Role Description We're looking for a Fulfillment Manager who can own the full client operations function end to end. This is a senior, execution-heavy role for someone who has spent years sitting at the intersection of service delivery, process engineering, and distributed team management. You will be responsible for: - Keeping client delivery on track - Enforcing SLAs - Diagnosing operational bottlenecks before they become incidents - Building the systems and documentation that allow the team to scale without breaking This is not a coordinator role. You will be the operational backbone of client fulfillment, the final escalation point when things go sideways, and the person who builds the processes that prevent it from happening again. If you bring a structured, investigative approach to operations, move fast without losing precision, and know how to bridge the gap between technical teams and business stakeholders, this role is built for you. Qualifications - 7+ years of experience in operations, service delivery, account management, or a closely related field - Proven track record managing distributed or remote teams across multiple accounts or functions - Strong process engineering skills with experience building SOPs, workflow automations, and reporting systems - Experience managing strict SLAs and serving as a senior escalation point for operational incidents - Structured, investigative approach to diagnosing problems and implementing durable fixes - Proficiency with project and work management tools such as ClickUp, Jira, or Trello - Strong data and reporting skills including Excel or Google Sheets for operational analysis - Excellent written and verbal communication across technical and non-technical audiences - ITIL 4 Foundation or equivalent service delivery framework knowledge is a strong plus Requirements - Own end-to-end service delivery across active client accounts, ensuring execution meets or exceeds SLA commitments - Serve as the senior escalation point for complex operational issues and critical incidents - Balance technical realities with stakeholder expectations to resolve issues quickly and communicate clearly - Track delivery performance across accounts and surface risks before they become problems - Diagnose operational bottlenecks using a structured, root-cause analysis approach - Design, implement, and maintain SOPs that enable consistent, scalable execution - Identify manual overhead and deploy automation improvements to reduce friction and error - Continuously audit live workflows and coordinate fixes with technical teams when gaps are found - Manage the onboarding and technical setup process for new clients from scoping through successful adoption - Coordinate timelines, resources, and cross-functional dependencies to keep implementations on track - Translate business requirements into clear technical documentation that internal teams can act on - Ensure clients have a smooth, well-managed experience from day one - Establish clear KPIs and reporting structures that reflect real operational health - Use data to coach team members, identify delivery gaps, and improve overall velocity - Translate operational metrics into executive-ready insights that drive decisions - Build and maintain reporting frameworks that give leadership visibility without requiring manual updates - Act as the operational bridge between client-facing, technical, and product teams - Manage handoffs cleanly and reduce back-and-forth through clear documentation and process standards - Partner directly with leadership to align operational execution with business goals Benefits - You will be paid in USD (bi-monthly: every 15th and 30th) - Up to 14 days of Paid Time Off annually (starting Day 1) - Observance of Holidays per company guidelines - 100% remote setup so you can work wherever you're most productive - Direct ownership over client operations and service delivery standards - High-visibility role with direct executive collaboration and real decision-making authority How to Apply Please include: - Your updated resume - A short Loom video (1 to 2 minutes) walking through a specific operational problem you diagnosed and solved, what your approach was, and what the outcome looked like after your fix was in place Only candidates who submit a Loom video will be moved to the next step of the hiring process. If you are a systems thinker who takes ownership seriously, builds processes that outlast your direct involvement, and wants to run client operations inside a fast-moving team where your decisions have direct impact, this role gives you the scope and the authority to do your best work. Application Process Overview Our comprehensive selection process ensures we find the right fit for both you and our clients: - Initial Application - Submit your application and complete our prequalifying questions - Video Introduction - Record a video introduction to showcase your communication skills and work experience - Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable) - Recruitment Interview - Initial screening with our talent team - Executive Interview - Meet with senior leadership to discuss role alignment - Client Interview - Final interview with the client team you'd be supporting - Background & Reference Check - Professional reference verification - Job Offer - Successful candidates receive a formal offer to join the team Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.