The Fulfillment & Delivery Lead will oversee all aspects of outbound within Smalls, including 3PL relationships, pick & pack processes, shipping performance, and cost management across all related activities.

This role provides an opportunity to operate and scale a fulfillment network within a fast growing DTC startup, ensuring predictable, low-cost operation while exceeding customer expectations.

What you’ll do:

• Oversee 3PL and shipper relationships
• Provide on the ground support for any trouble buildings, and work with them to improve processes, efficiency, and cost structure
• Monitor and drive improvement to 3PL performance, including SLA adherence, order receipt to ship time, and 3PL related quality complaints
• Provide 3PLs with a capacity forecast as well as estimated dry ice need so that they can produce in advance with minimal overage
• Monitor and drive improvements to shipper performance, including on-time delivery, minimizing shipment to delivery time, and holding shippers accountable for delays
• Advise on shipper network changes based on performance, optimizing for both cost and on-time (predictable) deliveries
• Recommend changes to pack-out SOP that will drive reductions in quality complaints and improve the customer experience. This includes keeping thawed orders to a minimum during summer months

What we'll love about you:

• You have 10-12 years of experience working within cold-chain fulfilment, specifically with 3PL partners
• You have experience managing outbound shippers such as FedEx and UPS, as well as regional carriers including CDL, LaserShip and OnTrac - including but not limited to rate card negotiations, and holiday shipment schedule coordination
• You have experience contracting with 3PL companies, and identifying and holding them to key contract terms that are the most important for delivering a consistent and high quality service (including but not limited to minimizing mispicks and minimizing order to shipment times).
• You have a clear understanding of how to translate a demand forecast to a 3PL level capacity forecast
• You have strong communication skills
• You have strong problem solving skills and the ability to conduct analyses to drive decision making

What you'll love about us:

• Mission-driven Company: highly motivated by cat health.
• People-driven Company: we work hard but also deeply care about mental health and burnout.
• Data-driven Culture: we do not make decisions without consulting the data.
• Competitive Salary: make some $$$
• Competitive benefits: Fully paid Health, Vision, Dental insurance options
• Fully Remote Office and Culture: our team is located across all four US time zones.
• Free Product: Free Cat Food every month.