forms – skills are transferable, and passion goes a long way. We know that diversity makes for the best problem-solving and creative thinking, which is why we’re dedicated to adding new perspectives to the team and encourage everyone to apply.

#bi-remote