Head of Fulfillment Operations (All Gender)

About us

ZAGENO was founded in 2015, ZAGENO is eliminating bottlenecks to breakthrough science and research through curated connections linking scientists and their institutions’ procurement offices with leading life science vendors. World-renowned academic and government research facilities, global pharmaceutical companies, and biotechs large and small are already users of our unique online biotech marketplace, currently comprising more than three million products.

What do we do?

  1. We help scientists choose the optimal laboratory kits and materials for each unique experiment setup.
  2. We make purchasing transactions more efficient for both buyers and sellers.
  3. For our vendor partners, we provide a valuable, expanded sales channel.
Our growing ZAGENO team of 60 in Cambridge, USA, and Berlin, Germany, includes experts in science, e-commerce, systems integration, and customer support to enable smarter, faster processes — allowing more time and resources for value-added science and better research results. Find out more on https://zageno.com

About the Role

We are looking for a Head of Fulfillment to lead the day-to-day management of effective fulfillment of Zageno’s marketplace. You will be leading the department's 30+ staff members who are responsible for order tracking, adjustments of existing orders, and maintaining updated customer contact information.

This will require day-to-day operational support to collaborate between Supply Chain, Customer Service, and IT Teams. You will need to diagnose and understand the underlying operational issues and opportunities in the business and work on initiatives to address them.

This is an ideal position for an operations enthusiast who enjoys solving complex problems and looking to accelerate their career in a scale-up. If you are looking to make a dent in the scientific industry, we encourage you to apply!

Your responsibilities:
  • You will run order fulfillment teams globally, ensuring orders are placed with our suppliers within our SLAs, ensuring orders don't get stuck.
  • Do root cause analysis on our performance to ensure continuous improvement in your area.
  • Support & develop your managers with the mindset of continuous improvement and scalability.
  • Evaluate our partner's performance and surface exceptions and issues to the correct parties for resolution
  • Work on improving backorder, replacement, and order exceptions to proactively prevent order issues
  • Ensure that the Fulfilment team provides excellent customer service at all times, meeting, and where possible exceeding, our Customer Service Standards. Liaise directly with difficult customers and deal with complaints as appropriate.
  • Partner with the Customer Success team to understand consumer pain points and work on initiatives to improve customer experience
  • Monitor and take action on exception reporting and understand measurements of KPIs for lead times, shipping time, backorders, shipping exceptions to track progress towards operational goals for direct eCommerce business and work on initiatives to improve KPIs

About You

  • A Bachelor in Supply Chain Management, Logistics or similar
  • Experience with high volume direct to consumer (DTC / B2C) eCommerce fulfillment illustrating process and KPI improvements to scale growth
  • Extensive and up-to-date business experience with emphasis on creating business strategy, developing people, and translating problems into solutions Experience of managing a contact centre - inhouse or outsourced
  • Demonstrated ability to handle multiple tasks, prioritize those tasks, and meet deadlines
  • Strong data analysis skills, SQL is a plus  
  • Results driven-focus on operations & scale
  • A self-motivated strong leader, who sets direction and pace
  • Excellent written and verbal communication skills in English, German is a plus

Our Benefits

  • Working for a mission-driven business with a meaningful challenge making a positive impact on the scientific community
  •  A clear growth perspective
  • A professional and dynamic team with a global vision and mindset
  • An exciting, international working environment (we have 45 nationalities!)
  • Competitive compensation
  • A learning and development budget to enable your ambitions to grow 
  • Commuting and Fitness Benefits
  • A budget to improve your home office environment