Senior Director, Fulfillment & Operations Technology

Recognized on the Inc. 5000 list of fastest-growing companies and named one of Austin's Top Workplaces year after year. We invest in exceptional people with a team of over 800 and growing fostering our employees' careers and celebrating them at every step of the way. Four Hands is where passion meets purpose and where your next chapter begins.

The Senior Director, Fulfillment & Operations Technology leads the design, delivery, ongoing support, and continuous improvement of technology solutions that power Four Hands' physical operations including inbound and outbound logistics, warehouse management, transportation, product quality, and Art Studio creative production systems.

This role combines strategic direction with active technical engagement, setting the architectural vision and engineering standards while staying close to the details reviewing solution designs, making technical trade-off decisions, and working shoulder-to-shoulder with the team. Together, this team oversees support and delivery engineering focused on software development, integrations and SaaS/3rd Party implementation and is accountable for the reliable day-to-day operation of the systems and data integrations these squads build and maintain.

Success means both defining where technology is going and ensuring it's running well today. You are equally comfortable in a roadmap conversation with an operations VP and in a design review with an engineer. You champion modern engineering practices and AI-assisted tooling, hold the team to high delivery and support standards, and earn the trust of operational stakeholders by translating complex problems into practical, well-executed solutions.

In This Role

Solution Architecture & Design

• Lead solution architecture across fulfillment and operations technology, ensuring scalable, integrated, and maintainable solutions
• Establish architectural standards and best practices across custom development, integrations, and SaaS platforms
• Evaluate technology solutions and make build-vs-buy decisions based on business needs, scalability, and cost
• Oversee technical design from requirements through implementation, including integrations, data models, and APIs
• Ensure system reliability, security, monitoring, and recovery capabilities are embedded in solution design

Business Partnership

• Serve as a trusted technology advisor to operations, logistics, quality, and art studio leaders translating operational challenges into solution designs, technology roadmaps, and delivery priorities
• Build strong cross-functional relationships that promote collaboration, alignment, and successful adoption of operational technology
• Communicate architecture decisions, delivery progress, support performance, and technical risks clearly to non-technical stakeholders

Operational Support & System Reliability

• Own the operational support model for all systems and data integrations within the fulfillment and operations technology portfolio ensuring incidents are detected quickly, triaged appropriately, and resolved with minimal impact
• Define and maintain support tiers, on-call responsibilities, escalation paths, and response SLAs that reflect the operational criticality of fulfillment systems including coverage expectations for WMS and logistics platforms that run outside standard business hours
• Own the reliability and integrity of data integrations across the fulfillment technology ecosystem including EDI, API, and middleware connections with clear ownership, documented failure modes, and automated alerting on data anomalies
• Drive a continuous improvement mindset around system stability tracking incident trends, conducting root cause analysis on recurring failures, and translating findings into architectural or process improvements that reduce future risk
• Ensure support practices do not become a tax on project delivery structuring the teams and support rotation in a way that protects engineering capacity for new work while meeting operational commitments

Platform Ownership & Governance

• Establish ownership models, standards, and governance practices to ensure operational systems are scalable, secure, maintainable, and operationally resilient
• Define and uphold engineering and delivery standards across the full software development lifecycle including solution design, development, testing, release management, documentation, and operational support
• Manage technical debt deliberately staying close enough to the codebase and architecture to prioritize remediation where it creates operational risk or constrains future delivery

Domain Focus Areas

• Warehouse Management Systems (WMS): Lead platform strategy, configuration, continuous improvement, and ongoing support of WMS capabilities supporting inbound receiving, putaway, pick/pack/ship, inventory accuracy, and returns processing
• Inbound & Outbound Logistics: Own systems and integrations supporting purchase order management, inbound shipment visibility, carrier connections, rate shopping, routing, and outbound order fulfillment
• Product Quality Systems: Partner with quality teams to define and evolve technology supporting quality inspection, defect tracking, supplier scorecards, and compliance workflows
• Art Studio Systems: Collaborate with creative and product teams to identify, implement, and support technology enabling Art Studio production workflows, asset management, and creative operations

The Ideal Person

• 12+ years of progressive experience in software engineering, solution architecture, or operational technology
• 5+ years in people leadership, including experience leading managers and multidisciplinary teams, developing leaders, and holding teams accountable for delivery, technical quality, and operational performance
• Bachelor's degree in Computer Science, Information Technology, Software Engineering, Supply Chain, or a related field; or an equivalent combination of education and experience
• Proven ability to lead technology strategy, multi-year roadmaps, and investment priorities while remaining actively involved in technical architecture and key decisions
• Experience delivering and supporting technology solutions across fulfillment, warehousing, logistics, or supply chain operations, with accountability for system reliability and business outcomes
• Strong solution architecture experience across custom software development, SaaS platforms, and enterprise integrations, including APIs, EDI, middleware, and iPaaS.
• Experience overseeing production support, incident management, SLAs, root cause analysis, and system monitoring to drive operational reliability
• Experience leading software development teams and establishing standards for development, testing, code reviews, and release management.
• Experience implementing or overseeing WMS platforms, TMS, carrier integrations, and order management system
• Ability to communicate complex technical concepts, influence cross-functional stakeholders, and align technology investments with business priorities