DTC Fulfillment Analyst
SharkNinja, Needham Heights, MA, United States
DTC Fulfillment Analyst
SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people's lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja, the company has a proven track record of bringing disruptive innovation to market and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 4,100 associates, the company's products are sold at key retailers, online and offline, and through distributors around the world. The DTC Fulfillment Analyst is responsible for monitoring and improving end-to-end Order-to-Porch performance for direct-to-consumer shipments. This role reviews daily shipment and tracking data, proactively manages delivery exceptions, and drives accountability and corrective actions with parcel carriers and DC operations partners to ensure a fast, reliable, and positive consumer delivery experience. The ideal candidate is highly detail-oriented, data-driven, and comfortable working cross-functionally with carriers, customer service, and internal operations teams to resolve delays, prevent recurring delivery issues and striving for a superior customer experience everyday. Key Responsibilities
Monitor daily DTC shipment activity and tracking status to ensure on-time delivery performance. Identify at-risk, delayed, or stalled shipments and take proactive action to resolve issues. Track and report Order-to-Porch lead time performance against service level targets. Present ideas for Order-to-Porch lead time improvements for alignment and implementation. Act as a primary point of contact for parcel carriers regarding delivery delays, exceptions, and service failures. Drive carrier accountability through root-cause analysis, follow-ups, and corrective action requests. Escalate recurring issues and support carrier performance reviews with data and insights. Investigate delivery exceptions including pickup and in-transit delays, misroutes, failed delivery attempts, and lost or damaged shipments. Coordinate resolutions with carriers, fulfillment centers, and customer service teams. Partner with Customer Experience teams to minimize consumer impact from delivery delays. Support post-purchase experience by ensuring shipment issues are resolved quickly and accurately. Identify trends that negatively impact consumer satisfaction and recommend process improvements. Maintain dashboards and reports related to shipment status, delivery performance, and carrier KPIs. Analyze trends to identify opportunities to improve speed, reliability, and cost. Support continuous improvement initiatives focused on reducing delivery delays and exceptions. Qualifications
Required: Bachelor's degree in Supply Chain, Logistics, Business, or related field (or equivalent experience) 13 years of experience in logistics, transportation, fulfillment, or e-commerce operations Experience working with parcel carriers and shipment tracking systems Strong analytical skills and comfort working with large data sets High attention to detail and strong follow-through Preferred: Experience supporting DTC or e-commerce fulfillment operations Familiarity with Order Management Systems (OMS), Transportation Management Systems (TMS), or carrier portals Experience with carrier performance metrics and service level management Key Skills & Competencies
Shipment tracking and exception management Carrier communication and escalation Data analysis and reporting Problem solving and root-cause analysis Cross-functional collaboration Customer-first mindset Success in This Role Looks Like:
Reduced Order-to-Porch lead time and delivery variability Fewer repeat carrier service issues Faster identification and resolution of delivery exceptions Improved consumer delivery experience and satisfaction Other Requirements
Travel Required - up to 10% Salary and Other Compensation: The annual salary range for this position is $66,300 - $81,100 USD. The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, flexible spending accounts, health savings accounts (HSA) with company contribution, 401(k) retirement plan with matching, employee stock purchase program, life insurance, AD&D, short-term disability insurance, long-term disability insurance, generous paid time off, company holidays, parental leave, identity theft protection, pet insurance, pre-paid legal insurance, back-up child and eldercare days, product discounts, referral bonus program, and more.
SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people's lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja, the company has a proven track record of bringing disruptive innovation to market and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 4,100 associates, the company's products are sold at key retailers, online and offline, and through distributors around the world. The DTC Fulfillment Analyst is responsible for monitoring and improving end-to-end Order-to-Porch performance for direct-to-consumer shipments. This role reviews daily shipment and tracking data, proactively manages delivery exceptions, and drives accountability and corrective actions with parcel carriers and DC operations partners to ensure a fast, reliable, and positive consumer delivery experience. The ideal candidate is highly detail-oriented, data-driven, and comfortable working cross-functionally with carriers, customer service, and internal operations teams to resolve delays, prevent recurring delivery issues and striving for a superior customer experience everyday. Key Responsibilities
Monitor daily DTC shipment activity and tracking status to ensure on-time delivery performance. Identify at-risk, delayed, or stalled shipments and take proactive action to resolve issues. Track and report Order-to-Porch lead time performance against service level targets. Present ideas for Order-to-Porch lead time improvements for alignment and implementation. Act as a primary point of contact for parcel carriers regarding delivery delays, exceptions, and service failures. Drive carrier accountability through root-cause analysis, follow-ups, and corrective action requests. Escalate recurring issues and support carrier performance reviews with data and insights. Investigate delivery exceptions including pickup and in-transit delays, misroutes, failed delivery attempts, and lost or damaged shipments. Coordinate resolutions with carriers, fulfillment centers, and customer service teams. Partner with Customer Experience teams to minimize consumer impact from delivery delays. Support post-purchase experience by ensuring shipment issues are resolved quickly and accurately. Identify trends that negatively impact consumer satisfaction and recommend process improvements. Maintain dashboards and reports related to shipment status, delivery performance, and carrier KPIs. Analyze trends to identify opportunities to improve speed, reliability, and cost. Support continuous improvement initiatives focused on reducing delivery delays and exceptions. Qualifications
Required: Bachelor's degree in Supply Chain, Logistics, Business, or related field (or equivalent experience) 13 years of experience in logistics, transportation, fulfillment, or e-commerce operations Experience working with parcel carriers and shipment tracking systems Strong analytical skills and comfort working with large data sets High attention to detail and strong follow-through Preferred: Experience supporting DTC or e-commerce fulfillment operations Familiarity with Order Management Systems (OMS), Transportation Management Systems (TMS), or carrier portals Experience with carrier performance metrics and service level management Key Skills & Competencies
Shipment tracking and exception management Carrier communication and escalation Data analysis and reporting Problem solving and root-cause analysis Cross-functional collaboration Customer-first mindset Success in This Role Looks Like:
Reduced Order-to-Porch lead time and delivery variability Fewer repeat carrier service issues Faster identification and resolution of delivery exceptions Improved consumer delivery experience and satisfaction Other Requirements
Travel Required - up to 10% Salary and Other Compensation: The annual salary range for this position is $66,300 - $81,100 USD. The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, flexible spending accounts, health savings accounts (HSA) with company contribution, 401(k) retirement plan with matching, employee stock purchase program, life insurance, AD&D, short-term disability insurance, long-term disability insurance, generous paid time off, company holidays, parental leave, identity theft protection, pet insurance, pre-paid legal insurance, back-up child and eldercare days, product discounts, referral bonus program, and more.