Senior Manager of Distribution & Customer Experience

Parachute is seeking a hands-on, operationally-minded leader to own execution and continuous improvement of Parachute’s fulfillment network and customer care operations. This role will lead end-to-end order fulfillment across retail, B2B, and D2C channels ensuring orders are delivered accurately, on time, and as efficiently as possible.  

You’ll serve as the primary owner of our 3PL and drop-ship network, driving performance, accountability, and operational excellence across partners. This role sits at the center of Supply Chain, partnering closely with Planning, Transportation, Finance, and Growth to deliver a seamless customer experience. 

Reports to: Chief Supply Chain Officer 

Location: Culver City, Los Angeles, CA — in office Monday to Thursday 

What You’ll Do

• Own end-to-end fulfillment performance across all channels (B2C, Retail, B2B), with accountability for cost, speed, and accuracy
• Lead day-to-day execution across 3PL and drop-ship partners, resolving issues and protecting the customer experience through On Time In Full Shipped (OTIF)
• Ensure third-party warehouse provider owns and manages warehouse KPIs and service level expectations; holding partners accountable through reporting, root-cause analysis, and corrective actions
• Manage outsourced warehouse performance across receiving, inventory management, picking, packing, shipping, and reverse logistics
• Drive continuous improvement across labor productivity, throughput, and order accuracy
• Execute inventory control, labor planning, and Sales & Operations process to ensure operational readiness in partnership with other members of the Supply Chain team: Planning, Procurement, Transportation, Growth and Finance
• Lead operational planning readiness with third-party for peak events, promotions, and special launches
• Directly manage and develop the fulfillment coordinating team, setting priorities and ensuring consistent execution.
• Support wholesale and retail fulfillment execution, including customer order management and communication with B2C customers 
• Oversee BPO customer care operations, ensuring a high-quality, efficient, and brand-aligned customer experience
• Be physically present in the Culver City office to partner closely with cross-functional teams (Creative, Growth, Planning, and Product) on real-time fulfillment needs—reviewing product readiness, aligning on launch timelines, troubleshooting order or inventory issues, and enabling faster, higher-quality decision-making across the business.

Who You Are

• 5+ years of experience leading fulfillment, distribution, or warehouse operations in an e-commerce or DTC environment
• Deep experience managing a warehouse, 3PL, or outsourced warehouse partners, with a track record of improving performance and reducing costs
• Strong operator with the ability to zoom in on execution while driving broader system improvements
• Experience owning KPIs such as OTIF, cost per order, and inventory accuracy
• Has managed inventory by location with high accuracy and reverse logistics and wholesale routing requirements
• Demonstrated ability to improve performance and motivate team with indirect influence 
• Understanding of financials and demonstrated knowledge of managing a budget 
• Familiarity with Sales & Operations processes and cross-functional supply chain planning
• Led the implementation of Lean Six Sigma techniques  
• Experience with ERP and e-commerce platforms (NetSuite and Shopify preferred)
• Experience overseeing customer care or BPO operations is a plus
• Comfortable operating in a fast-paced, evolving environment with a high level of ownership

Additional Details

• Willingness to travel up to 50% (primarily East Coast warehouse locations)
• Ability to align working hours with East Coast operations as needed

What You’ll Get:

• Work that fits your life
• Hybrid schedule with Fridays work-from-home
• Beautiful HQ in the heart of Culver City, steps from the light rail
• Dog friendly office
• Take care of you (and your people)
• Comprehensive medical, dental, vision, and disability coverage
• One Medical (full health) , Kindbody (fertility health), and Talkspace (mental health) memberships for modern, easy access to care
• Up to 10 weeks of paid parental leave for growing families
• Time to truly unplug
• Open & flexible PTO - take the time you need, when you need it
• Support beyond your paycheck
• 401(k) through Empower
• Monthly work-from-home stipend
• Monthly cell phone r