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, coa

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