Manager, Fulfillment

OUAI is a prestige beauty and personal care brand founded by celebrity hairstylist, Jen Atkin. “OUAI,” means “yes” in that casual Parisian way. The brand is guided by the mission “wherever you go, go all the OUAI” and this bold & playful spirit impacts everything from culture to marketing to product. OUAI’s product categories – ranging from hair care to body care, fragrances, personal care, and merch – are designed to reflect its commitment to easy, effective, and enjoyable self-care.

Since its launch, OUAI has built a strong and growing omnichannel presence through direct-to-consumer channels, specialty beauty retailers, and global distribution partners. The brand continues to expand into new markets, deepen consumer loyalty, and scale its differentiated, high-margin business model internationally. OUAI is recognized for its straightforward approach to beauty, its distinctive fragrance profile, and its ability to meet consumer needs across multiple lifestyle-driven categories. The brand formulates without sulfates or parabens and maintains a commitment to creating high-quality, effective products.

OUAI’s culture is shaped by its ethos —fun, purposeful, and approachable—and is anchored by five Culture Codes:

1. We Aren’t Afraid to Go First.

2. We Don’t Compete, We Collaborate.

3. We Ask Questions to Find the Best Answers.

4. We Keep It Real, in a OUAI That’s Kind.

5. We Go All the OUAI With Work & Play.

OUAI is focused on ongoing category innovation, continued international expansion, and delivering high-quality consumer experiences that reinforce the brand’s identity and long-term growth trajectory.

About the role: 

The Manager of Fulfillment is responsible for the order fulfillment process, from purchase order receipt all the way through to final ship from the warehouse. This individual will work directly with our 3PL partners to ensure orders are fulfilled as quickly, accurately and cost-effectively as possible.

To succeed in this role, the individual should be highly organized, experienced in 3PL management, possess strong communication skills and always keep cost-efficiencies on top of mind. 

The Manager of Fulfillment will report to the Director, Fulfillment.

Requirements

What you’ll do: 

• Oversee the review and release of Sales Orders to 3PL partners, ensuring accuracy and prioritization based on business needs
• Ensure daily transaction compliance for all shipped orders and monitor 3PL execution to guarantee timely routing and pickup of open Sales Orders
• Own and maintain the Fulfillment Dashboard, delivering daily Sell-In reporting and performance visibility to key stakeholders
• Proactively manage Sales Order adjustments, including communicating cuts and securing extensions when required to protect service levels
• Identify at-risk orders based on timing or capacity constraints and escalate internally with mitigation recommendations
• Enforce adherence to customer-specific shelf-life requirements and ensure timely communication of SKU shelf-life changes to 3PL partners
• Collaborate cross-functionally with Inventory and Digital teams to review upcoming promotions and provide accurate monthly volume forecasts to 3PLs
• Cultivate strong, transparent relationships with 3PL partners to drive accountability, alignment, and continuous improvement
• Lead weekly operational meetings with 3PL partners, including setting agendas, facilitating discussions, and distributing action recaps
• Own and facilitate Quarterly Business Reviews (QBRs) with 3PL partners, presenting performance analysis and strategic initiatives
• Lead strategic project reviews with 3PL partners to drive capacity, efficiency, and cost optimization
• Monitor key fulfillment KPIs, identify performance gaps, and develop improvement plans to meet or exceed targets
• Oversee compliance chargeback tracking and lead dispute resolution efforts to recover costs and prevent recurrence
• Partner with Finance and Sales leadership to investigate and resolve retailer short-shipment claims, ensuring timely reconciliation and root-cause prevention
• Oversee the planning and execution of kitting initiatives, coordinating timelines, materials, and 3PL or vendor resources to ensure on-time delivery
• Manage the setup and onboarding of new SKUs across fulfillment systems and 3PL platforms, ensuring accuracy and readiness prior to launch
• Enforce adherence to OUAI SOPs and lead the development of new controlled documentation to support process standardization and operational scalability
  

What you'll bring: 

• Highly collaborative mindset, working cross-functionally across multiple disciplines, as well as with external partners such as 3PLs
• 4+ years’ experience & demonstrated success in Fulfillment and/or partnership with 3PL
• Advanced ERP systems (NetSuite) preferred
• Advanced proficiency in TrueCommerce preferred
• Advanced proficiency in MS Office: Word/Excel/PowerPoint/Outlook
• Able to lead cross-functional internal & external meetings.
• Excellent problem- solving ability with a strong sense of urgency
• Demonstrated ability to multi-task and prioritize tasks/projects as needed
• Strong communication skills (both written and oral)
• Willingness to travel 10–15% as needed to support Quarterly Business Reviews (QBRs) and key partner engagements
• Experience within CPG, beauty, or retail supply chain operations strongly preferred.

Benefits

• Annual Base Salary Range is $95,000 - 105,000 (based on experience) + potential for yearly bonus
• Medical + Dental + Vision
• Unlimited PTO
• 25+ Paid Holidays
• Matching 401k program
• Quarterly OUAI Product Stipend + Employee Discounts
• Flex Fridays
• Employee HSA and FSA
• Charity matching and education reimbursement
• Hybrid work reimbursement
• Move Your OUAI (Exercise Reimbursement)