Fulfillment Systems Director

Role Overview

We are seeking a highly experienced and technically strong Director of Engineering to lead the architecture, development, and scaling of our end-to-end post-order technology ecosystem.

This role will own the complete post-order lifecycle, including order confirmation, allocation, fulfilment, logistics orchestration, returns, replacements, refunds, and reconciliation. The ideal candidate will bring deep expertise in logistics and fulfilment systems, strong architectural capability, and a hands-on leadership style suited for high-growth environments.

This position requires close collaboration with Operations, Supply Chain, Customer Experience, Finance, Product, and Business teams to deliver reliable, scalable, and cost-efficient systems that enhance customer experience while improving operational efficiency.

Key Responsibilities

1. Post-Order & Fulfilment Ownership • Own the end-to-end post-order journey from order confirmation through delivery and post-delivery processes. • Design and scale systems to handle high transaction volumes, multi-warehouse fulfilment, and operational complexity. • Build resilient workflows that manage real-world exceptions such as inventory mismatches, partial fulfilments, delivery failures, failed pickups, and return-to-origin scenarios. • Ensure high availability, reliability, and performance across all fulfilment systems. 2. Logistics & Supply Chain Technology • Lead the design and implementation of technology solutions across first-mile, mid-mile, and last-mile logistics. • Manage integrations with OMS, WMS, ERP systems, courier partners, 3PL providers, and marketplace platforms. • Build orchestration layers to optimize allocation, routing, SLA adherence, and cost efficiency. • Enable real-time visibility into order status, SLA tracking, exception handling, and operational dashboards. 3. Returns, Replacements & Refund Systems • Architect seamless return and replacement workflows to deliver a frictionless customer experience. • Define and automate return eligibility, reverse logistics processes, quality checks, and refund triggers. • Partner with Finance and Operations teams to minimize reconciliation gaps, revenue leakages, and manual interventions. • Drive automation in credit notes, refunds, and settlement processes. 4. Architecture & Engineering Excellence • Drive modular, scalable, API-first architecture aligned with long-term platform strategy. • Build distributed, event-driven systems designed for performance, reliability, and cost optimization. • Establish strong observability practices including logging, monitoring, alerting, and system health metrics. • Define technical standards, review architecture decisions, and ensure engineering best practices. 5. Leadership & Execution • Translate business objectives into clear technical roadmaps and execution plans. • Lead, mentor, and scale high-performing engineering teams. • Set clear accountability, delivery milestones, and quality benchmarks. • Act as a hands-on leader when required to unblock teams and resolve critical production issues. • Drive measurable improvements in operational KPIs such as delivery SLAs, return turnaround time, refund timelines, and logistics cost optimization.

Qualifications & Experience • 12+ years of engineering experience, with significant exposure to e-commerce, D2C, marketplace, retail, or logistics technology platforms. • Proven track record of building and scaling post-order or fulfilment systems in high-volume environments. • Strong understanding of OMS, WMS, ERP integrations, courier ecosystems, and reverse logistics workflows. • Experience designing distributed systems and fault-tolerant architectures. • Demonstrated ability to lead cross-functional initiatives with strong ownership and execution focus