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Salary: USD 116,000 - 159,500 / annual
Faire is a technology wholesale platform connecting independent retailers globally with suppliers. This senior operations role owns the end-to-end brand onboarding system for Fulfilled by Faire (FbF), a fulfillment service scaling from ~1% to 20% of GMV.
You will be a senior individual contributor (no direct reports) responsible for the entire onboarding program: KPIs, dashboards, roadmap, and operational health. Your influence comes from judgment, evidence, and follow-through rather than direct authority.
Key responsibilities:
**Own the onboarding system:** Manage the complete brand onboarding experience from commitment through activation and post-launch stabilization. You'll be accountable for KPIs, carry a focused portfolio of strategic and at-risk brands personally, and diagnose high-impact problems independently.
**Build the measurement layer:** Monitor and recommend improvements to the FbF onboarding KPI set. Document metric definitions with Analytics, build and maintain leadership dashboards, run weekly onboarding operating reviews, and use data to identify capacity constraints and bottlenecks early.
**Drive strategic improvement:** Define and sequence a rolling 3-6 month improvement roadmap prioritized by business impact. Lead complex cross-functional pilots from hypothesis to measured result. Find leverage through automation, self-serve, and playbooks so throughput grows faster than headcount. Insist on structural fixes and track corrective actions to closure.
**Own three cross-functional lanes:** Partner with FbF Product on roadmap priorities and problem briefs; own the SOP library, specialist enablement, and onboarding playbooks; own 3PL and network readiness including receiving standards and inbound exception playbooks as new nodes are added.
**Raise the bar:** Personally guide the largest (Platinum+) brands through onboarding. Coach the specialist team on root-cause rigor, brand communication, and operational judgment without direct authority. Run escalation reviews and communicate effectively at all levels—from warehouse floor detail to executive narrative to honest brand updates.
Expect 20-25% travel to fulfillment nodes and warehouse partners. Hybrid role based in San Francisco or New York; hybrid employees work in-office 3 days per week (Tuesdays, Thursdays, and one flex day) with flexibility to work remotely up to 4 weeks annually.
**Requirements:**
Minimum qualifications:
- 3+ years in client-facing fulfillment operations, seller onboarding, marketplace operations, or related field
- Hands-on experience with physical goods fulfillment and warehousing, ideally in a 3PL setting
- Ownership of an operational KPI you personally moved
- Experience defining metrics and building your own reporting
- Track record of resolving ambiguous problems independently and driving cross-functional work to closure through influence rather than authority
- Structured root cause analysis and judgment to distinguish symptomatic fixes from structural ones
- Experience working directly with brands, merchants, or partners across seniority levels
- Strong communication skills, including translating operational complexity to leadership audiences without losing fidelity
Preferred qualifications:
- Scaled a marketplace or seller onboarding program through a step change in volume
- Stood up operations at a new 3PL node or fulfillment center
- Working knowledge of WMS/OMS and how configuration shows up on the floor
- Designed or launched a self-serve or automated flow that removed manual steps
- Owned an SOP library or enablement program
- Comfort using AI tooling to compress analysis and documentation
- Prior online marketplace experience
