About this position
Director, Marketplace Services
Requirements & Qualifications
Physical Demands and Work Environment
Note: This role requires a unique blend of "big picture" strategy and the willingness to get into the weeds of store operations.
In addition to competitive wages and benefits, retail employees receive tips, and all employees enjoy generous discounts plus free pet food and supplements as Hollywood Feed team members.
The description above outlines the overall purpose and responsibilities of the job, but it does not include every possible duty, expectation, or task. This should not be considered a complete list of all responsibilities.
Hollywood Feed is an Equal Opportunity Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Director, Marketplace Services
Hollywood Feed was established in the 1950s, in Memphis, TN, as a pet supply store with friendly and knowledgeable service. More than half a century later, our love for pets is who we are today. Our associates are family and the face of each location. We care about each other, our pets, and our customers. Come and experience the passion and drive that makes Hollywood Feed what it is today.
Job Summary
As the Director of Marketplace Services, you will be the architect of our "Omni-Pet" experience. You are responsible for the seamless execution of how our customers receive their goods, whether that's via Same-Day Delivery, Curbside Pickup, or traditional shipping. The Director of Marketplace Services will lead the teams that bridge the gap between a digital order and a wagging tail at the front door.
Key Responsibilities
Job Summary
As the Director of Marketplace Services, you will be the architect of our "Omni-Pet" experience. You are responsible for the seamless execution of how our customers receive their goods, whether that's via Same-Day Delivery, Curbside Pickup, or traditional shipping. The Director of Marketplace Services will lead the teams that bridge the gap between a digital order and a wagging tail at the front door.
Key Responsibilities
- Omnichannel Fulfillment: Oversee the strategy and daily operations for Same-Day Delivery (SDD) and Curbside Pickup across 170+ locations, ensuring industry-leading speed and accuracy.
- Shipping & Logistics: Manage the outbound shipping strategy from stores, optimizing carrier relations to balance cost-efficiency with delivery speed.
- Customer Service Leadership: Direct the Customer Service department to ensure every inquiry—from "Where is my order?" to "What food is best for a puppy?” is handled with the signature Hollywood Feed expertise.
- Process Optimization: Constantly audit the "Last Mile." You'll identify bottlenecks in store-level picking and packing and implement tech or workflow solutions to fix them.
- Vendor & Platform Management: Oversee relationships with delivery platforms, logistics platform providers, internal fleet management providers and more.
- Data-Driven Growth: Monitor KPIs including order cycle time, driver efficiency and violations, delivery cost per order, and contact resolution rates.
Requirements & Qualifications
- Experience: 7-10 years in E-commerce operations, retail logistics, or marketplace management.
- The "Last Mile" Mindset: You understand that the final miles of a delivery are the most difficult and the most important.
- Empathy-Led Leadership: You can lead a diverse team from corporate teams to customer service reps, while also partnering with store operations leaders to drive alignment on "Do what's right by the customer" mission.
- Technical Savvy: Experience with Order Management Systems (OMS), ERPs, and Customer Service software (e.g., Zendesk, Gorgias, or Salesforce).
- Analytical Rigor: You don't just report numbers; you find the story within the data to drive better business decisions.
Physical Demands and Work Environment
- Able to sit or stand at a desk and work on a computer for extended periods.
- Physically able to perform the job functions for 8–10-hour workdays, including some weekends and evenings.
- Employees may be required to lift items weighing up to 50 lbs. unassisted, along with bending, kneeling, twisting, reaching, and other physical movements essential to daily tasks.
Note: This role requires a unique blend of "big picture" strategy and the willingness to get into the weeds of store operations.
In addition to competitive wages and benefits, retail employees receive tips, and all employees enjoy generous discounts plus free pet food and supplements as Hollywood Feed team members.
The description above outlines the overall purpose and responsibilities of the job, but it does not include every possible duty, expectation, or task. This should not be considered a complete list of all responsibilities.
Hollywood Feed is an Equal Opportunity Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Salary Information
$85,000 - $142,500