Lego
Omnichannel Fulfillment Manager
🇺🇸 Hybrid - Boston, MA
🕑 Full-Time
💰 $101K - $151K
💻 Sales
🗓️ October 29th, 2025
Edtech.com's Summary
The LEGO Group is hiring an Omnichannel Fulfillment Manager. This role involves managing the rollout, training, support, and continuous improvement of omnichannel services to optimize shopper experiences and store compliance. The manager coordinates with retail teams, monitors key performance indicators, investigates operational issues, and collaborates across departments to enhance fulfillment operations.
Highlights
- Manage delivery, rollout, and innovation of omnichannel services and provide training and troubleshooting support to retail teams.
- Monitor adoption, rejection, Net Promoter Score (NPS), and chargeback rates related to omnichannel operations.
- Support go-live by writing customer and internal use cases, testing scenarios, and developing training materials.
- Collaborate with Retail Loss Prevention, Stock Control, Fraud teams, and Finance to ensure stock integrity, investigate chargebacks, and monitor sales attribution.
- Resolve store queries related to order processing, system functionality, and shopper service compliance.
- Analyze and improve store Key Performance Indicators (KPIs) for fulfillment and collection services.
- Require experience in D2C fulfillment operations, partner management, problem-solving, and cross-border fulfillment knowledge.
- Proficient in communicating effectively across cultures and time zones within a multinational corporation.
- Compensation range: $100,906 to $151,360, dependent on experience and market benchmarks.
- Role supports global ecommerce initiatives and requires collaboration with multiple departments including customer service, retail, and finance.
Omnichannel Fulfillment Manager Full Description
Omnichannel Fulfillment Manager
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- Location
- Boston, Massachusetts, United States of America
- Job ID
- 0000027655
- Category
- Sales, Marketing & Product Management
Job Description
Do you have a passion for enhancing shopper experiences? Bring your amazing communication and collaboration skills to the table to ensure our shoppers have the best experience!
Core Responsibilities
This role will manage and coordinate the in region delivery, rollout, success and innovation of Omnichannel services. They will do so by supporting the rollout, providing training materials to the relevant training teams, providing ongoing troubleshooting assistance (light touch technical as well as procedural) to the retail teams and CSE, as well as ongoing process and procedural updates and adherence. This person would also monitor adoption rates, rejection rates (where a store is not adhering to the shopper SLA), reasons for rejection, Omni NPS and Omni chargeback rates.
Go Live Support
- Write customer experience & internal customer use cases
- Support with the testing of all internal and external use cases
- Write training materials – technical and non technical
- Ensuring stores understand their compliance requirements
Business As Usual Support (non exhaustive)
- Work with Retail Loss Prevention and Stock Control in store to ensure store stock integrity that is updated timely and correctly to LEGO.com Basket (via ATS)
- Work with Fraud teams to ensure that chargebacks are investigated and measures are taken to prevent increases in fraud through Omni services by ‘tweaking’ processes
- Investigate any ATS challenges
- Review Store adherence KPIs for fulfillment and collection and prompt any actions required
- Liaise with stores to continuously improve the service and product capabilities based on experience and shopper feedback
- Partner with stores and warehouses to optimize the service offering to the shoppers via updates to internal systems and rules e.g where a store is over performing and believe they can maintain that momentum, could we offer a shorter leadtime to shoppers (only from that location) as a consequence?
- Assist stores with queries around “why is this button not working”, “the label is not allowing me to print it out” (e.g where orders have not completed fraud checks), “can I refuse a return”, “customer doesn’t have an order number, how can I find the order”, etc.
- Advance and monitor any technical issues arising from stores
- Ensure stores are turned off in internal systems where a technical issue or stock integrity issue arises
- Ensure that all store data is correct, i.e addresses, opening times and stock spot checks
- Collaborate with CSE on top contact drivers for Omni services and try and resolve
- Track any store KPI delays against Shopper SLA impact and any goodwill
- Work with regional store teams to improve KPIs
- Collaborate with Finance on sales attribution per Omni service adoption, per store as well as any operating costs that should be allocated against the fulfilling site
Play your part in our team succeeding
As a part of the LEGO Retail organization, Global Ecommerce drives the development of LEGO.com and digital shopper channels across regions and plays a pivotal role in the LEGO Group commercial strategy!
The Omnichannel Fulfillment Manager identifies issues, researching possible updates/solutions, coordinating, and communicating locally and regionally – relating to all ecommerce shipping, returns and operational activities. In addition, this role is important to supporting new projects such as omnichannel services, product personalization, and other valuable services.
Do you have what it takes?
- Effective partner management with the ability to communicate openly and collaboratively across cultures and time zones, within a large multinational corporation.
- Proven experience enhancing D2C fulfillment operations, including underlining systems, process changes and enhancements, using consumer feedback.
- Ability to empathize with shoppers and experience delivering innovative customer experience improvement initiatives and being involved/ leading end-to-end, from conception to hyper care.
- An innovative, positive, flexible approach and determination to overcome obstacles with excellent problem-solving skills.
- Excellent attention to detail and financially astute.
- Experience dealing with multiple carriers & cross border fulfillment is advantageous.
Additional details on this position:
- Our workplace enables our LEGO® colleagues to be and do their best at work. Introducing a flexible way of working through a hybrid working model is a great example of how we live up to our ambition. This 3 day in the office hybrid working model will exemplify our People Promise by embracing the different life situations of our colleagues.
- The internal title will be Omnichannel Operations Manager and the internal level will be Manager Specialist.
- No relocation assistance is offered for this position.
#LI-SW2
#LI-Hybrid
Compensation
The salary for this position has a range of $100,906.00 - $151,360.00 based on anticipated responsibilities, market benchmarks, and organizational constraints. The LEGO Group carefully considers a wide range of compensation factors, including but not limited to prior experience, skills, expertise, location, internal equity, and other considerations permitted by law. The comprehensive remuneration details, inclusive of benefits, will be communicated upon finalisation of the employment offer.
The salary for this position has a range of $100,906.00 - $151,360.00 based on anticipated responsibilities, market benchmarks, and organizational constraints. The LEGO Group carefully considers a wide range of compensation factors, including but not limited to prior experience, skills, expertise, location, internal equity, and other considerations permitted by law. The comprehensive remuneration details, inclusive of benefits, will be communicated upon finalisation of the employment offer.
Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.
What’s in it for you?
Here are some of what to expect:
Family Care Leave – We offer enhanced paid leave options for those important times.
Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
Wellbeing – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based
Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.
Bonus – We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme
Your workplace – When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.
We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.
The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and Veteran status) to apply for roles in our team.
The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and Veteran status) to apply for roles in our team.
We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to “inspire and develop the builders of tomorrow.”
The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.
The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.
Thank you for sharing our global commitment to Children’s Rights.
We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.
Online Application Accessibility Statement; which is intended for people with disabilities - LEGO systems endeavors to make www.LEGO.com/jobs accessible to any and all users. If you would like to contact us regarding the accessibility of our web site or need assistance completing the application process, please contact the HR Service Desk at 1.860-763-7777, option #3. Please note, these communication channels should be used for those having difficulty accessing our on-line channels, not to inquire about job opportunities.
Just imagine building your dream career.
Then make it real.
Join the LEGO® team today.
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