About Arbor
Arbor is where builders and contractors go to source building materials without the markup, the runaround, or the guesswork. We're a tech-powered B2B marketplace that pairs a dead-simple checkout experience with a highly automated fulfillment engine so orders move from click to jobsite with speed and precision. We're scaling fast across the U.S. and building a small, elite remote team in the Philippines to power our operations. This is your chance to get in early at a company that's rewriting how a $600B industry works.
The Role
We're hiring an Order Management Lead to own the full lifecycle of every U.S. order from the moment a contractor hits Place Order to the moment materials arrive on their jobsite. This isn't order entry. This is order ownership.
You'll be the person who makes sure nothing falls through the cracks: routing orders to the right fulfillment source, catching exceptions before they become problems, keeping customers and vendors in the loop, and continuously tightening the machine so it runs faster and smoother every week.
What You'll Do
- Own the order from end to end. Validate incoming orders, confirm availability, select optimal fulfillment routes, and generate shipping documentation all within tight SLA windows.
- Run exception management like a command center. Monitor every order through delivery. When backorders, carrier delays, or address issues pop up, you contain them fast and communicate proactively no customer should ever have to chase you for an update.
- Build and improve the playbook. Map workflows, spot bottlenecks, and implement fixes whether that's a low-code automation, a better email template, or a smarter escalation path. Your improvements ship in days, not quarters.
- Track what matters. Own daily and weekly KPIs: Perfect Order Rate, On-Time Delivery, Order Cycle Time, and Cost per Order. Surface risks early and bring data-backed recommendations to leadership.
- Manage vendor and carrier performance. Maintain scorecards, drive quarterly reviews, and hold partners accountable to SLAs. Negotiate terms that keep costs competitive and reliability high.
- Collaborate across the company. Work with Engineering, Procurement, and Customer Support to eliminate manual steps, build dashboards, and drive continuous improvement across the operation.
What We're Looking For
- 35 years in order management, logistics, or supply-chain ops ideally supporting North American clients from an offshore or shared-services environment
- Someone who owns problems, not just processes you make fast, data-driven calls under pressure and follow through until it's resolved
- Strong analytical chops: comfortable with freight class math, dimensional weight, margin impact, and back-of-the-envelope split-ship or expedite scenarios
- Highly proficient in Excel/Google Sheets (VLOOKUP, PivotTables, formulas) with experience in automation tools like Zapier, Make.com, or Power Automate
- Excellent written and spoken English you can draft polished customer emails and confidently lead vendor calls
- Available to overlap at least 4 hours/day with U.S. Pacific Time (e.g., 8 AM12 PM PT)
- Startup DNA: you're energized by ambiguity, move fast, and care deeply about getting the details right
Why Arbor
- Top-tier compensation. Competitive USD salary, performance bonuses, and rapid salary reviews we pay for impact, not tenure.
- Fully remote with real support. Work from anywhere in the Philippines. We cover your home-office setup, monthly internet, and equipment of your choice.
- Outsized growth path. This role leads directly to Fulfillment Manager Operations Lead as we scale, with direct mentorship from U.S. founders.
- Real ownership. You won't be a cog in a shared-services center. You'll own the entire U.S. order management operation and your improvements go live immediately.
- No bureaucracy. Small team, direct access to decision-makers, and a culture where your ideas actually get built.
