Manager of Fulfillment & Compliance Position Summary
The Manager of Fulfillment & Compliance is responsible for leading all aspects of direct-to-consumer fulfillment, shipping compliance, regulatory reporting, inventory control, and Member shipping operations. 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 operational priorities.
•  Review and manage shipping exceptions, holds, redirects, returns, and damaged shipments.
•  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.

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 for Member-specific blends and labels; ensure new wines and vintages are set up accurately and product information stays current.
•  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 in storage, including held orders; proactively contact Members to coordinate shipping, advise when newly labeled wines are ready to ship, and manage storage or shipment per Member preferences.
•  Review Member, order, labeling, storage, and fulfillment information year-round ahead of releases (completed labels, storage locations, outstanding payments, address changes, allocations, holds); resolve missing or conflicting information before release.
•  Prepare the monthly warehouse storage report for the Accounting Team to facilitate Member billing.
•  Maintain accurate inventory records for Member wine across all storage locations, including warehouse, cave locker, library, held-order, and release inventory.

Order Processing & Business Systems
•  Process and adjust Member orders within Microsoft Business Central.
•  Review orders for accuracy prior to fulfillment.
•  Process shipment modifications, order corrections, cancellations, replacements, and returns.
•  Maintain accurate inventory and shipment records across Business Central, ShipCompliant, and Fulfillment Partners; reconcile shipment and inventory information across systems and investigate and resolve discrepancies.
•  Ensure inventory movements are properly authorized, documented, and accurately recorded in the applicable fulfillment and inventory systems.
•  Support inventory reconciliations, audits, and related control procedures in partnership with, and as directed by, Finance.
•  Assist with system testing and process improvements as needed.

Cross-Functional Collaboration
•  Partner with Membership, Finance, Compliance, Winemaking, Marketing, and Warehouse teams to ensure efficient order fulfillment.
•  Support new product launches, allocation releases, and special shipping initiatives.
•  Develop and maintain documented standard operating procedures for fulfillment and compliance processes.

Qualifications
Required
•  3–5+ years of experience in winery operations, DTC fulfillment, compliance, or wine industry logistics.
•  Working knowledge of direct-to-consumer wine shipping regulations.
•  Experience with ShipCompliant or similar compliance software.
•  Experience using ERP systems such as Microsoft Business Central.
•  Strong proficiency in Microsoft Excel and Microsoft Office 365.
•  Exceptional organizational skills and attention to detail.
•  Excellent written and verbal communication skills.
•  Ability to manage multiple priorities in a fast-paced environment.
•  Strong analytical and problem-solving abilities.
•  Ability to lift 50 lbs

Preferred
•  Experience working with third-party fulfillment partners.
•  Knowledge of state alcohol shipping regulations and tax reporting.
•  Experience with wine label registrations (COLAs and state registrations).
•  Experience with CRM systems such as Salesforce.

Key Competencies
•  Member-focused mindset
•  Process improvement
•  Regulatory compliance
•  Project management
•  Communication and relationship management
•  Adaptability

Compensation
$90,000 - $110,000 DOE