OVERVIEW

The 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.