Leadership, Strategy, and Operations - Customer Service, Fulfillment, & Automation

McMaster-Carr; United States; On-site; USD 175,000 - 390,000; Full time

Benefits offered by this job

Total cash compensation between $175,000 to $390,000

Relocation stipend

Signing bonus

Paid parental leave

Industry leading company-funded retirement accounts

Job summary

A leading e-commerce company is seeking a role in Dallas, Texas, to build and scale operations at their new facility. This position focuses on using advanced technologies to enhance customer service and streamline operations. You will lead cross-functional teams, drive automation, and identify operational challenges. The ideal candidate thrives in dynamic environments and possesses strong problem-solving and collaboration skills. A competitive compensation package, including relocation assistance, is offered alongside opportunities for mentorship and career growth.

Qualifications

• Experience in operational leadership or consulting roles.
• Ability to thrive in ambiguous circumstances and drive results.
• Strong collaboration and trust-building skills.

Responsibilities

• Build and scale customer operations for a new facility.
• Use large language models for onboarding and customer patterns.
• Eliminate barriers in the order-to-payment process.
• Design and deploy automation in fulfillment operations.
• Lead cross-functional teams for solution implementation.
• Identify and resolve operational pain points.

Skills

Customer operations design

Large language models application

Cross-functional team leadership

Problem-solving in operations

Job description

McMaster-Carr is a leading e-commerce company that industrial customers have trusted for over 120 years. Our products help them get manufacturing lines back up quickly, keep operations running smoothly, and prototype the next generation of innovative solutions. We earn and keep that trust by offering the right products, making them easy to find, and delivering them fast, so our customers can solve problems with greater speed, precision, and ease.

Our industry-leading e-commerce experience, indispensable product selection, and world-class service bring hundreds of thousands of customers to our site each day. But we’re never standing still. Our curious, exceptional people are at the heart of our evolution. They turn new challenges and disruptive technologies into opportunities to refine our operations, expand our offering, and deliver a better experience for every customer.

What You’ll Do

As part of the team launching McMaster-Carr’s new Dallas-Fort Worth facility, you’ll take on high-impact work that shapes how we serve customers in a new region and how we scale our operations from day one. This role is a path to senior leadership, with progress driven by the impact of your work—not a fixed timeline. You’ll help stand up and grow a brand-new operation and, over time, take on broad, business-critical challenges such as:

• Build and scale customer operations. Design, implement, and continuously improve the systems and processes that power our customer service and fulfillment operations in a new market.
• Apply LLMs to accelerate learning and automation. Use large language models to support the launch and growth of our new facility—speeding up onboarding, identifying patterns in customer behavior, and supporting new tools like automated support and chatbot systems. Your work will help the team ramp up quickly and serve customers with precision and scale.
• Remove ordering friction. Identify and eliminate barriers in the order-to-payment process so customers can place and receive orders seamlessly. Your work will improve reliability, reduce manual exceptions, and make it easier for customers to do business with us.
• Drive automation in fulfillment. Work with our tech and operations teams to design and deploy automation within the facility—from material handling to shipping systems. You’ll help build a foundation for high-efficiency growth.
• Lead cross-functional teams. Work across tech, service, and distribution teams to bring solutions to life. You’ll define problems clearly, align stakeholders, and ensure ideas turn into sustained improvements.
• Spot and solve operational pain points. In a new environment, you’ll be the first to notice what’s working and what’s not. You’ll investigate issues—like shipping errors, returns, or recurring credit challenges—and fix them at the root.

Who You Are

You’re energized by shaping direction and rolling up your sleeves to drive results. You thrive in ambiguity, take ownership of meaningful outcomes, and bring others with you—building trust, sharing context, and solving problems through collaboration. You may come from consulting, engineering, operations, or somewhere entirely different. What matters most is how you think, how you learn, and how you lead.

Joining our Dallas-Fort Worth team offers a rare opportunity: to open and scale a brand-new facility, help grow our customer base in a new territory, and shape operations from the ground up. You’ll use tools like large language models to identify new customers, support creative prospecting, and accelerate learning as we stand up a new location and chart a course for long-term growth. If you're curious, driven, and eager to take on challenges that matter, McMaster-Carr offers the chance to make an impact and grow into a leader.

Cash Compensation

• Total cash compensation is generally around $175,000 to $390,000 and includes a profit sharing based on company profitability.
• You will also receive a relocation stipend and signing bonus.
• Informal and formal mentorship
• Employee resource groups
• Medical, dental, pharmacy, and vision plans with no monthly premiums

Family & Future

• Paid parental leave for all new parents
• Adoption and surrogacy assistance
• First-time home buyer assistance
• Industry leading company-funded retirement accounts

Time Off

• Paid time off for vacation and personal time

Equal Opportunity Employer

We are proud to be an Equal Opportunity Employer and dedicated to providing employees a workplace with reasonable accommodations and free of discrimination, harassment, and retaliation. At McMaster-Carr, we do not make employment decisions based on age, ethnicity, citizenship status, military status, gender identity and expression, race, religion, disability status, marital status, sexual orientation, protected veteran status, or any other legally protected group.

This position is not eligible for work authorization sponsorship by McMaster-Carr