Role Overview
The Fulfillment Support Team Manager is responsible for the strategic leadership and operational success of the Fulfillment Support department. This role focuses on optimizing workflows, overseeing system health, and providing the training necessary to drive peak productivity. By balancing process innovation with strict SLA adherence, the Manager ensures the team is fully equipped to deliver high-quality support. Success in this role is measured by the team’s ability to fulfill orders accurately and timely, properly troubleshoot issues and handle high priority seller requests as reflected in CSAT scores and fulfillment rate. It is critical to oversee seller requests and Marketplace demands, ensuring prioritization and organization of needs to uphold internal efficiency and external partner satisfaction.