Senior Manager, Fulfillment Operations & Customer Experience, Branded Commerce

The mission of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It’s why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It’s why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it’s why our business strategy centers on making journalism so good that it’s worth paying for. 

Job Description

The New York Times Store is looking for a Senior Manager, Fulfillment Operations and Customer Experience. You will oversee the end-to-end post-purchase journey, from inbound inventory and warehouse operations through order fulfillment, shipping, and customer support.

About the Role:

You will lead our network of fulfillment partners, operations management, cost efficiency, and a seamless customer experience that reflects the quality of The New York Times brand. This is a hybrid role based in our New York headquarters, reporting to the Managing Director. You can typically expect to be in the office 3 days per week.

 

Responsibilities:

• Lead the end-to-end post-purchase customer journey, ensuring a seamless, high-quality experience from order placement through delivery
• Lead all fulfillment partner relationships, including our 3PL (branded merchandise), print plant (newspapers), and print-on-demand vendor. Be the primary contact, holding partners accountable to performance and SLA standards.
• Oversee outbound fulfillment operations across all partners, ensuring accuracy,timeliness, and a consistent customer experience across fulfillment partners 
• Oversee inventory ownership across warehouse and internal systems, ensuring accuracy  between physical stock and reporting
• Monitor inventory levels and manage reorder timing, preventing stockouts and excess inventory in partnership with the Managing Director
• Lead fulfillment forecasting and capacity planning in partnership with our teams and fulfillment partners, ensuring readiness for product launches and peak periods
• Manage all open purchase orders in partnership with Production & Sourcing and fulfillment partners
• Manage shipping costs through carrier analysis, rate negotiation, and ongoing performance tracking
• Oversee the customer service function, including inbox management and part-time support, ensuring issue resolution
• Be the point person for the escalation of complex customer and operational issues, driving resolution and identifying causes to prevent recurrence
• Establish and continuously improve customer experience standards and response frameworks
• Own reporting and analysis across fulfillment, shipping, and customer service performance, tracking key metrics (e.g., fulfillment time, cost per order, return rates, customer satisfaction) and using insights to drive decision-making
• Oversee packaging standards, branded inserts, and supply procurement (boxes, mailers) to guarantee an elevated unboxing experience
• Manage returns processing and internal order fulfillment, including kiosk and in-office inventory, ensuring accurate tracking and cost visibility
• Demonstrate support and understanding of our value of journalistic independence and a strong commitment to our mission to seek the truth and help people understand the world.

Basic Qualifications:

• 8+ years of experience in e-commerce fulfillment operations, logistics, and customer experience
• Experience managing a 3PL partnership with an understanding of warehouse operations and shipping
• Experience with operational performance, including shipping costs, SLAs, inventory accuracy, and customer satisfaction metrics
• Experience leading customer experience or support departments, including developing processes, managing escalations, and improving service standards
• Experience using data to guide decisions, identify inefficiencies, and implement scalable solutions

Preferred Qualifications:

• Experience developing operating procedures.
• Shopify platform experience

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The annual base pay range for this role is between:$135,000—$145,000 USD

For roles in the U.S., dependent on your role, you may be eligible for variable pay, such as an annual bonus and restricted stock. Benefits may include medical, dental and vision benefits, Flexible Spending Accounts (F.S.A.s), a company