DTC Fulfillment Analyst

About Us
SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people's lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja, the company has a proven track record of bringing disruptive innovation to market and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 4,100 associates, the company's products are sold at key retailers, online and offline, and through distributors around the world.
Title: DTC Fulfillment Analyst
Reports to: Director, Global DTC Operations
Location: Remote
COMPANY BACKGROUND/CULTURE
At SharkNinja, our purpose is to positively impact people's lives every day in every home around the world! We work very hard to provide our consumers with high quality, exciting products that make life easier. We thrive on passion and innovation, and are looking for great people, with great ideas, who want to build the next big thing and develop while they do. At SharkNinja, Diversity, Equity, and Inclusion is 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 of our 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.
For more information about SharkNinja, please visit us at: www.sharkninja.com
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

• Act as a primary point of contact for parcel carriers regarding delivery delays, exceptions, and service failures.

• 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 includingpickup and in-transitdelays, 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

• Carrier communication and escalation

• Data analysis and reporting

• Problem solving and root-cause analysis

• Cross-functional 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 andresolution of delivery exceptions

• Improved consumer delivery experience and satisfaction

Other Requirements

• Travel Required - up to 10%

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.
Pay Range
$66,300-$81,100 USD
Our Culture
At SharkNinja, we don't just raise the bar-we push past it every single day. Our Outrageously Extraordinary mindset drives us to tackle the impossible, push boundaries, and deliver results that others only dream of. If you thrive on breaking out of your swim lane, you'll be right at home.
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. Together, 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.
Learn more about us:
Life At SharkNinja
Outrageously Extraordinary
SharkNinja Candidate Privacy Notice

• For candidates based in all regions, please refer to this Candidate Privacy Notice.
• For candidates based in China, please refer to this Candidate Privacy Notice.
• For candidates based in Vietnam, please refer to this Candidate Privacy Notice.

We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at [email protected]