Director of Fullfilment

Description

We are seeking a strategic and customer-obsessed Head of Fulfillment to own and elevate the end-to-end customer delivery experience in our digital services marketplace. This leader will be responsible for shaping how users receive, experience, and perceive the value of our services—from the moment they submit a request to the final delivery and beyond.

WHAT AM I GOING TO DO?

• Own and optimize the full fulfillment journey—from service request, to digital packaging, delivery, and post-delivery touchpoints.
• Design and implement a consistent, delightful, and premium customer experience that is deeply embedded in our product and service flows.
• Collaborate with Product, UX/UI, Customer Support, Marketing, and Talent Operations teams to ensure cohesive experience design.
• Define best practices and standards for how digital services are framed, presented, and delivered.
• Build mechanisms for quality control, service packaging, and user satisfaction measurement.
• Lead cross-functional initiatives to scale fulfillment operations without compromising experience.
• Leverage data to continuously improve customer satisfaction, reduce friction, and drive repeat usage.
• Serve as the voice of the customer across the organization for fulfillment-related topics.
  
  

Requirements

• 10+ years of experience in customer experience, fulfillment, operations, or service design—preferably in digital platforms or marketplaces.
• Demonstrated success in designing scalable, high-quality customer journeys.
• Deep understanding of digital service products and user expectations.
• Strong analytical mindset with the ability to translate data into action.
• Excellent leadership, communication, and collaboration skills.
• Passion for creating outstanding user experiences that drive retention and brand loyalty.
  
  

At Fiverr, we’re not about checklists. If you don’t meet 100% of the requirements for this role but still feel passionate about the position and think you have the right skills and qualifications to excel at it, we want to hear from you.

EQUAL OPPORTUNITIES

At Fiverr, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or a special need.