OVERVIEWThe Senior Operations Manager is responsible for leading day-to-day operations within a high-volume, fast-paced fulfillment center. This role ensures safe, efficient, and customer-focused execution across inbound, outbound, and returns operations while driving productivity, quality, and continuous improvement. The Senior Operations Manager plays a critical role in peak execution, people leadership, and operational scalability.
RESPONSIBILITIES - Fulfillment Operations Execution
- Lead daily operations across inbound receiving, put-away, picking, packing, shipping, and returns.
- Ensure consistent achievement of service level agreements (SLAs) for same-day and next-day order fulfillment.
- Monitor real-time performance and adjust labor and workflows to meet changing demands.
- People Leadership
- Lead and Develop Operations Managers, Area Managers, Supervisors, and frontline leaders.
- Drive strong safety performance and ensure compliance with all workplace safety standards.
- Coach leaders on performance management, engagement, and talent development.
- Peak & Labor Management
- Execute peak-season and promotional event plans, including staffing, training, and shift coverage.
- Manage labor productivity, attendance, and overtime to meet volume requirements.
- Support flex staffing, temporary labor, and cross-training strategies.
- Performance Management & Continuous Improvement
- Own operational KPIs such as units per hour, order accuracy, on-time ship rate, and cycle time.
- Conduct root-cause analysis for misses and lead corrective action plans.
- Drive Lean, Six Sigma, and Kaizen initiatives to improve speed, quality, and cost.
- Systems & Technology
- Ensure effective use of WMS, OMS, labor management, and fulfillment technologies.
- Partner with IT and engineering teams to resolve system issues and improve throughput.
- Support rollout and stabilization of automation and process changes.
- Financial & Cost Control
- Manage departmental labor and operating costs within budget.
- Identify productivity improvements and cost-saving opportunities.
- Support capital and process improvement business cases.
- Cross-Functional Collaboration
- Partner closely with Transportation, Customer Experience, HR, Maintenance, Engineering, and IT teams.
- Communicate operational status, risks, and performance updates to site leadership.
QUALIFICATIONS- Education & Experience
- Bachelor's degree in supply chain, Operations, Business, Engineering, or related field preferred.
- 5-8+ years of progressive operations leadership experience in e-commerce, fulfillment, or high-volume distribution.
- Experience leading large teams in a multi-shift environment.
