Senior Manager, Order Fulfillment

AutoZone; Memphis (TN); On-site; USD 100,000 - 150,000; Full time

Job summary

AutoZone is seeking a Senior Manager to lead e-commerce fulfillment operations across First Mile, Middle Mile, and Last Mile. You will oversee product roadmaps for OMS, Drop Ship, and Shipment systems while directing Fulfillment and Delivery teams to meet KPIs and profitability.

You will mentor a small, agile team, partner with Store and Customer Service, and drive continuous improvements through data analysis and cross-functional collaboration.

Qualifications

• Bachelor's or Master's degree in Technology, Business, Marketing, or related field or equivalent practical experience.
• 5–7 years of customer service experience, preferably in e-commerce.
• 3+ years of people management leading a small but agile team.

Responsibilities

• Oversee the end-to-end order lifecycle from placement to invoicing and payments.
• Train and mentor the team, fostering a positive, productive work environment.
• Lead and support the team through alignment, issue resolution, escalations, and complex issues.
• Serve as the primary point of contact for Customer Service, Store, and Fulfillment teams to address questions and escalations.
• Partner with Store and Fulfillment management to resolve issues quickly and minimize disruption.
• Collaborate across teams to prioritize workflows for on-time delivery.
• Translate business objectives into a clear roadmap and ensure delivery against KPIs.
• Partner with engineering to deliver solutions balancing speed, quality, and trade-offs.
• Use data and feedback to identify friction points and drive improvements.
• Identify opportunities to improve order management processes and develop SOPs.

Skills

E-commerce experience

Fulfillment operations

Team management

Data analysis

Operational leadership

Cross-functional collaboration

Process improvement

Communication

Stakeholder influence

Agile/Scrum familiarity

Education

Bachelor's or Master's degree in Technology, Business, Marketing, or related field

Tools

Order Management System (OMS)

Drop Ship System

Shipment Management System

Job description

The successful candidate will bring experience in e-commerce, store and supply-chain fulfillment operations, team management, and data analysis, preferably within the automotive or specialty retail industry. This individual will play a key role in driving precision, efficiency, and scalability across AutoZone's fulfillment operations. The role requires a self-motivated, detail-oriented leader who learns quickly, communicates effectively, and is comfortable working with data.

A strong commitment to delivering exceptional service and creating outstanding customer experiences is essential. The Sr. Manager must demonstrate deep expertise in operational workflows across three core components: First Mile (product inventory, stocking locations, and order placement), Middle Mile (long-haul transportation), and Last Mile (delivery to the customer).

This role is responsible for both pre-order workflows (inbound activities such as product inventory, availability, and sourcing) and post-order workflows (outbound activities including picking, packing, staging, and delivery). A clear understanding of how these workflows work together is critical to ensuring orders are fulfilled accurately, on time, and at scale, while maximizing profitability.

In addition, the role requires strong knowledge of shipping processes and capabilities, including carrier management, last-mile delivery providers, and HazMat shipping. The Sr. Manager will lead a team of Product Managers responsible for the product roadmap and capabilities of AutoZone’s Order Management System, Drop Ship System, and Shipment Management System, as well as Fulfillment Managers and Drop Ship and Delivery Operations Managers.

• Oversee the end-to-end order lifecycle, from order placement through invoicing and payments.
• Train and mentor the team, fostering a positive, productive work environment.
• Lead and support the team through alignment, issue resolution, escalations, and complex issues.
• Serve as the primary point of contact for Customer Service, Store, and Fulfillment teams to address questions and escalations and enable timely, customer-focused solutions.
• Partner with Store and Fulfillment management to resolve issues quickly and efficiently, minimizing disruption to the production floor.
• Collaborate across teams to prioritize and manage workflows to ensure on-time delivery.
• Translate business objectives into a clear roadmap and ensure delivery against KPIs.
• Partner with engineering to deliver solutions while balancing speed, quality, and trade-offs.
• Use data and associate/customer feedback to identify friction points and drive improvements.
• Collaborate across supply chain, automation, and store operations teams.
• Identify opportunities to improve order management processes; implement solutions to enhance efficiency and accuracy, including developing SOPs and supporting documentation.
• Track KPIs to monitor team performance and assess overall department health.
• Create and execute action plans that improve operational processes and promote a culture of continuous improvement.
• Bachelor's or Master's degree in Technology, Business, Marketing, or a related field, or equivalent practical experience
• Minimum 5-7 years of customer service experience, preferably within an e-commerce environment
• Minimum 3 years of people management experience, leading a small but agile team
• Proven ability to deliver high-quality, customer-focused experiences across web, mobile, or platform products
• Strong written and verbal communication skills, with the ability to influence and align diverse stakeholders
• Experience leveraging quantitative and qualitative data to inform product vision and decision-making
• High attention to detail, with the ability to manage competing priorities in a fast-paced environment
• Strong collaboration, negotiation, and problem-solving skills across functional boundaries
• Familiarity with Agile/Scrum methodologies and modern product development practices
• Experience in the automotive or specialty retail industry preferred