Director, Digital Fulfillment

Do your Best Work in Mooresville

This position is based at our headquarters in Mooresville, North Carolina. Our corporate office is a space where you can collaborate and do your best work. Take a walk, grab a bite (or a cup of coffee), work out or get a check-up – we invest in you so you can find your inspiration.

Your Impact
The Director - Digital Fulfillment leads the team accountable for the strategy, customer experience, execution, and performance management of enterprise digital fulfillment capabilities. This role owns how customers see, compare, select, trust, and receive fulfillment options across the digital journey - from product detail pages, cart, and checkout through order status, communications, pickup, delivery, issue resolution, and returns handoff.

The Director is responsible for the competitiveness and reliability of customer promises across Truck Delivery, Parcel Ship-to-Home, Same Day Delivery, Vendor Direct / Dropship, and BOPUS / curbside pickup. The role balances customer speed, choice, and confidence with operational feasibility, inventory availability, capacity, cost-to-serve, margin, and long-term loyalty. This leader ensures digital fulfillment promises are accurate, transparent, market competitive, and supported by the store, supply chain, transportation, carrier, and vendor networks that fulfill them.

The Director will influence end-to-end channel performance, with particular accountability for digital sales funnel outcomes and strong partnership accountability for supply chain performance. This includes conversion, revenue capture, fulfillment option adoption, promise accuracy, pickup and delivery reliability, cancellation and exception reduction, WISMO contact reduction, customer satisfaction, and profitable growth. The Director partners closely with Digital Product and Technology, Supply Chain, Store Operations, Transportation, Inventory Planning, Merchandising, Marketing, Customer Care, Finance, Legal / Compliance, vendor direct partners, carriers, and last-mile providers to deliver a seamless omnichannel experience for DIY and Pro customers.

What You Will Do

• Define strategy and direction and oversee implementation of efficient processes and timelines for teams; drive process improvements where needed.

• Work in partnership with marketing, merchandising, and digital category teams to leverage corporate strategies to optimize inbound traffic levers as well as site monetization efforts with the intent to increase customer and product engagement.

• Accountable for on-time and accurate execution of business and technology project requests.

• Embrace changing business and stakeholder needs and industry trends to evolve the strategy, refine operations, and develop and grow capabilities to enhance business value and maintain a happy and healthy team.

• Ensure cross-functional partners are aligned and accountable to adhering to execution standards and timelines to assure peak operational efficiency; drive process improvements where needed.

• Provide strategic, customer-focused direction, for designated strategic focus areas, and decision-making for teams; set the north star for the teams work as well as the strategy of how to achieve those goals.

• Responsible for the internal and external tools, services, and platforms utilized by the team to execute their work.

• Ensure release support is executed within defined processes and timelines; drive process improvements where needed.

• Effectively organize and communicate optimal processes to improve digital category, merchant, and vendor productivity.

• Accountable for release sign-off and readiness by providing release go/no-go decisions for releases and change requests; recognize and account for omni-channel dependencies and potential impacts.

• Develop and manage a global team that operates both within US and India.

• Build standards for analyst and manager development. Set targets for success in role as well as cultivate talent for growth within the team. Work closely with other directors to build cross-departmental opportunities for development.

Minimum Qualifications

• Bachelor’s degree in business, marketing, engineering, user experience, retail operations, or related field or equivalent years of experience in lieu of education requirement, if applicable

• 10 years of experience in 2 or more of the following: user experience, creative design, project management, product management, business analysis, program management, retail merchandising, online or product marketing

• 6 years of demonstrated delivery of business results and people leadership

Preferred Skills/Education

*We encourage