Director of Fulfillment

BearCom is the largest distributor of wireless voice, data, and video solutions in North America, and North America's largest two-way radio channel partner for Motorola, with more than 40 years of industry leadership, partnerships with leading manufacturers including JVC Kenwood and Avigilon, and a network of 75+ branches across North America. As part of the BearCom family, Stone Security brings deep expertise in security integration, backed by partnerships with leading OEMs including Axis, Milestone, and LenelS2, and delivering top-notch services and products built on a foundation of excellence, innovation, and customer satisfaction. Together, BearCom and Stone Security deliver communication, technology, and security solutions that help organizations operate safely, efficiently, and effectively – offering customers scalable solutions and employees the platform to build meaningful, high-impact careers. About the Role The Director of Fulfillment is a strategic enterprise leadership role responsible for execution excellence across order fulfillment, new builds, product configuration, returns, and repair operations for critical communications across North American operations. This leader is accountable for customer delivery performance and revenue recognition across warehouse operations, configuration services, repair, and reverse logistics — improving throughput, quality, cost efficiency, customer experience, and revenue velocity. The role champions data-driven operations through KPI development, real-time dashboarding, and the adoption of AI-enabled automation to modernize processes, improve decision-making, and scale the business. Success depends on close partnership with Central Operations, Procurement, Finance, IT, and Branch Leadership to support growth initiatives and establish a culture of accountability and continuous improvement. Key Responsibilities (others may be added based on business needs): Operations Leadership: Lead end-to-end execution across order fulfillment, warehouse operations, new builds, product configuration, RMA, and the repair lifecycle. Improve throughput, service levels, and backlog reduction through disciplined execution and hands-on leadership. Establish standardized operating procedures across locations and business units. Lead continuous improvement initiatives that reduce cost, enhance customer experience, and strengthen company liquidity. Build, coach, and develop a high-performing leadership team; own staffing plans, performance management, and succession planning for the function. Strategic Leadership and Transformation: Define and implement KPIs and operational scorecards, and develop real-time dashboards for visibility and decision-making. Champion AI and automation to streamline workflows, reduce manual effort and time-to-serve, and increase quality. Develop and implement scalable processes across mixed work environments spanning in-office, hybrid, remote, offshore, and automated/AI-enabled work. Lead system enablement initiatives including WMS and workflow/case management tools, and support CRM, project management, and related efforts to integrate fully across BearCom's tech stack. Partner cross-functionally to align execution from order intake through delivery, working closely with Procurement, Central Operations, Finance, and IT. Operational Excellence and Continuous Improvement: Lead Lean, process improvement, workflow redesign, and operational standardization initiatives. Identify and eliminate process bottlenecks, waste, rework, and non-value-added activities. Facilitate cross-functional improvement projects focused on productivity, customer experience, quality, and cost reduction. Develop governance structures that ensure process ownership and accountability across all operational functions. Champion a culture of continuous improvement throughout the organization. Safety, Compliance, and Asset Control: Own a safe working environment across all fulfillment, configuration…

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