Order Experience Team Lead

The Characteristics

• Agile: You’re nimble. You’re adaptable. You thrive in an environment where priorities can change in an instant.
• Analytical: Your decisions are driven by only one thing: data. You continue to master all the tools necessary to surface insights.
• Collaborative: You enjoy purposeful meetings. You value the contributions and perspectives of your subordinates as much as those of your CEO.
• Curious: You’re eager to learn new concepts and master new skills. There’s no tool that’s useless in your arsenal.
• Demanding: You expect the performance of your team to be nothing short of flawless. 
• Disciplined: You never allow the details to slip, understanding that every bit of minutiae forms the bigger picture.
• Enthusiastic: You exhibit a contagious passion for organization and accuracy.
• Innovative: You develop new approaches to complex problems.
• Perfectionist: You persist until the smallest detail has been optimized. Knows nothing less than 100%.
• Persistent: You’ve never failed. You’ve only experienced speed bumps on your path to success.
• Reliable: You live up to both verbal and written agreements. You can be trusted to work effectively, without oversight.

The Responsibilities and Qualifications

• Coordinate daily departmental activities, such as day-to-day tasks, meetings, ongoing coaching, and performance improvement.
• Exhibit mastery of all dbrand Order Experience functions and tasks (including picking, packing, and shipping orders using the WMS, order management and allocation in the ERP, special instructions, aging orders investigation, CX escalations, ClickUp task management, and data management), taking ownership of departmental execution, and setting the right example for the rest of the team. 
• Nurture your team members’ talents and encourage them to continuously build their competencies, helping identify and facilitate growth paths.
• Take on and own additional tasks and projects as they present themselves, dependent on shifting departmental priorities.
• Maintain ERP data integrity and ensure accurate order information across systems, proactively identifying and correcting discrepancies to support operational accuracy.
• Support departmental technology initiatives and system improvement projects, collaborating with cross-functional teams to enhance tools, workflows, and reporting capabilities.
• Track, analyze, and prepare KPIs for the Order Experience team and management, providing clear visibility into departmental performance.
• Maintain and update team performance metrics regularly, holding team members accountable to established targets and service levels.
• Liaise closely with Customer Experience and Supply Chain teams to align on order prioritization, fulfillment status, and escalations.
• Prepare daily operational updates and performance reports to Senior Management, highlighting risks, trends, and action plans.
• Collaborate with Inventory and Production teams to prioritize stock allocation, minimizing aging orders and backlog risk.
• Drive continuous improvement initiatives within the department, identifying opportunities to enhance operational efficiency, accuracy, and overall team performance.
• Provide oversight and support for special handling orders (e.g. influencer, PR, or priority shipments), ensuring timely and precise execution.
• Act as a role model of dbrand’s core values, fostering a culture of collaboration, accountability, and operational excellence while maintaining a safe and respectful work environment.

• Minimum two years experience in a modern, eCommerce warehouse environment.
• Strong written and verbal communication skills, with the ability to craft clear and concise guides and documentation.
• Proficiency in Google Sheets and/or Microsoft Excel, with the ability to analyze data, build reports, and track performance metrics.
• Experience working with ERP and/or WMS platforms, with a strong understanding of order flow, inventory management, and fulfillment processes.
• An impeccable communication style - your grasp on the English language is flawless. 
• An understanding of LEAN principles for warehouse management and process optimization. 
• Proven track record of coaching and mentorship, in a high-performance environment.
• Considerable working memory and the ability to successfully multitask.
• Honed computer skills, including Windows OS operation, text editors, spreadsheet / data analysis, web applications, and task management.
• Detail-oriented, self-sufficient, resourceful, organized, and proactive.
• The instinct to help teammates thrive and the openness to learn from their experiences.
• The ability to solve complex problems (or know where to find the answer).
• Commitment to long-term growth and learning opportunities.
• Insights and engagement with the current state of smartphone and mobile technology.

The Moment of Truth