Order Experience Team Lead

The Role

Picture this: you're working for one of the fastest-growing eCommerce businesses in the world. Your core product is manufactured in-house. It's highly configurable, allowing customers to select from over twenty different material variations. Oh - and this level of customization is offered across over 200 different electronic devices.

All of these SKUs need to be picked in various combinations by the Order Experience Team, Who leads that team? Not you. At least, not yet. Let's see if we can change that.

Optimization is why you get out of bed in the morning - in fact, you've found the optimal way to get out of bed. Whether you're analysing several months of fulfilment data, coaching your team on effective techniques, allocating time for special requests, or implementing technology driven solutions - you're the glue holding the ship together and the propulsive wind in its sails.

Our question is: if you were in our shoes, would you hire yourself?

If you answered "yes," you're either the candidate of our dreams, or supremely overconfident. Keep reading to find out which it is.

The Environment

At dbrand, expect a clean, modern, well-lit warehouse with desks, chairs, and countless rows of inventory bins. The organisation of those bins is immaculate. After all, it needs to be -- the less time we waste hunting for products, the more time we spend ensuring that the dbrand purchasing experience is second to none for our legion of adoring cult-like customers.

We work in an environment where technology drives everything that we do. It also favours and rewards those with unparalleled foresight and organisational skills. That goes double for our prospective Order Experience Team Lead, who's able to immerse themselves in the finer details without losing sight of the bigger picture.

Before you can get the opportunity to lead our dynamic team and further develop our fulfilment process to continue driving best-in-class quality products and distinctive customer experiences, you'll need to prove yourself. Let’s see if you’ve got what it takes…

The Characteristics

• Agile: You’re nimble. You’re adaptable. You thrive in an environment where priorities can change in an instant.
• Analytical: Your decisions are driven by only one thing: data. You continue to master all the tools necessary to surface insights.
• Collaborative: You enjoy purposeful meetings. You value the contributions and perspectives of your subordinates as much as those of your CEO.
• Curious: You’re eager to learn new concepts and master new skills. There’s no tool that’s useless in your arsenal.
• Demanding: You expect the performance of your team to be nothing short of flawless.
• Disciplined: You never allow the details to slip, understanding that every bit of minutiae forms the bigger picture.
• Enthusiastic: You exhibit a contagious passion for organization and accuracy.
• Innovative: You develop new approaches to complex problems.
• Perfectionist: You persist until the smallest detail has been optimized. Knows nothing less than 100%.
• Persistent: You’ve never failed. You’ve only experienced speed bumps on your path to success.
• Reliable: You live up to both verbal and written agreements. You can be trusted to work effectively, without oversight.

The Responsibilities and Qualifications

In order to make a positive impact as part of our team, your focus in this role will be to:

• Coordinate daily departmental activities, such as day-to-day tasks, meetings, ongoing coaching, and performance improvement.
• Exhibit mastery of all dbrand Order Experience functions and tasks (including picking / packing orders, special instructions, order pull, out of stock, aging, CX escalations, ClickUp, data management), taking ownership of departmental execution and setting the right example for the rest of the team.
• Nurture your direct reports’ talents and encourage them to continuously build their competencies, helping identify and facilitate growth paths.
• Take on and own additional tasks and projects as they present themselves, dependent on shifting departmental priorities.
• Maintain ERP data integrity and ensure accurate order information across systems, proactively identifying and correcting discrepancies to support operational accuracy.
• Support departmental technology initiatives and system improvement projects, collaborating with cross-functional teams to enhance tools, workflows, and reporting capabilities.
• Track, analyze, and prepare KPIs for the Order Experience team and management, providing clear visibility into departmental performance.
• Maintain and update team performance metrics regularly, holding team members accountable to established targets and service levels.
• Liaise closely with Customer Experience and Supply Chain teams to align on order prioritization, fulfillment status, and escalations.
• Prepare daily operational updates and performance reports to Senior Management, highlighting risks, trends, and action plans.
• Collaborate with Inventory and Production teams to prioritize stock allocation, minimizing aging orders and backlog risk.
• Drive continuous improvement initiatives within the department, identifying opportunities to enhance operational efficiency, accuracy, and overall team performance.
• Provide oversight and support for special handling orders (e.g., influencer, PR, or priority shipments), ensuring timely and precise execution.
• Act as a role model of dbrand’s core values, fostering a culture of collaboration, accountability, and operational excellence while maintaining a safe and respectful work environment.

If you find a box you can’t check, stop reading and look for a company who demands less from their OX team.

• Minimum two years experience in a modern, eCommerce warehouse environment.
• Strong written and verbal communication skills, with the ability to craft clear and concise guides and documentation.
• Proficiency in Google Sheets and/or Microsoft Excel, with the ability to analyze data, build reports, and track performance metrics.
• Experience working with ERP and/or WMS platforms, with a strong understanding of order flow, inventory management, and fulfillment processes.
• An impeccable communication style - your grasp on the English language is flawless.
• An understanding of LEAN principles for warehouse management and process optimization.
• Proven track record of coaching and mentorship, in a high-performance environment.
• Considerable working memory and the ability to successfully multitask.
• Honed computer skills, including Windows OS operation, text editors, spreadsheet / data analysis, web applications, and task management.
• Detail-oriented, self-sufficient, resourceful, organized, and proactive.
• The instinct to help teammates thrive and the openness to learn from their experiences.
• The ability to solve complex problems (or know where to find the answer).
• Commitment to long-term growth and learning opportunities.
• Insights and engagement with the current state of smartphone and mobile technology.

The Moment of Truth

The job starts between $60,000 and $65,000 per year with health, dental, vision, profit-sharing and GRSP benefits. We’re located a few minutes west of Pearson Airport.

Still think you have what it takes to lead our world-class Order Experience team?

To be perfectly honest, we doubt it.

You're welcome to prove us wrong.

Note: This role is a net-new position.

About dbrand

Company Information

Since 11-11-11, dbrand has been the global leader in protection and customization for consumer electronics. How did we do it? The best summary we can give is our brand promise: "It's not a product. It's a culture.™" For us, making best-in-class products is just the beginning. What elevates dbrand over the competition is our focus on the finer details: personalized brand interactions, unrivaled customer support, and a social media presence that's often imitated but never matched.

Our core values, the ones that have accelerated dbrand from a basement operation to the pervasive eCommerce brand it is today, are focused around an aggressively competitive mindset. By joining our team, you'll surround yourself with colleagues who endlessly pursue perfection and thrive on performance optimization.

dbrand welcomes and encourages applications from people with disabilities. Accommodations are available upon request for all candidates, at every stage of the recruitment process - no exceptions. All of our employment decisions are made on the basis of qualifications, merit, performance, and business needs. As an equal opportunity employer, dbrand embraces diversity and has no tolerance for discrimination. We are committed to fostering an inclusive environment based on mutual respect. Everyone is valuable and we are proud of our differences - they serve only to elevate us. dbrand does not make use of AI in the process of screening, assessing, or selecting candidates. The option is yours: work together, or work alone... for a different company.