Order Management Manager

Back to jobs New Order Management Manager United States Apply Who We Are Babylist is the leading registry, e-commerce, and content platform for growing families. More than 9 million people shop with Babylist every year, making it the go-to destination for seamless purchasing, trusted guidance, and expert product recommendations for new parents and the people who love them. What began as a universal registry has grown into a full ecosystem for new parents, including the Babylist Shop, Babylist Health, and a flagship showroom in Los Angeles. Hundreds of brands in baby and beyond partner with Babylist to engage meaningfully with families during one of life’s most important transitions. With over $1 billion in annual GMV, and more than $500 million in 2024 revenue, Babylist is reshaping the $320 billion baby product industry. We’re helping parents feel confident, connected, and cared for at every step. As we build the generational brand in baby, our mission remains simple: to connect growing families with everything they need to thrive.To learn more, visit www.babylist.com . Our Ways of Working Babylist thrives as a remote-first company, with HQ team members located across the U.S. and Canada. We meet in person twice a year—once as a company and once by department to strengthen the relationships that power our work. We show up consistently, stay purpose-driven, leverage AI to amplify our impact, and achieve results—together, from anywhere. What the Role Is As the Order Management Manager, you'll own the real-time performance of Babylist's multi-node order network—managing order flow across our Commercial Point fulfillment center, 3PL partners, and dropship vendors that collectively ship products to 9 million annual customers. You'll lead a team of operations specialists who monitor backlogs, drive order accuracy, and ensure every package reflects our commitment to one of our core values, We Love Our Users . This role sits at the operational heart of Babylist's fulfillment ecosystem. You'll manage the systems and teams that ensure every order—from placement through delivery—is handled with precision and accountability. You'll work daily in your OMS and WMS platforms, analyze real-time backlog data, and serve as the bridge between fulfillment operations and customer service, translating order issues into process improvements and system fixes. This role requires both strong people leadership and operational rigor. You'll coach your team through high-volume periods, build scalable SOPs that support growth, and partner cross-functionally with Supply Chain, Customer Service, and external fulfillment partners to drive continuous improvement. You'll need to stay calm under pressure, move quickly to resolve escalations, and own outcomes even when the root cause sits outside your direct control. If you've built order management operations in a fast-growing e-commerce or retail environment, managed teams through peak volume periods, and thrive on using data to solve operational problems in real-time, this role will energize you. Who You Are 5+ years in order management, fulfillment operations, or supply chain in e-commerce, retail, or logistics environments with experience managing order flow across multiple fulfillment channels (in-house, 3PL, dropship) 2+ years managing exempt-level individual contributors in operational roles, including coaching through performance challenges, setting clear expectations, and developing team capabilities Experienced working daily in order management systems (OMS) and warehouse management systems (WMS), including troubleshooting order exceptions, managing backlog queues, and understanding system integrations between platforms Data-driven operator comfortable building and tracking KPIs including backlog aging, order processing time, fulfillment error rates, delivery SLA performance, and customer-facing metrics like reshipment rates Skilled at managing multi-node fulfillment models where orders route to different facilities or partners based on inventory location, shipping speed, or cost optimization Strong cross-functional collaborator who partners effectively with Customer Service to resolve order issues, with Supply Chain to optimize inventory allocation, and with 3PL/vendor partners to drive performance improvements Experienced building and maintaining SOPs that scale—you've created documentation and workflows that new team members can follow and that hold up during high-volume periods Comfortable operating in ambiguity where you build processes from scratch, make decisions with incomplete information, and iterate based on what's working Calm under pressure during peak periods, system outages, or vendor performance issues—you can triage quickly, communicate clearly, and keep your team focused on solutions Proactive problem solver who spots patterns in order exceptions, identifies root causes, and drives fixes rather than just managing symptoms Passionate about the role fulfillment plays in customer trust—you see order accuracy and delivery speed as promises to customers, not just operational metrics Thrives in fast-moving, scale-up environments (vs. large enterprises) where you're expected