Red Stag Fulfillment is a logistics and fulfillment organization built to enable companies to grow and scale their businesses. Headquartered in Knoxville, Tennessee, Red Stag was born out of eCommerce with one mission: to enable our clients to grow their business by redefining the 3PL experience for both clients and employees. By leveraging technology to ensure accurate, reliable, secure, and fast shipping, we have quickly established ourselves as a world-class fulfillment and logistics company.

At Red Stag Fulfillment, we understand that our team members are our most important asset. We have grown into one of America’s best order fulfillment companies by building a team of people who are eager to be a part of our growth. To make this happen, our team members show up and give their all every day. Our core values are of paramount importance and inform and guide all our decisions.

Here at Red Stag:

• We act like we own it.
• We sweat the small stuff.
• We have positive attitudes.
• We treat everyone with dignity and respect.
• We always seek to improve.

The core mission of the Support Manager is strengthening the operation by leading key functions of the business including LTL, overnight shifts, Kitting, Returns & Damages, and Inventory control. The Support Manager oversees their Process Leads for their functional departmental areas. The Support Manager will support the Assistant General Managers in leading day-to-day operations while maintaining the exceptionally high standards of Red Stag Fulfillment by ensuring volume, financial, and quality standards are maintained and improved. 

About the Role: 

The world of eCommerce is moving at lightning speed, and that pace of change requires an enthusiastic team member who has a servant leadership mentality, a keen eye for detail, experience developing high-performance leadership teams, and a demonstrated ability to make data-based decisions for their functional departments of oversight. These skills will be critical for the role of Support Manager at Red Stag Fulfillment. In addition, the Support Manager will be responsible for helping the Assistant General Managers and General Manager in setting and maintaining appropriate staffing levels, and coaching and mentoring Process Leads.

You are the candidate we are looking for if: 

You thrive in a fast-paced, high-demand environment, where business needs are constantly changing. You live to serve, and you love seeing the teams you support win. You have a desire to continue to grow and advance your professional career. You have a proven record of training and maintaining uncompromising safety standards. You are a self-starter and are often described as a “go-getter.” You are an expert in setting crystal-clear expectations, coaching, and training to maintain those expectations, and holding people accountable. You have a strong background in making data-based decisions using analytics. You can work in a variety of capacities including leading from in front, or behind the scenes. You can get up to speed quickly and do whatever it takes to get the job done. If you are more comfortable with someone directing your day-to-day activity — i.e., telling you exactly what to do — then this is not the position for you. But, if you like the idea of diving right in, getting stuff done, and actively growing in new areas, then this might be your perfect fit. If you’re up for the challenge, we want to hear from you! 

Job Description

Essential Responsibilities: 

• Foster a culture of development and inclusion that supports and embodies the RSF core values.
• Support the site General Managers in owning responsibility of the facility, which will include financial, operations, personnel, and client success. 
• Acquire, retain, and engage top-tier talent for your functional departments to create a leadership team and a culture of coaching and development. 
• Promote candor and inclusivity through staffing and retention.
• Build a high-performance culture that embodies our core values of ownership and sweating the small stuff.
• Provide oversight for your departmental teams to ensure completion of daily work within your production areas.
• Assist in establishing and maintaining KPIs for your departments. 
• Drive operational efficiencies of the warehouses at your facility.
• Drive key operational efficiency metrics that ensure client satisfaction and profitable growth.
• Be curious in nature, listening to the concerns and feedback of the team and using that information to help the company diagnose gaps in our processes.
• Prioritize safe warehouse procedures, identify potential hazards, and recommend improvements to standard processes where necessary.
• Foster a culture of commitment to the Red Stag client guarantees:
  • 100% Inventory Accuracy
  • 100% Same-Day Fulfillment
  • 100% Order Accuracy
  • 100% U.S. Based Client Service
• Drive a culture where policies and procedures are trained, executed, and followed.
• Utilize reporting and data to make good business and people decisions.
• Be a team player, willing to help in other areas of the organization as needed.

Qualifications/Requirements: 

• Undergraduate degree or 5 years’ experience in a logistics, manufacturing, or warehouse operational leadership role or with commensurate experience at Red Stag.
• Strong sense of urgency with proven ability to multi-task.
• Proven record of training and maintaining safety standards. 
• Working knowledge of OSHA and EPA regulations. 
• Basic Excel skills. 
• Strong understanding of the concept of Standard Work and importance of routine. 
• Demonstrated ability to make data-based decisions through analytics- and KPI-focused leadership. 
• Ability to hire, coach, and mentor groups and individuals. 
• Prior eCommerce experience is preferred.

Desired Characteristics: 

• Core Values — Support Managers need to lead with integrity and always promote Red Stag’s core values. The team is the key to success, and Support Managers are here to serve them.
• Servant Leadership — Support Managers need to embody Red Stag’s servant leadership model of, “We believe that when we take care of our team members who take care of our clients, our business and our team members thrive.”
• Technical — Support Managers need to be the technical leaders who understand how systems and processes work and can guide their teams to troubleshoot issues.
• Fiscally Responsible — Support Managers need to know how to train their team on processes to ensure the operation is running efficiently, with minimal waste, while achieving key metrics. This includes utilizing resources to balance cycle times, reduce bottlenecks, and maximize capacity and throughput. 
• People — Support Managers need to know how to lead people well so they can build a team of highly motivated and successful team members. This includes encouraging Process Leads and Team Members, showing empathy, communicating clearly, providing/receiving constructive feedback, taking action to remove barriers negatively impacting our team’s satisfaction and success, and challenging yourself and others for personal growth. We consider these to be key skills of our leaders.
• Process Improvement — Support Managers need to be able to use process improvement skills and methods to continuously improve the operation they oversee.
• Knowledge — Support Managers need to have the pivotal skills of procedure teaching and training, effective communication, computer, and software operations, 5S and Lean principles, and continuous improvement methodology.
• Growth mindset — Support Managers need to foster an adaptable mindset and lead their departments when setbacks occur to see them as opportunities to learn and grow.
• Honesty — Support Managers need to cultivate a team environment that prioritizes transparency and integrity.

Physical Requirements:

• Must be able to access and navigate each department at the organization’s facilities.
• Must be able to work on the warehouse floor when needed including continuous time moving, regular transportation of freight up to 50 pounds (with team lifting heavier items), reaching, bending, carrying, etc.
• Constantly works in an environment where the temperature matches that of the outside temperature.

The next likely role for individuals successful in this role is Assistant General Manager.

FLSA Exemption Status: Exempt (Salaried)

Travel Requirement: 10%-25%

Remote Work: At the discretion of the General Manager.

Schedule: M-F 12p-9p

Reports To: General Manager