Director, Fulfillment

About The Role

The Director of Fulfillment is responsible for leading outbound operations across The RealReal’s Authentication Center, overseeing a workforce of 150–300 associates through a team of operational leaders. Reporting to the Vice President of Outbound Operations, this role owns performance across throughput, cost, quality, service levels, and employee engagement. This position is accountable for delivering operational results in a high-volume, fast-paced environment while managing labor strategy, capacity planning, and continuous improvement initiatives. The Director partners cross-functionally across Operations, Customer Experience, Ops‑Excellence, Quality, Finance, HR, and Technology to ensure scalable, efficient, and customer-focused fulfillment performance. This is a leadership position that requires a combination of focus and flexibility, as well as a willingness to play an active role in the management of our overall processing network. The role requires strong emotional intelligence, a willingness to serve, and an understanding of how to drive effectiveness and efficiency at scale. This person should feel comfortable with change and collaboration with multiple cross-matrixed teams. This role is ideal for a hands‑on leader who thrives in a dynamic environment and is passionate about building high-performing teams while driving operational excellence at scale.

What You Get To Do Every Day

• Lead and develop a high-performing, engaged fulfillment organization focused on safety, accountability, and continuous improvement.
• Drive operational execution to achieve throughput, quality, on-time shipping, and cost targets.
• Own daily and weekly performance results across productivity, service levels, and labor efficiency.
• Develop and execute labor planning and staffing strategies aligned to forecasted volume and peak demand.
• Use KPIs and financial insights to identify trends, drive corrective actions, and deliver sustained performance.
• Lead implementation of new technology, automation, and process transformation through effective change management.
• Establish clear performance standards; coach and develop leaders to build bench strength and succession readiness.
• Partner cross-functionally to ensure customer and consignor expectations are consistently exceeded.
• Continuously improve processes to enhance operational flow, engagement, and business outcomes.
• Operate with strong strategic and tactical leadership to deliver scalable, long-term results.

Minimum Requirements

• 10+ years of fulfillment experience preferably within an e-commerce company (pick, pack, ship). 5+ years of experience managing a large team of diverse employees, preferably a non-exempt workforce.
• Experience in workforce planning and scheduling is required. Interest in working in a fast-paced, cross-functional team environment setting. Strong leadership abilities in managing and developing a high-performing team.
• Strong communication skills with a focus on being clear, simple, and direct.
• Excellent business judgment, strong fact-based decision-making, problem-solving ability, and a practical sense of drawing the right conclusion.
• Willingness to continuously improve, develop, understand industry best practices, and desire to stay ahead of the curve.
• Demonstrated ability to learn and master a back-end fulfillment software application.
• Ability to travel 25%.

Preferred Requirements

• Lean Six Sigma certifications is a plus.
• Bi-lingual or conversational in Spanish is also a plus.

Compensation, Benefits, + Perks

• Employee Stock Purchase Plan
• 401K with Company Match
• Medical, Dental & Vision Insurance
• Paid Parental Leave
• 9 Paid Company Holidays
• Flexible Time Off (with Manager Approval)

Find Out More About Our Benefits Here.

The expected salary range for this role is $160,000.00–$175,000.00. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 37 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in‑house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women’s and men's fashion, fine jewelry and watches, art, and home—in support of the circular economy. We make selling effortless with free virtual appointments, in‑home pickup, drop‑off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.

The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

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