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Order Experience Manager

4 months ago

Mississauga, Canada dbrand Full time

**Description**

**The Role**

Thousands of orders, assembled from thousands of SKUs, are awaiting fulfillment. For a mediocre eCommerce brand, this is a monumental, historic undertaking. For dbrand, it's a Monday. As Order Experience Manager, you're not concerned about the volume - we could manage that in our sleep. The day's biggest challenge, for you, is figuring out how to assemble, package, and ship these orders with the care and attention that dbrand's million-plus superfans deserve. One customer wants his package shipped in an oversized box full of packing peanuts. Another wants a drawing of Che Guevara playing the flute. Some guy wants a personalized, hand-drawn note from every employee in the company. Your job is to make it happen... while also fulfilling thousands of orders assembled from thousands of SKUs.

You coordinate with the team on the game plan. The talented artist is on Guevara duty. The sociable team player is in charge of sourcing the hand-drawn notes from every corner of the warehouse. You're sourcing the packing peanuts. When it's all said and done, the plan goes off without a hitch. The orders have left the building. All that's left is to keep an eye out for the guy with the packing peanuts. After all, when he posts his comically large box full of styrofoam on Twitter, the team needs to see it. Just another Monday for dbrand's Order Experience Manager.

Do the above paragraphs describe you? Of course not. You don't work here... yet. We can change that. Who you are is irrelevant. What we care about is who you'll be, when given the tools, knowledge, and agency that will enable you to succeed. We need a talented team-builder with an eye for the one-of-a-kind customer experiences that set dbrand apart from other eCommerce businesses. Someone who's motivated, driven, and committed enough to live up to our customers' sky-high expectations for timeliness, accuracy, and attention to detail. If that's not you, save us all some time and close this window. If you're still with us... maybe those paragraphs describe you after all.

**The Environment**

At dbrand, expect a clean, modern, well-lit warehouse with desks, chairs, and rows of inventory bins. The warehouse floor? You could eat off it. Should you? Who can say? We're not scientists. Instead, we're a team who works hard and plays hard. There's nothing we're more committed to than ongoing growth... other than unparalleled product quality and customer experience.

What's in it for you? Well, unlike most companies, we actually care about the work we're doing. You have long-neglected ideas on process improvement and efficiencies - they'll finally be heard. At dbrand, you have the opportunity to lead and coach a team who offer best-in-class service and exceptional roasts on Post-it Notes.

Before you can get the opportunity to develop our dynamic team and create unparalleled customer experiences through our order fulfillment process, you'll need to prove yourself. Let’s see if you’ve got what it takes
*
The Characteristics*
- **Agile**: You’re nimble. You’re adaptable. You thrive in an environment where priorities can change in an instant.
- **Analytical**:Your decisions are driven by only one thing: data. You continue to master all the tools necessary to surface insights.
- **Collaborative**: You enjoy purposeful meetings. You value the contributions and perspectives of your CEO as much as you do your subordinates.
- **Curious**: You’re eager to learn new concepts and master new skills. There’s no tool that’s useless in your arsenal.
- **Demanding**: You expect the performance of your team to be nothing short of flawless.
- **Disciplined**: You never allow the details to slip, understanding that every bit of minutiae forms the bigger picture.
- **Enthusiastic**: You exhibit a contagious passion for problem solving, quality, accuracy, and camaraderie.
- **Innovative**: You develop new approaches to complex problems.
- **Leader**:Your ability to execute action plans is only exceeded by your capacity for leadership. Your experience has taught you that lone wolves die hungry, while packs cannot be stopped.
- **Perfectionist**: You persist until the smallest detail has been optimized. Knows nothing less than 100%.
- **Persistent**: You’ve never failed. You’ve only experienced speed bumps on your path to success.
- **Reliable**: You live up to both verbal and written agreements. You can be trusted to work effectively, without oversight.

**The Responsibilities and Qualifications**

In order to make a positive impact as part of our team, your focus in this role will be to:

- Identify, implement and monitor technology-first solutions to optimize the overall order fulfillment flow and subsequent data and reporting to other departments.
- Create and realize innovative OX strategies, ensuring dbrand’s unique brand positioning is represented throughout the end-to-end order experience.
- Scale order fulfillment processes and capacity