Manager of Operations

Summary:

Reporting to the Sr. Manager/Director of Operations, the Operations Manager – eCommerce Fulfillment leads the day-to-day direct-to-consumer (D2C) and B2B order fulfillment operations within a high-velocity 3PL warehouse. The role is accountable for pick/pack/ship performance, order cutoff compliance, small-parcel carrier execution, returns/reverse logistics, and inventory accuracy to deliver on client service-level agreements (SLAs) while managing labor productivity and cost-per-order.

Supervisory Responsibility:

The Operations Manager supervises fulfillment associates, pick/pack and shipping coordinators, returns/reverse-logistics associates, value-added services (kitting) staff, and shift leads.

Essential Job Functions:

eCommerce Fulfillment Operations (45%)

• Manage daily D2C and B2B order flow to meet same-day/next-day ship cutoffs and client SLAs.

• Balance labor across multiple client and production lines including the picking, packing, quality, and processes to match real-time order volume and units-per-hour (UPH) targets.

• Optimize pick paths, slotting, and pack-station setup for high-SKU, single- and multi-line ecommerce orders.

• Oversee small-parcel and LTL execution across carriers (UPS, FedEx, USPS, regional) including service selection, rate shopping, and proper shipping forms.

• Manage kitting, bundling, and value-added/branding services to client specifications.

• Drive peak-season readiness — staffing, capacity, and carrier cutoffs — for high-volume promotional events.

Inventory, Returns & Recordkeeping (20%)

• Maintain inventory accuracy through cycle counts, bin/location integrity, and timely exception resolution.

• Manage returns/reverse-logistics receiving, disposition, and restock within SLA.

• Ensure WMS transactions, ASN/receiving, and order data reconcile with client systems and marketplaces.

Compliance & Safety (10%)

• Ensure safety programs, sanitation requirements, and SOPs are followed and comply with federal, state, OSHA, and regulatory requirements.

• Maintain accurate records of goods received, stored, shipped, and returned using scanners and system checks.

Supervision & People (15%)

• Recruit, hire, train, coach, and evaluate performance of fulfillment staff; assign and prioritize daily duties.

• Manage scheduling, time tracking, and productivity to labor standards and UPH targets.

• Coach, counsel, discipline, and terminate direct reports in accordance with company policy.

Client Service & Performance (10%)

• Serve as operational point of contact for ecommerce client(s); communicate on KPIs (on-time ship %, order accuracy, cycle-count accuracy, cost-per-order)

• Maintain daily communication and manage client requests and escalations in a timely manner.

• Report on SLA performance and lead continuous improvement initiatives.

Competencies:

• Attention to detail and data-driven decision making.

• Adaptability and composure in a high-velocity, seasonal environment

• Working knowledge of WMS and ecommerce/marketplace/carrier integrations

• Labor planning and productivity management (UPH/units-per-hour)

• Good written and oral communication skills

• Strong leadership, coaching, and training skills