Fulfillment Manager

Role Summary
The Fulfillment Manager is the onsite owner of all fulfillment operations, accountable for planning, coordinating, and overseeing tablet provisioning, shipping, and inventory management. This role sets daily priorities, manages people and process, and ensures fulfillment operations scale in a controlled, reliable way as volume increases.

Key Responsibilities

Operational Ownership

• Own end-to-end fulfillment performance, including daily throughput, accuracy, and on-time shipping

• Set daily and weekly fulfillment plans based on incoming demand and capacity

• Monitor work in progress and proactively address bottlenecks or delays

Team Leadership

• Manage and direct fulfillment staff and temporary resources

• Assign work, set expectations, and ensure processes are followed consistently

• Train new team members and reinforce standard operating procedures

• Serve as the first point of escalation for fulfillment issues

Process & Controls

• Establish, document, and maintain fulfillment workflows and SOPs

• Ensure inventory tracking is accurate and auditable at all times

• Implement basic operational controls to prevent errors, rework, or loss

• Partner with leadership and technical teams on process improvement and automation

Inventory & Shipping Oversight

• Oversee tablet, accessory, and supply inventory levels

• Ensure timely and accurate shipment of devices

• Identify and resolve shipping exceptions and discrepancies

Communication & Reporting

• Provide regular updates to leadership on fulfillment status, risks, and capacity

• Flag constraints early and recommend adjustments to demand or staffing

• Represent fulfillment in cross-functional conversations with enrollment, engagement, and IT

Qualifications

• Experience managing operations, fulfillment, logistics, or device provisioning teams

• Proven ability to lead people and manage day-to-day execution

• Strong organizational and prioritization skills

• Comfortable operating in a fast-changing environment with incomplete systems

• Clear communicator with a bias toward accountability and follow-through

What Success Looks Like

• Fulfillment operates predictably and calmly, even as volume increases

• Team members know their roles, priorities, and expectations

• Inventory and shipping data are reliable and up to date

• Leadership has confidence in fulfillment capacity and execution