Director of Delivery Fulfillment

Description:

As the Director of Fulfillment, you will be the architect and operator of Fiverr’s new strategic frontier: the post-order experience, ensuring Fiverr is a trusted work platform for complex trusted work platform for complex, high-value outcomes.

You will own the "fulfillment surface" end-to-end, moving us beyond simple delivery toward a structured, predictable, and high-trust environment where large projects succeed by design. You are the primary advocate for the customer once the "order" button is clicked, responsible for ensuring that "Customer Satisfaction" is not just a metric, but a platform-wide reality.

• Setup and own the Fulfillment Operating System: Collaborate with functions across the organization, including product, operations and R&D, to setup Fiverr’s fulfillment layer
• Own and manage the end-to-end execution lifecycle: including project tracking, status visibility, and proactive intervention for high-value work.
• Optimize "Customer Satisfaction": Maximize the project success rate and repeat purchase behavior for large orders.
• Standardize Complex Outcomes: Create structured kickoff workflows, milestone tracking, and Statement of Work confirmation tools to eliminate the product-driven failure modes that undermine trust.
• Manage Post-Order mitigations: Oversee the escalation and dispute resolution pathways, transforming them from reactive costs into proactive trust-building touchpoints.

• Operations Architect: Proven experience building fulfillment, supply chain, or project delivery operations at scale, preferably within a marketplace or B2B services environment.
• Outcome-Obsessed: A track record of moving lagging indicators like Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Repeat Purchase Rates.
• Strategic Executioner: Ability to translate high-level strategy (like our Three-Year Roadmap) into a sequence of "fulfillment bets" with clear hypotheses and kill criteria.
• AI-Native Leader: Comfortable leveraging AI-first workflows to increase operational density and decision speed.
• Radical Transparency: A leadership style that embraces "radical candor" and treats failures as high-velocity learning cycles.