Manager of Fulfillment & Compliance

The Napa Valley Reserve is a private winegrowing estate and club whose Members share a passion for fine wine and all that it encompasses. The estate offers enthusiasts and their families a serene environment in which to enjoy the gifts of nature and the pleasures associated with owning their own vineyard and winery—but with the confidence and creative prospects that arise from having the property managed and maintained by a globally renowned viticultural team. Position Summary: The Manager of Fulfillment & Compliance is responsible for leading all aspects of direct-to-consumer fulfillment, shipping compliance, regulatory reporting, and member shipping operations. The position is responsible for overall fulfillment, shipping compliance, and overseeing inventory-control processes, including maintaining accurate records and documented procedures. This role serves as the primary liaison between The Napa Valley Reserve and its fulfillment, compliance, and technology partners, ensuring a seamless member experience while maintaining compliance with all applicable state and federal regulations. The ideal candidate combines exceptional organizational skills with a strong understanding of DTC shipping, winery compliance, inventory systems, and customer service. They will work cross-functionally with Membership, Finance, Compliance, and Operations to ensure accurate order processing, timely shipments, and regulatory compliance across all shipping states. Primary Responsibilities: DTC Shipping & Fulfillment Lead & Manage all DTC shipping operations in partnership with Fulfillment Partners. Coordinate shipment scheduling based on state regulations, weather conditions, member preferences, and perational priorities. Review and manage shipping exceptions, holds, redirects, returns, and damaged shipments. Serve as the primary point of contact for fulfillment partners regarding shipment execution and issue resolution. Continuously evaluate shipping processes and recommend improvements to enhance efficiency and member satisfaction. Member Shipping Communication: Communicate directly with members regarding shipment timing, split shipments, holds, address updates, special shipping requests, and delivery concerns. Provide proactive communication regarding weather holds, shipping restrictions, and compliance-related delays. Work collaboratively with the Membership team to deliver an exceptional member experience throughout the fulfillment process. Compliance & Regulatory Reporting: Manage compliance reporting through ShipCompliant. Monitor state shipping requirements, annual volume limitations, and permit requirements. Work with external compliance partners to ensure ongoing regulatory compliance. Create and maintain product SKUs in ShipCompliant, including custom SKUs required to accommodate Member-specific blends and labeling; ensure new wines and vintages are accurately set up and existing product information remains current to support compliant order processing and shipping. Prepare and maintain operational fulfillment reporting to track outstanding holds, shipment status, stored Member wine, exceptions, and release progress. Label Registration Management: Coordinate label registration requests for approximately 300 active wine labels across multiple states. Track registration status, renewals, and approvals. Maintain accurate records of all state label registrations and expiration dates. Member Wine Storage & Release Readiness: Monitor Member wine remaining in storage, including held orders and accumulated inventory; proactively contact and follow up with Members to coordinate shipping arrangements; advise Members when newly labeled wines become available to ship; and manage continued storage or shipment based on Member preferences. Maintain and review Member, order, wine, labeling, storage, and fulfillment information throughout the year in preparation for upcoming releases, including completed labels, storage locations, outstanding paym…

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