Vice President, Order Fulfillment - Houston, TX

Job Title: Vice President, Order Fulfillment

Normally Reports To: Chief Executive Officer or Chief Operating Officer

Job Objective: The Vice President, Order Fulfillment is a strategic leader responsible for optimizing and overseeing the end-to-end order fulfillment process for both fuel & non-fuel operations within the RelaDyne network. This role drives customer satisfaction, operational efficiency, and achievement of key business objectives by managing the teams responsible for Customer Service, Order Entry, Billing, Logistics, and Dispatch. The Vice President will drive innovation, streamline processes, and champion a culture of excellence within the organization.

Essential Duties and Responsibilities: In addition to the essential job functions described below, all associates will perform duties as requested by management.

Strategic Leadership

• Develop and execute a forward-thinking order fulfillment strategy aligned with organizational goals.
• Collaborate with executive leadership to set performance targets and define operational priorities.
• Serve as a key decision-maker in aligning resources, technology, and business processes to improve the overall customer experience while driving continual efficiency advancements.

Team Management

• Oversee and empower team of director level associates managing Customer Service, Order Entry, Billing, Logistics, and Dispatch on a national scale for both fuel & non-fuel.
• Provide coaching, mentorship, and professional development opportunities for leadership teams.
• Foster a culture of accountability, collaboration, and continuous improvement.

Operational Excellence & Continuous Improvement

• Champion a data-driven approach to enhancing the customer experience, leveraging KPIs to track and improve order accuracy, billing efficiency, delivery timeliness, and satisfaction metrics.Drive business process optimization to reduce complexity, enhance efficiency, and manage operational costs effectively.
• Partner with Chief Digital & Information Officer to leverage technology and automation to minimize processing efforts, optimize workflows, and reduce labor expenses.
• Collaborate with key internal stakeholders (RVPs, RDBOs, Sr. Regional Sales Directors, VP of Supply Chain) regularly to ensure alignment, assess departments' performance versus metrics, and solution improvements as needed.

Customer Experience

• Champion a customer-centric approach across all order fulfillment functions.
• Work closely with Sales, Supply Chain, and Operations teams to meet or exceed customer delivery expectations.
• Address escalated customer concerns to drive quick and effective resolution strategies.

Budget and Resource Management

• Oversee budget for Order Fulfillment group, ensuring department leaders are running cost-effective operations, managing by established labor metrics, and driving continual improvement.
• Optimize resources based on fluctuating demand, M&A or other business growth, and operational challenges.

Knowledge, Skills, and Abilities:

• Bachelor's degree in Business Administration, Supply Chain Management, Logistics, or a related field, or significant relevant experience in lieu of a degree
• 10+ years of progressive leadership experience in order fulfillment, logistics, supply chain or operations roles, preferably in distribution or warehousing.
• Ability to travel up to 40% of the time.
• Proven history of managing large teams on a national scale and leading cross-functional initiatives.
• Experience with change management in both organizational communication and tactical execution
• Strong knowledge of ERP systems, business processes, order management software, and logistics platforms.
• Excellent analytical, problem-solving, and decision-making skills.
• Success in leading, partnering with, and influencing senior leaders and cross-functional teams.
• Exceptional communication skills to inform and influence at all levels internally and externally. Must promote a collaborative environment where success is defined by effective team leadership.

Performance Measurements

• Management of entire Order Fulfillment team and individual departments to established labor metrics.
• Development, tracking and performance improvement of KPIs pertaining to order & billing accuracy, delivery timeliness, and overall customer satisfaction.
• Operational cost management (labor & non-labor) performance to plan for Order Fulfillment team.
• Performance to delivery metric targets and delivery efficiency budget
• Performance to company EBITDA budget

Physical Requirements: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. Reasonable accommodations can be made to individuals with disabilities to perform essential functions.

• Vision: Minimum vision required to prevent injury.
• Hearing: Ability to perceive sounds with or without correction.
• Talking: Ability to express ideas verbally.
• Lifting: Occasionally lift objects weighing 20-50 pounds.
• Movement: Must be capable of walking, sitting, standing, climbing, balancing, pushing, pulling, crouching, kneeling, reaching, and grasping.
• Travel: Ability to travel up to 40% of the time.

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Equal Opportunity Employer/Disability/Veterans

RelaDyne, and its affiliates, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ethnicity, sex, age, gender identity, sexual orientation or identity, genetic information, status as a protected veteran, status as a qualified individual with disability, or any other protected class status.

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