Senior Outbound Operations Manager

Our US Operations team are now seeking a talented Senior Outbound Operations Manager to ensure the efficient timely and secure passage of stock through the warehouse from receipt to despatch liaising with all teams throughout NET-A-PORTER and MR PORTER as well as delivery drivers, couriers and contractors.

Location: Mahwah, NJ - DC2 (On-Site)

Shift Hours: Monday - Friday 8:30am to 5pm (Can fluctuate based on business needs)

Reporting into: US Operations Director

SalaryRange: $80,000 - $120,000 / yr

Position Summary

The Senior Outbound Operations Manager is responsible for leading all outbound distribution operations, including picking, packing, shipping, and transportation activities. This role provides highly visible, floor led leadership for multiple shifts and management teams, ensuring safety, quality, productivity, and customer service objectives are consistently achieved. The Senior Outbound Operations Manager develops leaders, supports continuous improvement initiatives, and ensures operational excellence across the outbound processes with a relentless focus on multi-shift process standardization and upholding luxury experience standards.

Key Responsibilities

Operational Leadership & Shop-Floor Management

• Lead all outbound operations, including Pick, Pack, Ship, and Dock functions.
• Maintain an active, high-impact presence on the shop floor, driving real-time performance, accountability, and robust shop-floor management practices.
• Establish and enforce process standardization across all 3 outbound shifts to ensure zero variance in operational execution and quality.
• Ensure customer orders are processed accurately and shipped on time.
• Drive achievement of productivity, quality, and service level targets.
• Develop and execute staffing plans to support volume fluctuations and business growth.
• Monitor operational KPIs and implement corrective actions when performance falls below expectations.
• Partner with Transportation, Inventory Control, Safety, Maintenance, HR, and Finance and other related teams to achieve business goals.

People Leadership

• Directly manage Front Line Managers and other leadership staff.
• Develop succession plans and leadership pipelines within the operation.
• Coach and mentor managers to improve performance and engagement.
• Conduct performance reviews, talent assessments, and development planning.
• Foster a culture of accountability, teamwork, and continuous improvement.

Efficiency & Continuous Improvement

• Utilize the Warehouse Management System (WMS), and process improvement methodologies to eliminate waste and improve efficiency.
• Support and actively drive the continuous improvement of quality and operational efficiency on the shop floor.
• Lead root cause analysis and corrective action initiatives.
• Drive labor optimization and cost reduction projects.
• Implement best practices across departments and shifts.

Safety & Compliance

• Promote a safety-first culture and ensure compliance with OSHA and company standards.
• Lead investigations related to safety incidents and implement preventive measures.
• Ensure adherence to company policies, labor regulations, and operational procedures.
• Maintain compliance with carrier, transportation, and warehouse standards.

Key Performance Indicators (KPIs)

• On Time Shipment Rate / SLA Adherence
• Units Per Hour (UPH)
• Order Accuracy & Luxury Packaging Compliance Rate
• Employee Retention and Engagement
• Customer Service Metrics
• Quality Defect Rate

Qualifications

Required

• 6+ years of progressive operations leadership experience within a warehouse, distribution center, or fulfillment environment.
• 4+ years leading managers and multi-shift operations.
• Strong experience managing outbound fulfillment processes.
• Advanced knowledge of warehouse management systems, labor planning, and performance metrics.
• Proficiency with Microsoft Excel and operational reporting tools.

Preferred

• Bachelor's degree in Supply Chain, Business, Operations Management, Logistics, Engineering, or related field.
• Experience leading operations exceeding 100+ employees.
• Experience in e-commerce, retail distribution, or high-volume fulfillment operations

Competencies

• Strategic & Floor-Led Leadership
• Data-Driven Decision Making & Analytics
• Change Management
• Team Development
• Conflict Resolution
• Continuous Improvement & Process Standardization
• Customer Focus (Luxury Standards Ownership)
• Financial Acumen
• Communication and Influence
• Cross-Functional Collaboration

From the moment you join NET-A-PORTER and MR PORTER we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV.

Experience Level: Mid-Senior levelWorkplace Type: On-site