Software Engineering

As the Director of Engineering – Operations & Execution, you will lead a critical engineering pillar responsible for the technical execution, stability, and optimization of Fanatics’ owned and third-party fulfillment network. Your team will provide multi-tiered support, ensuring the reliability of Warehouse Management Systems (WMS), Warehouse Execution Systems (WES), Warehouse Control Systems (WCS), third-party logistics (3PL) integrations, and Material Handling Equipment (MHE). 

You will be responsible for tracking, measuring, and optimizing the performance of fulfillment and manufacturing processes, holding technical vendors accountable, and driving incremental improvements to ensure Ship on Time (SOT) and Perfect Order KPIs are met. 

This role requires a strong technical foundation, a history of managing managers and scaling engineering teams, and experience in fulfillment, logistics, and automation technologies.

KEY RESPONSIBILITIES

Leadership & Strategy 

• Lead, mentor, and grow a multi-tiered engineering support organization, including: 
• Facility-based support engineers (Tier 1) handling on-site issue resolution. 
• Escalation engineering teams (Tier 2) providing deep system and application support for WMS, WES, WCS, and integration layers. 
• Third-party logistics & integration support (Tier 3) ensuring smooth operations with 3PLs, decorators, and manufacturers through Fanatics-built integration frameworks. 
• In partnership with Product, develop and execute a strategic roadmap for Operations & Execution Engineering, ensuring alignment with business priorities and network performance goals. 
• Establish KPIs, monitoring, and reporting frameworks to track system health, fulfillment efficiency, and vendor performance. 
• Manage relationships with external technology vendors (put walls, automation, MHE) to drive accountability and contractual service level adherence. 
• Partner with Operations, Product, and Business teams to ensure fulfillment technology aligns with business needs. 
• Working with Product, create and manage work intake process and advise on impact analysis, prioritization and optimization opportunities. 

Technical Execution & Optimization 

• Oversee a Business-as-Usual (BAU) and Keep-the-Lights-On (KTLO) backlog across multiple warehouse and manufacturing systems. 
• Drive continuous improvements in fulfillment execution, warehouse automation, and system integrations to reduce bottlenecks and friction points. 
• Own incident management, troubleshooting, and root cause analysis for critical fulfillment and manufacturing systems. 
• Aggregate and publish performance summaries, incident metrics and core KPIs such as system up time and issues by ownership area (Technology, Facilities, Operations, Vendor, etc.). 
• Ensure seamless multi-tier system support, minimizing disruptions and optimizing fulfillment execution. 
• Collaborate with engineering leaders across Warehouse Execution, Order Routing, Manufacturing, and Logistics to build resilient, scalable fulfillment technologies. 
• Define best practices for observability, incident resolution, and system uptime in warehouse execution and logistics. 

Performance Monitoring & Vendor Accountability 

• Develop real-time monitoring and reporting capabilities to measure process path performance across fulfillment and manufacturing facilities, including uptime 
• Identify friction points and inefficiencies, leading engineering-driven solutions to improve warehouse and logistics operations. 
• Ensure technical vendor accountability, enforcing SLA adherence, uptime, and reliability for third-party solutions (MHE, put walls, sortation, etc.). 
• Partner with data science & analytics teams to generate insights that drive incremental optimization of warehouse and fulfillment processes. 

QUALIFICATIONS and EXPERIENCE

Leadership & Management 

• 10+ years of experience in software engineering, fulfillment technology, or supply chain automation, with at least 5 years in an engineering leadership role. 
• Proven ability to manage managers and scale engineering teams, particularly in high-availability, operationally critical environments. 
• Experience leading multi-tier technical support organizations, including facility-level support, system escalation teams, and third-party integration support. 
• Strong cross-functional collaboration skills, with the ability to align engineering efforts with operations, business, and vendor management. 
• Track record of driving measurable improvements in fulfillment and logistics operations through technology. 

Technical Expertise 

• Deep experience with Warehouse Management (WMS), Warehouse Execution (WES), and Warehouse Control (WCS) systems. 
• Strong understanding of cloud-based infrastructure (AWS, GCP, or Azure), event-driven architectures, and real-time fulfillment execution. 
• Experience in microservices-based architectures, APIs, and distributed systems. 
• Expertise in system monitoring, observability, and performance tracking to measure and improve warehouse and logistics operations. 
• Familiarity with third-party logistics (3PL) integrations, material handling systems, put walls, sortation, and automation technologies. 
• Experience with Workflow/Orchestration Systems like Temporal (or similar) for optimizing fulfillment execution. 
• Knowledge of Supply Chain KPIs, with a strong focus on Ship on Time, Perfect Order, and fulfillment efficiency metrics