Thomas Pang

Owned end-to-end fulfillment delivery for high-volume cross-border e-commerce accounts, ensuring SLA stability and scalable throughput in a 24/7 operation. Designed and optimized warehouse layout, slotting strategy, and pick/pack flows to increase peak Total Order Capacity (TOC) without proportional labor growth. Led BFCM peak readiness planning, executing capacity modeling, labor forecasting, and staging redesign to support surge volumes while maintaining on-time fulfillment. Partnered with planning, procurement, carrier, and merchant operations teams to align capacity, consumables, and linehaul readiness, reducing logistics and packaging costs by ~10%. Translated client and business requirements into SOPs, staffing models, and operational workflows balancing cost, timeliness, and service quality. Directed 160+ associates and 10+ frontline leads, enabling scalable capacity expansion and consistent productivity performance during seasonal peaks. Established KPI governance and performance review cadence (DBR/WBR), using data dashboards to identify bottlenecks and drive continuous throughput improvements. Maintained >99.5% IRDR, packaging compliance, and containerization-before-CPT through process standardization and quality control mechanisms. Conducted post-peak performance analyses to validate layout effectiveness and inform continuous network optimization. Supported solution deployment by providing voice-of-operations input to ensure scalability, feasibility, and cost-to-serve alignment.

Lead and manage a team of 140+ associates in the fulfillment center, overseeing daily operations. Foster high performance through team motivation, regular feedback, and active development to meet operational goals and financial KPIs. Provide insights and operation conditions into cost-plus contracts from an operations perspective, ensuring favorable terms were implemented and cost efficiencies were achieved through strategic contract review and negotiation. Focus on reducing operational discrepancies and ensuring quality standards were met, minimizing financial losses and maximizing service reliability. Consistently achieving over 98.5% IRDR rate and 98% packing compliance.