Head of Customer Order Management

Position Overview:
We are looking for a Head of Customer Order Management to lead a high-performing team responsible for ensuring timely, accurate delivery of thousands of customer orders each day. This role is central to our mission of delivering a world-class customer experience—particularly in a complex fulfillment environment where many orders are picked and shipped from our own shelves, while others are sourced from a diverse network of vendors. You’ll be responsible for orchestrating seamless coordination between in-house inventory and vendor-supplied items, ensuring that every order—regardless of its sourcing complexity—arrives complete, on time, and with the accuracy our customers expect. This is a mission-critical leadership position focused on driving fulfillment excellence, optimizing processes, and building the systems and partnerships needed to support scalable, high-volume operations.

About FCP Euro:
FCP Euro is an online automotive parts retailer headquartered in Milford, Connecticut. FCP stands for "Foreign Car Parts," and we specialize in replacement parts for European vehicles.  In the past 10 years, FCP Euro has earned a spot on the Inc. 5000 fastest-growing private companies list eight times. Customer service is deeply rooted in our core values.  FCP Euro is a customer and technology company, and this unique blended culture has yielded outstanding results worthy of reward and recognition. We are devoted to developing and maintaining user-friendly and accurate automotive catalogs. We have an incredible enthusiasm for what we do, and we are always looking for ways to grow, learn, and improve.

Key Responsibilities:

• Own and optimize order management systems and workflows across procurement, vendor relations, logistics, and customer service to ensure operational alignment and efficiency.
• Leverage data analytics to consolidate performance insights from vendors, lead times, and fulfillment operations, identifying gaps and opportunities to improve customer outcomes.
• Continuously monitor performance and identify areas for improvement, using operational insights to enhance both internal efficiency and the end-customer experience.
• Design and implement customer-centric KPIs and SLAs, using them to drive accountability, surface failure points, and improve service levels.
• Lead process improvements and automation initiatives to reduce exceptions, streamline workflows, and scale order operations with increased accuracy and speed.
• Oversee end-to-end order fulfillment, primarily just-in-time and drop-ship strategies, while partnering with Logistics and Catalog teams to eliminate delays and optimize shipping logic.
• Manage the purchase order flow and sourcing strategy, using data and vendor feedback to prevent stockouts, reduce lead time variability, and meet delivery commitments.
• Develop vendor performance reporting and collaborate with internal stakeholders to hold vendors accountable for service, accuracy, and fulfillment timing.
• Partner cross-functionally with Logistics, Customer Service, Fulfillment and Finance to proactively resolve escalations, reduce backorders, and improve the overall order-to-delivery experience.
• Build and lead a high-performing team, setting clear performance goals, mentoring team members, and fostering a culture of proactive communication and continuous improvement.

Qualifications & Experience:

• 7+ years of experience in order management, supply chain, or sales operations—preferably in an eCommerce environment,