Senior Manager, LiveCom Logistics & Operations at VeeFriends in New York, NY

Job description

• VeeFriends is looking for a highly organized, hands-on Senior Manager, LiveCommerce Logistics & Breaking Operations to own the operational engine behind our rapidly growing LiveCommerce business.
• LiveCommerce creates a fundamentally different fulfillment challenge than traditional eCommerce. Products are opened live, individual cards and collectibles must be accurately identified and sorted, customer orders need to remain connected to what happened during a livestream, and fulfillment must happen quickly and accurately — all while the next live show continues.
• As VeeFriends expands its presence across live shopping platforms and builds toward an increasingly continuous livestream commerce operation, we need a dedicated leader responsible for making that physical operation scalable, accurate, efficient, and exceptional for collectors.
• This role will oversee our New York-based breaking and LiveCommerce fulfillment operation, including on-site inventory, card sorting, order processing, staffing, workflows, quality control, and shipment readiness. You will directly manage our Fulfillment & Inventory Associates and oversee flexible/temporary staffing as the operation scales.
• You will report to the Head of Inventory Management & Logistics and work closely with LiveCommerce, Technology, Finance, Customer Experience, and the broader Operations organization.
• Success in this role means VeeFriends can dramatically expand its LiveCommerce operation without fulfillment complexity becoming a constraint on growth.
• As selling hours, platforms, products, and order volumes increase, the operation remains organized and controlled. Inventory is accurate. Breaks are sorted correctly. Valuable collectibles are protected. Orders move quickly. Staffing scales intelligently. Errors remain exceptionally low. And customers receive exactly what they watched themselves pull or purchase on-screen.
• Most importantly, you will help transform a highly manual and inherently complex breaking workflow into a repeatable, measurable, technology-enabled operation that can scale with VeeFriends.

Responsibilities

• Own the end-to-end operational lifecycle for LiveCommerce and breaking, from inventory arriving at the breaking operation through product staging, live breaks, sorting, order reconciliation, packing, and shipment handoff.
• Build and continuously improve the workflows required to support a high-volume, increasingly near-24/7 LiveCommerce operation, ensuring that operational capacity keeps pace with selling hours and GMV growth.
• Lead the physical operations surrounding trading card and collectible breaks, including product preparation, break organization, card sorting, customer/order attribution, protection, packing, and fulfillment.
• Manage the on-site LiveCommerce inventory environment, ensuring accurate receipt, storage, movement, reconciliation, cycle counting, and chain of custody for products moving through the facility.
• This includes a sub-set of high-value “Slab” inventory. Strong inventory controls and processes to protect this highly valuable inventory is paramount.
• Establish rigorous processes for handling high-value, rare, and potentially one-of-one collectibles, with heightened controls around identification, documentation, security, protection, and customer delivery.
• Directly manage and develop VeeFriends Fulfillment & Inventory Associates, creating clear roles, performance expectations, training programs, schedules, and operating procedures. This includes 2 direct-reports today - with an expectation the team will grow and scale to support GMV, Hours, and Platform expansion.
• Own the relationship and day-to-day deployment of temporary and flexible fulfillment labor, including partners such as GigSmart, flexing staffing levels around show schedules, launches, demand spikes, and extended operating hours.
• Develop labor and capacity models that connect livestream schedules and expected order volume to staffing requirements, identifying bottlenecks before they impact the customer experience.
• Establish and track operational KPIs including order accuracy, inventory accuracy, units/orders processed per labor hour, fulfillment turnaround time, error rates, backlog, labor cost per order, and shipping SLA performance.
• Build strong quality-control processes to ensure that the exact collectible purchased or pulled for a customer is the collectible they ultimately receive.
• Partner closely with the LiveCommerce team to plan upcoming shows, product launches, promotions, and breaking formats so that commercial ideas can be executed operationally at scale.
• Partner with Technology and the broader Inventory & Logistics organization to improve the systems connecting livestream transactions, inventory, order management, warehouse workflows, and fulfillment.
• Help evaluate and implement scanning, labeling, video/documentation, inventory management, WMS, and other technologies that reduce manual processes and improve traceability.
• Create and maintain SOPs for breaking, sorting, inventory handling, fulfillment, quality control, staffing, shift transitions, and exception management.
• Own operational problem-solving when discrepancies occur — including missing cards, incorrect allocations, damaged product, inventory variances, fulfillment errors, or unusual high-value orders.
• Serve as a primary operational user of our internal WMS and Shopify for LiveCommerce product setup, inventory allocation, order workflows, and reconciliation.
• Understand and monitor inventory movement between our internal WMS, Shopify, and LiveCommerce platforms to prevent overselling across channels.
• Partner with Technology to document operational needs, test improvements, and provide actionable feedback on our internal WMS, Shopify, and related integrations specifically for LiveCom and Marketplace channels.
• Maintain an organized, secure, professional LiveCommerce fulfillment environment capable of supporting both everyday operations and major VeeFriends launches and events.
• Partner with and support the Head of Inventory Management & Logistics on longer-term decisions around facility design, automation, staffing models, operating hours, and the infrastructure required to scale LiveCommerce.

Requirements

• 5+ years of experience in fulfillment, warehouse operations, inventory operations, LiveCommerce operations, collectibles, trading cards, or another high-volume physical operations environment. Familiarity with WhatNot, eBay Live, and/or TikTokShop a pre-requisite.
• 2+ years of experience directly managing fulfillment, warehouse, inventory, or operations teams, with demonstrated people management & mentorship experience.
• A highly hands-on operator who is equally comfortable designing a process, analyzing its performance, and working on the floor with the team to fix it.
• Experience building operational processes in a fast-growing environment where workflows and systems are still evolving.
• Strong understanding of inventory controls, order fulfillment, warehouse workflows, labor planning, and quality assurance.
• Experience managing hourly, temporary, flex, or shift-based labor is strongly preferred.
• Ability to operate effectively in an environment with extended operating hours, changing schedules, product launches, and significant peaks in demand.
• Strong analytical instincts and comfort using operational data to identify bottlenecks, improve productivity, and make staffing decisions.
• Ability to split time between VeeFriends main office and livestream “hub” in NYC, and future operations in satellite studios and fulfillment centers (e.g. NJ, greater NYC area)
• Familiarity with OMS, IMS, WMS, shipping, scanning, or warehouse technology platforms.
• Exceptional attention to detail. In a collectibles business, seemingly small fulfillment errors can have significant financial and customer consequences.
• Strong cross-functional communication skills and the ability to work closely with commercial, technology, customer experience, and operational teams.
• Experience with trading cards, collectibles, breaking, LiveCommerce, or hobby-industry fulfillment is a major plus, but operational excellence and the ability to learn the category are more important than being a lifelong collector.

Skills

Required

• Exceptional attention to detail
• Hands-on operator
• Analytical instincts
• People management & mentorship
• WhatNot
• eBay Live
• TikTokShop
• OMS
• IMS
• WMS
• Shopify
• Scanning

Benefits

• 135,000 - 135,000 USD per year (US)