About the Role

Ilnia Soluciones is hiring a Senior Pending Fulfillment Manager to lead operational and customer support functions for a fast-growing international luxury watch marketplace.

This is a senior-level leadership role intended for an individual with strong operational management experience, a track record of leading customer support teams, and the ability to independently resolve high-priority, high-value cases. You will oversee daily operations, drive process efficiency, and serve as the escalation authority for critical fulfillment and customer issues, all within a fast-paced luxury eCommerce environment.

You will lead cross-functional coordination between, sales, product, and support teams, manage the pending fulfillment team's day-to-day performance, and own the platforms and processes that keep pending fulfillment moving smoothly. This role combines operational leadership with hands-on problem-solving, requiring someone who can manage a team, a platform, and a premium client base with equal confidence.

Key Responsibilities:

- Operational Management & Coordination: Oversee daily operations, optimize processes, and coordinate across sales, product, and support teams to ensure efficiency and delivery of objectives.
- Leadership: Lead the Pending Fulfillment team, ensuring high-quality responses, fast incident resolution, and proactive attention to premium clients.
- Problem Resolution & Escalations: Manage priority cases, resolve operational bottlenecks, and follow through on critical situations involving clients and transactions.
- eCommerce Platform & Process Management: Administer operational tools and Shopify platforms, monitor workflows, and drive continuous improvement of internal and customer-facing processes.
- Analysis & Continuous Optimization: Track operational and support KPIs, identify areas for improvement, and develop strategies to optimize the customer experience and operational efficiency.
- Team Leadership & Development: Manage, coach, and develop the fulfillment team,



setting performance standards and supporting professional growth.
- Department Strategy & Ownership: Partner with senior leadership to set department goals, define SOPs, and ensure the fulfillment function scales alongside the business.
- Process & Standards Development: Help establish best practices and standard operating procedures for fulfillment, escalations, and customer support within a luxury watch context.

Profile We're Looking For

- Proven experience managing operations and/or customer support teams, ideally within eCommerce, logistics, fulfillment, or a luxury/premium goods environment.
- Strong leadership skills with experience directly managing, coaching, and developing a team.
- Hands-on experience with Shopify or similar eCommerce operations platforms; comfortable owning tools and workflows end to end.
- Strong analytical skills, able to track KPIs, identify trends, and translate data into operational improvements.
- Excellent problem-solving and decision-making skills, particularly when handling high-value or sensitive client cases.
- 3–5+ years of experience in operations management, fulfillment, or customer support leadership; prior experience in luxury goods, watches, or similar high-value categories is a strong plus.
- Fluent English (written and spoken) with strong communication skills.
- Comfortable operating independently, owning outcomes, and acting as a trusted point of escalation.
- Based in Mexico City
- Experience with CRM and customer support systems preferred.
- Familiarity with luxury watches or willingness to develop strong product knowledge in this category is a plus.

This role is central to reducing bottlenecks, maintaining service quality, driving team performance, and ensuring that operations, support, and platform management all work in sync as the business scales.

What We Offer

- A senior-level leadership role within a fast-growing international luxury marketplace
- Direct impact on operational performance and customer experience
- Competitive compensation and local benefits
- Strong growth opportunities as the project expands
- A collaborative environment focused on ownership, efficiency, and results

📌 Sr Pending Fulfillment Manager (Ciudad de México)
🏢 ILNIA Soluciones S.A. de
📍 Ciudad de México