<p>Position Overview:</p> <p>The Fulfillment Operations Manager is a critical functional role within Fulfillment Operations, reporting to the SR Manager, Fulfillment Operations. This role is responsible for identifying, improving, and developing fulfillment business processes both internally and externally. The Manager serves as the primary point of contact for end-to-end fulfillment management across all assigned utility partners, with accountability for accurate execution of customer communications, regulatory compliance, price increase management, production simplification, and operational automation. The role collaborates cross-functionally with Operations, Marketing, IT, Project Management, Legal, Account Management, and Customer Service to ensure the highest fulfillment standards are met.</p> <p>Responsibilities:</p> <ul> <li>Manage end-to-end fulfillment operations for all assigned utility partners, including partner integration, creative setup, proofing, exception handling, and go-live execution, ensuring accuracy across all customer-facing materials and data. </li><li>Lead price increase implementations across assigned utility partners, coordinating with Legal, IT, and print vendors to ensure all customer communications are updated and approved prior to mailing. </li><li>Identify and implement opportunities to simplify fulfillment processes, reduce manual steps, and standardize setups across partners to improve accuracy and operational efficiency. </li><li>Conduct scheduled and ad hoc underwriter audits of fulfillment materials, document findings, and manage all corrections to completion in partnership with Legal and the broader team. </li><li>Serve as the primary fulfillment point of contact for the Call Center, facilitating regular agent roundtables, identifying contact trends and root causes, and ensuring agents are equipped with current and accurate reference materials. </li><li>Develop and maintain training documentation for internal teams and cross-functional partners to support accurate execution when processes, products, or communications change. </li><li>Lead fulfillment's participation in RPA and automation initiatives by identifying manual processes and validating automated outputs against quality standards. </li><li>Serve as the business owner for all fulfillment-related IT tickets, managing issues from documentation through resolution and identifying recurring problems that warrant longer-term remediation. </li><li>Proactively identify process gaps and take ownership of resolution, including updating SOPs, establishing new review procedures, or coordinating changes with vendors. </li><li>Communicate fulfillment status, risks, and resolutions to internal stakeholders in a timely manner, escalating issues proactively and presenting recommendations alongside problems. </li><li>Track fulfillment performance metrics and contribute to leadership reporting, highlighting trends and areas requiring operational improvement. </li></ul> <p>Essential Functions:</p> <p>Essential Job Function</p> <p>% of Time on Function</p> <p>End-to-End Fulfillment Management & Content set up</p> <p>50%</p> <p>Price Increase Management & Production Simplification</p> <p>20%</p> <p>Underwriter / Compliance Audits & Quality Assurance</p> <p>10%</p> <p>Call Center Liaison, Training Development & Agent Support</p> <p>10%</p> <p>Process Documentation, SOPs & Metrics Reporting</p> <p>10%</p> <p>Total</p> <p>100%</p> <p>Job Requirements:</p> <ul> <li>Bachelor's degree required </li><li>4+ years of experience in an Operations or Marketing role </li><li>Demonstrated experience managing price increase projects across customer communications and fulfillment workflows </li><li>Experience conducting compliance, underwriter, or fulfillment audits with documented remediation outcomes </li><li>Familiarity with call center operations and the ability to develop and deliver agent training materials and reference documentation </li><li>Experience with business process automation or RPA platforms; ability to identify, scope, and champion automation opportunities </li><li>Ability to work in a fast-paced team environment while maintaining a high degree of accuracy </li><li>Proven ability to multi-task and successfully manage multiple concurrent projects </li><li>Strong written and verbal communication skills; able to present findings to senior leadership </li><li>Self-motivated and performance driven with high attention to detail </li><li>Proficient with Microsoft Office Suite - especially Excel and Word; experience with project tracking tools a plus </li></ul> <p>Salary Range (Norwalk, CT): $91,955.16 to $122,606.89</p> <p>Annual Bonus Potential: 10%</p> <p>The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to seniority, merit, geographic location where the work is performed, education, experience, travel requirements for the job, and/or other business and organizational needs.</p> <p>#LI-ONSITE</p> <p>#HUSA</p> <p>Minimum Physical Requirements:</p> <p>The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk, and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.</p>