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 payments, address changes, allocations, shipping holds, and other information affecting fulfillment; identify and resolve missing or conflicting information in advance of release.

• Prepare the monthly warehouse storage report for the Accounting Team to facilitate Member billing.

• Maintain accurate inventory records and oversee reporting for Member wine across all applicable storage locations and programs, 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 50lbs

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

• Analytical thinking

• Process improvement

• Regulatory compliance

• Project management

• Strong organizational skills

• Communication and relationship management

• Attention to detail

• Problem-solving

• Adaptability

Compensation:
The salary range for this position is $90,000 - $110,000. This represents the range The Napa Valley Reserve reasonably anticipates paying for this role. The final offer will be determined based on a candidate’s experience, education, and other job-related qualifications. This position is eligible to receive a bonus in accordance with company policy. Total compensation varies and is not guaranteed.

The Napa valley Reserve is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. The Napa Valley Reserve is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. Please let us know if you need any assistance or accommodations due to a disability.