Fulfillment Operations Director

Department: Fulfillment Operations 

Location: Litchfield Park, AZ

Position Description 

The Director of Fulfillment Operations will provide fulfillment operations, customer service leadership, oversight, and continuous improvement in an omnichannel fulfillment environment.  This position will oversee day-to-day operations with full accountability for service and financial performance results.  This role will direct all aspects of the fulfillment operations to ensure the most efficient processes are practiced while working with customers to meet their fulfillment business needs.  Maintaining superior employee morale and a safe work environment while adhering to company policies and procedures are essential for this leadership role.   

Responsibilities 

• Provides leadership and direction for fulfillment operations 
• Develop and manages through a budget process 
• Using a collaborative approach, continually evaluate, measure, and refine processes to improve service, quality, and efficiency 
• Improve customer satisfaction through solid relationships, service levels, and quality 
• Incorporate LEAN practices and methodologies within the facility 
• Improve employee satisfaction through improved working conditions, continued proactive communication, and prompt reaction to concerns  
• Provide strategic leadership and guidance to develop, coach, and mentor support staff 
• Provides timely and accurate monthly reporting, ensures proper billing 
• Work closely with sales in support of new customer solutions, pricing, facility tours, and customer presentations 
• Identify new business opportunities and implement new solutions within the existing customer base 
• Manage value-added services, including call center, reverse logistics and kitting and assembly 
• Manage relationships with vendors and corporate functional teams to ensure business objectives are achieved within company policy 
• Ensure company procedure, policies, and culture are executed and practiced effectively 
• Ensures company compliance with all relevant regulatory requirements 
• Maintain strong safety and facility cleanliness programs in compliance with all OSHA and company requirements 
• Learn and maintain a strong understanding of systems including WMS, CRM, CMS, TMS, Billing 
• Lead and support the implementation of new and upgraded systems, as required  

Qualifications 

Education/Experience 

• Bachelor’s Degree required - preferably in Supply Chain Management, Business, Logistics, or related field 
• 3-5+ years of operations experience in an automated multi-channel order fulfillment business environment required
• 10+ years of overall experience in the distribution/logistics industry required.
• 3-5 year of successful use of WES and WCS including building, structuring, and optimizing production control and flow management processes to drive facility throughput, lower cost to serve and improve machine, process, and associate productivity.
• 5+ years of management experience required

Knowledge, Skills, and Abilities 

• Must have working knowledge and experience with Warehouse Management Systems (WMS), Order Management Systems (OMS), Customer Relationship Management (CRM), and parcel management systems. 
• Ability to be comfortable with strategy and forecast with senior-level executives at client companies 
• Ability to think critically and creatively to meet and exceed client demands  
• Displays excellent team leadership 
• Solid understanding of business financial management (budgets, profit, and loss, forecasting/planning) 
• Must be proficient with Microsoft Office, including Word, Excel, and PowerPoint 
• Strong analytical skills 
• Ability to write reports, business correspondence, and procedure manuals 
• Ability to perform complex business analysis and decision-making. 
• Ability to think critically about existing processes and technology solutions 
• Ability to effectively present information and respond to questions from groups of managers, clients, and the public 
• Ability to read, analyze and interpret policies and contracts 

Success Attributes 

• Build and lead teams to measure and manage metrics to achieve operating targets 
• Problem-solving, process improvement, analyzing information, and quick decision making 
• Build and develop strong business relationships with the team, customers, and vendors 
• Effectively influence and drive consensus stakeholders 
• Creative leadership style that promotes our values, collaboration, teamwork, development, and innovation 
• Ability to act and react swiftly to continuous change 

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• Benefits package including medical, dental, vision, HSA, and medical reimbursement

• Annual bonus eligibility

• 401(k) match

• Vacation and holiday pay

• Employee assistance and identity theft protection

• Career development and opportunity for internal promotions

• Tuition reimbursement for further education

• Company paid life insurance and short term disability