Order Management Manager

Summary

Join Babylist as the Order Management Manager and oversee the real-time performance of our multi-node order network, including internal fulfillment centers, 3PL partners, and dropship vendors. Lead a team of operations specialists to monitor backlogs, drive order accuracy, and deliver exceptional post-order experiences. Steward the customer's order journey, ensuring every package reflects our commitment to care and quality. Manage systems and teams to handle every order with precision and accountability. Act as the voice of the customer, identifying patterns, surfacing insights, and resolving operational pain points. Build and refine scalable processes to improve operational efficiency and enhance customer satisfaction. This role blends data-driven operational management, cross-functional collaboration, and proactive problem-solving.

Requirements

• A highly organized operations professional with 5+ years of experience in order management, fulfillment operations, or supply chain
• 2+ years of people leadership experience, managing exempt-level individual contributors in an operational environment
• Experienced in managing order operations across multi-channel fulfillment models (e.g., in-house, 3PL, dropship)
• Skilled in order management systems (OMS), warehouse systems (WMS), fulfillment workflows, and backlog performance tracking
• Familiar with customer-centric metrics such as delivery SLAs, with an additional focus on post-order experience
• A data-driven problem solver with strong analytical skills and experience using KPIs to inform decision-making
• A proactive cross-functional collaborator who communicates clearly with internal teams and external partners
• Calm under pressure, comfortable with ambiguity, and relentless in owning outcomes
• Excited to build and refine scalable processes that improve operational efficiency and enhance customer satisfaction
• Aligned with Babylist’s mission and core values—especially our commitment to Loving our Users and Commit, Act, Deliver

Responsibilities

• Lead a high-performing team responsible for the real-time performance of Babylist’s order flow across fulfillment centers, 3PLs, and dropship vendors
• Own key operational metrics, including backlog, order processing times, and fulfillment error rates
• Monitor order backlogs daily and escalate issues proactively to internal and external stakeholders to drive resolution
• Collaborate closely with Babylist Customer Service to identify, analyze, and resolve order issues, ensuring fast and caring resolution for customers
• Expand operational scope to include returns management workflows, post-fulfillment order monitoring, and reshipment root cause analysis
• Partner with the Supply Chain Strategy and Fulfillment teams to innovate and improve operational workflows and system integrations
• Build strong relationships with fulfillment partners, driving accountability and continuous improvement in service delivery
• Establish and maintain scalable standard operating procedures (SOPs) to support current volume and future growth
• Champion Babylist’s values in every decision, driving a culture of operational excellence, care, and ownership within your team

Benefits

• 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 work at a sustainable pace which means work/life balance is a real thing here
• 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
• 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