Head of Fulfillment and Merchandising

United States · 2+ years experience · Part-time · Remote · Posted Oct 14, 2026

At a glance

As the Head of Fulfillment and Merchandising you will own the redemption experience from redeem to doorstep, and the catalog behind every box.
You will be the first person to own this function, working remotely from anywhere in the US and partnering closely with Customer Support and the Boxes Product team.
The scope of this role will grow with Boxes, and you’ll help shape it.

Own the end-to-end redemption pipeline: order intake, vendor routing, shipping, tracking, delivery, and exceptions.
Manage fulfillment vendors against clear SLAs (time to ship, accuracy, rejection and fill rates) with a weekly vendor scorecard.
Own the fulfillment playbooks, macros, and escalation paths Customer Support uses, and partner with the Director of Customer Support to drive fulfillment ticket volume down at the root cause.
Build clean processes for the hard cases: out-of-stock items, vendor rejections, lost or damaged shipments, address problems, and substitutions.
Partner with Risk on redemption review so legitimate players get their items quickly and bad actors don’t.
Work with Finance to reconcile vendor invoices, reserves, and cost to fulfill each month.
Keep players informed with proactive shipping and delivery communication in product and in CRM.
Own the Boxes catalog: which products are offered, which boxes they sit in, and keeping variety fresh so every box feels worth opening.
Find and source new items and categories, with sports cards as an immediate gap.
Source, evaluate, negotiate with, and onboard fulfillment vendors, and build lasting relationships by understanding what each vendor offers.

6+ years in e-commerce operations, fulfillment, marketplace operations, or merchandising, including 2+ years leading people or leading work across teams without direct authority.
Hands-on merchandising or catalog management experience.
You have run 3PL (third-party logistics), drop-ship, or vendor relationships against SLAs, and have negotiated vendor terms and SLAs.
You think in systems: you would rather fix the process than answer the same ticket twice.
Data fluent. Comfortable working in spreadsheets and dashboards; SQL is a plus.
You want to build something durable: strong processes, vendor relationships, and eventually a team.

Procurement experience.
Technical enough to scope a vendor API or data feed with engineers, even if you don’t write the code.
Deep knowledge of trading cards or collectibles (Pokémon, sports, grading, market pricing).
Experience at a collectibles marketplace, mystery box, or flash-sale e-commerce company.
Background in Social+ gaming products.
Experience at a fast-growing startup or scaling organization where you’ve built the playbook from the ground up.