DTC Fulfillment Analyst

AI at SharkNinja

At SharkNinja, we're building an AI-native culture. We're not waiting for the future; we're creating it. Our people are expected to experiment boldly, adopt new tools, and continuously raise what's possible to create meaningful impact for our consumers. If you believe the best way to do your job hasn't been invented yet, you'll fit right in.

Position Summary

The DTC Fulfillment Analyst is responsible for monitoring and improving end-to-end Order-to-Porch performance for direct-to-consumer shipments. This role reviews daily shipment and tracking data, proactively manages delivery exceptions, and drives accountability and corrective actions with parcel carriers and DC operations partners to ensure a fast, reliable, and positive consumer delivery experience.

The ideal candidate is highly detail-oriented, data-driven, and comfortable working cross-functionally with carriers, customer service, and internal operations teams to resolve delays, prevent recurring delivery issues and striving for a superior customer experience everyday.

Key Responsibilities

Order-to-Porch Performance

• Monitor daily DTC shipment activity and tracking status to ensure on-time delivery performance.
• Identify at-risk, delayed, or stalled shipments and take proactive action to resolve issues.
• Track and report Order-to-Porch lead time performance against service level targets.
• Present ideas for Order-to-Porch lead time improvements for alignment and implementation.

Carrier Management & Accountability

• Drive carrier accountability through root-cause analysis, follow-ups, and corrective action requests.
• Escalate recurring issues and support carrier performance reviews with data and insights.

Exception Management

• Investigate delivery exceptions including pickup and in-transit delays, misroutes, failed delivery attempts, and lost or damaged shipments.
• Coordinate resolutions with carriers, fulfillment centers, and customer service teams.
• Ensure timely and accurate updates are communicated to internal stakeholders.

Consumer Experience Support

• Partner with Customer Experience teams to minimize consumer impact from delivery delays.
• Support post-purchase experience by ensuring shipment issues are resolved quickly and accurately.
• Identify trends that negatively impact consumer satisfaction and recommend process improvements.

Reporting & Continuous Improvement

• Maintain dashboards and reports related to shipment status, delivery performance, and carrier KPIs.
• Analyze trends to identify opportunities to improve speed, reliability, and cost.
• Support continuous improvement initiatives focused on reducing delivery delays and exceptions.

Qualifications

Required

• Bachelor's degree in Supply Chain, Logistics, Business, or related field (or equivalent experience)
• 1-3 years of experience in logistics, transportation, fulfillment, or e-commerce operations
• Experience working with parcel carriers and shipment tracking systems
• Strong analytical skills and comfort working with large data sets
• High attention to detail and strong follow-through

Preferred

• Experience supporting DTC or e-commerce fulfillment operations
• Familiarity with Order Management Systems (OMS), Transportation Management Systems (TMS), or carrier portals
• Experience with carrier performance metrics and service level management

Key Skills & Competencies

• Shipment tracking and exception management
• Data analysis and reporting
• Problem solving and root-cause analysis
• Cross-functional communication and collaboration
• Customer-first mindset

Success in This Role Looks Like

• Reduced Order-to-Porch lead time and delivery variability
• Fewer repeat carrier service issues
• Faster identification and resolution of delivery exceptions
• Improved consumer delivery experience and satisfaction

Other Requirements

• Travel Required - up to 10%

Pay and benefits

Salary and Other Compensation: The annual salary range for this position is displayed below. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, flexible spending accounts, health savings accounts (HSA) with company contribution, 401(k) retirement plan with matching, employee stock purchase program, life insurance, AD&D, short-term disability insurance, long-term disability insurance, generous paid time off, company holidays, parental leave, identity theft protection, pet insurance, pre-paid legal insurance, back-up child and eldercare days, product discounts, referral bonus program, and more.

What We Offer

• We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, SharkNinja product discounts, and more.
• We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining what's possible.
• When you join, you're not just part of a company-you're part of an outrageously extraordinary community.
• To gether, we won't just launch products- we'll disrupt entire markets.

• At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success.
• Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja's innovation every day.
• We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration.
• With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.