to be hands-on, move quickly, and prioritize ruthlessly Comfortable and enthusiastic about working in an AI-forward environment where AI tools are part of daily operations. You embrace technology to enhance your work while keeping people at the center How You Will Make An Impact Lead and develop a team of operations specialists responsible for monitoring real-time order performance across Babylist's fulfillment network (internal FC, 3PLs, dropship vendors) Own operational KPIs including backlog aging, order processing speed, fulfillment error rates, delivery SLA performance, and reshipment root cause metrics Monitor order backlogs daily across all fulfillment nodes, identify bottlenecks in real-time, and escalate proactively to internal teams and external partners to drive resolution Partner closely with Customer Service to analyze order issue patterns, identify systemic problems, and implement process or system fixes that prevent recurring issues Build and maintain scalable SOPs for order exception handling, backlog management, vendor performance tracking, and escalation protocols that support current volume and future growth Expand operational scope to include returns processing workflows, post-fulfillment order monitoring, and reshipment analysis to reduce customer friction and operational cost Work cross-functionally with Supply Chain Strategy and Fulfillment teams to optimize order routing logic, improve inventory allocation, and enhance system integrations between OMS, WMS, and vendor platforms Manage relationships with 3PL and dropship partners, conducting regular performance reviews, setting clear SLA expectations, and driving continuous improvement in service delivery Develop your team through clear coaching, performance feedback, and growth opportunities—building capability in data analysis, problem-solving, and operational ownership Champion We Love Our Users in every operational decision, ensuring that speed, accuracy, and care are balanced in how orders are processed and delivered Identify opportunities to leverage AI and automation in order management workflows while maintaining human oversight on customer-facing decisions Why You Will Love Working At Babylist Our Culture We work with focus and intention, then step away to recharge We believe in exceptional management and invest in tools and opportunities to connect with colleagues We build products that positively impact millions of people's lives AI is intentionally embedded in how we work, create, and scale—supporting innovation and impact Growth & Development Competitive pay and meaningful opportunities for career advancement We believe technology and data can solve hard problems We're committed to career progression and performance-based advancement Compensation & Benefits Competitive salary with equity and bonus opportunities Company-paid medical, dental, and vision insurance Retirement savings plan with company matching and flexible spending accounts Generous paid parental leave and PTO Remote work stipend to set up your office Perks for physical, mental, and emotional health, parenting, childcare, and financial planning About Compensation We use a market-based approach to compensation. The starting salary range for this role is: $120,350 to $144,420 Your starting salary will be based on your location, experience, and qualifications, with increases over time tied to performance, role growth, and internal pay equity. Important Notices Interview Process & Consent Babylist uses AI to record and transcribe all interviews for evaluation purposes in accordance with CCPA and GDPR. By participating in an interview, you consent to this recording and transcription. Interview Integrity During the interview process, we're evaluating your individual problem-solving skills, creativity, and approach to challenges. While AI tools like ChatGPT, Claude, and Cursor are part of your daily toolkit once you join Babylist, all interviews, assessments, and take-home assignments must be completed independently.  You may not use AI tools, third-party services, coaching platforms, or content-farming services during any part of the interview process unless we explicitly permit it. We will clearly communicate when AI tools are allowed for specific assessments. Any indication of third-party assistance or AI-generated responses will result in immediate disqualification. We may also verify educational credentials through third-party sources—providing false or misleading information will result in removal from consideration. Official Communication All communication will come only from the Babylist Talent Team via an @babylist.com email address. We will never request payment, bank information, or personal financial details. Be cautious of fraudulent outreach via non-company email addresses, messaging platforms (e.g., WhatsApp, Telegram), or unsolicited phone calls. Verify legitimate opportunities on our careers page. SMS Consent You may opt in to receive text message updates about your application or interviews. Opting out will not affect your application status—communication will continue via email or phone. Message and data rates may apply. 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