Head of Fulfillment and Merchandising

The posting, as ARB Interactive wrote it

We are ARB Interactive, the team behind Modo Casino, one of the top Social+ platforms in the US. Founded in 2022, we've grown to nearly 200 team members and were named one of LinkedIn's 2025 Top 50 Startups in the United States. We move fast, think big, and love bold ideas that push boundaries (and buttons). From new rewards to fresh game mechanics, every challenge is a chance to innovate and have fun doing it. Our culture is collaborative, curious, and full of laughter because great ideas grow best between coffee, code, and a few epic high-fives.

ROLE OVERVIEW

As the Head of Fulfillment and Merchandising you will own the redemption experience from redeem to doorstep, and the catalog behind every box. Today, fulfillment and merchandising are spread across Customer Support, Product, and our vendors, which works at a small scale but not as Boxes grows. You will be the first person to own this function, working remotely from anywhere in the US and partnering closely with Customer Support and the Boxes Product team, with a clear mandate to scale our fulfillment process and decision rights set in your first 30 days. The scope of this role will grow with Boxes, and you’ll help shape it.

KEY RESPONSIBILITIES

FULFILLMENT OPERATIONS

EVERY REDEMPTION SHIPS FAST, RIGHT, AND WITHOUT FRICTION.

• Own the end-to-end redemption pipeline: order intake, vendor routing, shipping, tracking, delivery, and exceptions.
• Manage fulfillment vendors against clear SLAs (time to ship, accuracy, rejection and fill rates) with a weekly vendor scorecard.
• Own the fulfillment playbooks, macros, and escalation paths Customer Support uses, and partner with the Director of Customer Support to drive fulfillment ticket volume down at the root cause.
• Build clean processes for the hard cases: out-of-stock items, vendor rejections, lost or damaged shipments, address problems, and substitutions.
• Partner with Risk on redemption review so legitimate players get their items quickly and bad actors don’t.
• Work with Finance to reconcile vendor invoices, reserves, and cost to fulfill each month.
• Keep players informed with proactive shipping and delivery communication in product and in CRM.

MERCHANDISING, SOURCING & VENDOR STRATEGY

THE RIGHT PRODUCTS, FROM THE RIGHT VENDORS, AT THE RIGHT PRICE.

• Own the Boxes catalog: which products are offered, which boxes they sit in, and keeping variety fresh so every box feels worth opening.
• Find and source new items and categories, with sports cards as an immediate gap.
• Source, evaluate, negotiate with, and onboard fulfillment vendors, and build lasting relationships by understanding what each vendor offers.
• Partner with Boxes Product on item values, rarity tiers, and value bands so the catalog supports each box’s target economics.
• Own vendor and pricing data integrations: scope vendor APIs and market price feeds with Engineering so catalog values track the real market.
• Spot trends earl

[…]
s (Pokémon, sports, grading, market pricing).

• Experience at a collectibles marketplace, mystery box, or flash-sale e-commerce company.
• Background in Social+ gaming products.
• Experience at a fast-growing startup or scaling organization where you’ve built the playbook from the ground up.

ARB Interactive uses AI-assisted tools as part of our recruitment process, including skills matching, assessments, and interview note-taking. These tools help our talent team work efficiently and provide a consistent experience across candidates. All hiring decisions are made by our human recruitment and hiring team — AI tools assist, but do not determine, outcomes. Candidate information processed through these tools is handled in accordance with our Privacy Policy. If you have questions about our process or wish to request an accommodation, please contact recruiting@arbinteractive.com.

Diversity Commitment: We are focused on building a diverse and inclusive team. We welcome people of all backgrounds, experiences, abilities, and perspectives and are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Important Security Notice: Our recruitment team will only contact candidates through official channels using @arbinteractive.com http://yourcompany.com email addresses and via our recruiting platform, Ashby. If you find a position on a third party careers page (LinkedIn, Indeed, etc.), the job posting will redirect you to our careers page (https://jobs.ashbyhq.com/arb-interactive) to begin your application. We will never request payment, banking information, or personal identification details during the application process.

If you're ever uncertain about the legitimacy of communication claiming to be from our company, please forward it to recruiting@arbinteractive.com for verification before responding or clicking any links.