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Director, Product Mgmt - Direct Fulfillment Experience & Vendor Performance *REMOTE*

Date: Apr 19, 2021

Location: Davidson, NC, US

Company: MSC Industrial Supply

Build a better career with MSC. 
Serving customer and community starts with the very best people doing their very best work. That is precisely what we have at MSC Industrial Supply Co., a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. Watch HERE to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace. 

Requisition ID : 6985 

Employment Type : Full Time         

Job Category : Category Management                                             

Work Location :  Davidson, NC (CSC) 

State or Province : North Carolina (US-NC)     

Potential Work Location : United States : North Carolina : Davidson 

 

*REMOTE OPPORTUNITY*

BRIEF POSITION SUMMARY:

MSC is looking for a Director Product Management - Direct Fulfillment Experience and Vendor Performance to join our team focused on building world class customer experience. Direct Fulfillment enables MSC to say yes more frequently to customers by leveraging their in stock inventory to complement our own fulfillment network. The ideal candidate will be customer obsessed, have a passion for problem solving, a track -record of building amazing customer experiences and exceptional at using data to drive decisions. This is a high-impact, high-visibility role, creating and driving the delivery of a multi-year product roadmap to build a best-in-class customer delivery experience. The primary focus of this role is to be the business owner of the end-to-end direct fulfillment experience from initiative creation and execution, identifying opportunities to improve delivery experience and reduce operational costs through data-driven decision making. This role will establish the direct ship policy and supplier requirements in order to support the desired customer experience. This role will also have a team that will be responsible for establishing metrics to monitor supplier performance and coaching high impact suppliers to improve performance.  A candidate will work with a cross functional group of internal partners to ensure the direct fulfillment experience evolves with changing market dynamics. Gathering input from customers to understand quantitative metrics and qualitative customer feedback to identify pain points and work to solve them will be a key to success.  This individual must be highly motivated, team focused, organized and detail oriented and must possess solid analytical, problem-solving and interpersonal skills. This role will have a significant impact on our overall MSC business, and the right candidate will need to be ready to collaborate and operate with a high degree of autonomy from day one.

 

DUTIES and RESPONSIBILITIES:

  • Own the pre- and post-purchase customer journey related to direct fulfillment experience working with cross functional partners in customer care, category, IT, and ecommerce to deliver on customer expectations.
  • Partner with direct fulfillment platform partner to implement processes into the business leveraging the partners resources and best practices to consistently deliver a high-quality customer experience.
  • Ideate and execute a multi-year roadmap to build a best-in-class customer delivery experience
  • Scope new opportunities and risks, influence to clear blockers and manage escalations, while leading with courage to maximize growth
  • Partner with Product/Technology, Category, Customer Service, business verticals and Supply Chain to identify and prioritize customer experience enhancements
  • Develop detailed policies and procedures for suppliers from set up to ongoing management of the daily business requirements. Establish internal processes and metrics to monitor the process from end to end making it easy to identify defects and act.   
  • Perform in-depth analysis, synthesize results, develop stories, build strategies and make recommendations to business and technical leaders
  • Utilize data to understand customer behavior, partner performance, and operational execution to accelerate speed to improvement.
  • Measure key quantitative indicators such as click to delivery service levels, concession rates, delivery defects, perfect orders, and more through dashboards and ad hoc queries to drive meaningful improvements to the customer experience
  • Think strategically and act tactically to build long-term, sustainable, automated processes that ensure continued growth and customer delight
  • Communicate clearly and effectively across multiple teams and leadership levels including product updates, new initiatives and c-suite presentations
  • Hire and develop a team of product managers, analysts and more.
  • Passion for building functional and engaging customer experiences.
  • Ability to multi-task and work well within a dynamic, fast-paced organization.
  • Demonstrated ability to think big and influence across all levels of an organization
  • Strong interpersonal and communication skills with a positive, people-oriented attitude.
  • Fluency in Excel experience with Tableau, and A/B and/or multi-variate testing a plus.

 

EDUCATION and EXPERIENCE:

  • Bachelor’s in Computer Science, Supply Chain, Product Management or business-related field required.
  • Minimum seven years of experience, with a minimum five in eCommerce, supply chain, or B2B/B2C product management required.
  • Minimum seven years of managing others required.

 

SKILLS

  • Excellent analytical skills with demonstrated experience turning data into actionable insights.
  • Ability to think and perform in a both strategic and tactical space, concurrently.
  • An understanding of business strategy and metrics.
  • Ability to build a high performing team
  • Passion for building functional and engaging customer experiences.
  • Ability to multi-task and work well within a dynamic, fast-paced organization.
  • Demonstrated ability to think big and influence across all levels of an organization
  • Strong interpersonal and communication skills with a positive, people-oriented attitude.
  • Fluency in Excel experience with Tableau, and A/B and/or multi-variate testing a plus.

 

OTHER REQUIREMENTS:

  • A valid driver’s license and the ability to travel up to 10% of the time may be required.

 

Compensation starting at $118,650.00 and up commensurate with experience.

Benefits may include: paid time away including holidays and parental leave, medical and dental plans, retirement savings plans with company-match, disability and life insurance, tuition reimbursement program, recognition and service award programs, wellness and workplace flexibility programs, stock purchase plan, and product discounts (Benefits may vary by location).

 

 

Why MSC  
People. Collaboration. Insight. That’s how you build something that works.

Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 75+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. 

We care about our associates and have programs in place to help our 6,500+ team members achieve their potential. When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, as well as a variety of benefits to support you and your family's health, well-being, and financial future.

If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC.

Equal Opportunity Statement 
At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity/expression or any category protected by applicable law.                    

                                                                  


Nearest Major Market: Charlotte
Nearest Secondary Market: Concord