What are the responsibilities and job description for the Manager, Fulfillment - PM position at 1-800-Flowers Family of Brands?
Position Overview
The Fulfillment Manager is responsible for end-to-end leadership of fulfillment operations at the Obetz facility, including picking, packing, shipping, workflow optimization, and workforce performance.
This role owns daily execution, labor planning, KPI attainment, and frontline leadership development to ensure service levels are met across multiple brands and channels. The Fulfillment Manager operates as the senior fulfillment leader on-site, translating strategic direction into disciplined execution while preparing the operation to scale during peak volume.
This position requires strong operational rigor, workforce leadership capability, and the ability to balance speed, quality, cost control, and compliance in a high-volume environment.
Scope of Responsibility
- Direct leadership of Fulfillment Supervisors and frontline associates
- Oversight of full-time and seasonal workforce scaling during peak periods
- Accountability for fulfillment KPIs, labor cost management, and service level attainment
- Ownership of fulfillment-related WMS execution and process compliance
- Cross-functional coordination with Inventory Control, Assembly, Transportation, Systems and HR
Key Responsibilities
Operational Ownership
- Lead all fulfillment activities including picking, packing, and shipping
- Ensure accurate and timely processing of customer and wholesale orders
- Drive adherence to service level agreements and on-time shipment performance
- Monitor WMS execution to ensure inventory accuracy and workflow optimization
- Identify operational bottlenecks and implement corrective action
Workforce Planning & Labor Management
- Develop and execute labor plans aligned to volume forecasts
- Optimize staffing models to support peak and non-peak demands
- Drive productivity standards and hold supervisors accountable for execution
- Partner with Talent Acquisition and HR to prepare for seasonal hiring ramps
Performance & Financial Management
- Own fulfillment KPIs: productivity, quality, accuracy, safety, and cost per unit
- Monitor daily and weekly performance trends and adjust execution strategies
- Manage labor spend in alignment with site budget expectations
- Identify financial risk areas and implement mitigation strategies
Leadership & Talent Development
- Lead and develop Fulfillment Supervisors and frontline leaders
- Conduct performance evaluations and support succession planning
- Build a culture of accountability, engagement, and operational discipline
- Increase retention through clear expectations, coaching, and visible leadership presence
Cross-Functional Collaboration
- Partner with Inventory Control to maintain accurate stock levels and replenishment
- Coordinate with Transportation and Shipping teams to ensure seamless outbound flow
- Align with site leadership on volume forecasts, operational constraints, and peak readiness
- Serve as escalation point for complex fulfillment issues
Safety, Compliance & Quality
- Ensure strict adherence to safety policies and regulatory standards
- Enforce GMP, SQF, and operational compliance practices
- Maintain audit-ready conditions within fulfillment areas
- Promote a proactive safety culture
Qualifications:
Required
- Bachelor’s degree or equivalent years of operational leadership experience
- 5 years of progressive experience in warehouse or fulfillment operations
- 3 years of leadership experience managing supervisors or frontline leaders
- Demonstrated success managing seasonal workforce scaling in high-volume environments
- Strong working knowledge of WMS and fulfillment systems
- Experience managing labor budgets and operational KPIs
- Proven ability to drive continuous improvement initiatives
Preferred
- Experience in food production, CPG, or high-volume direct-to-consumer fulfillment
- Exposure to automation or process optimization initiatives
- Multi-site or enterprise operations experience
Leadership Competencies
- Operationally disciplined and execution-focused
- Data-driven and financially accountable
- Strong people leader and coach
- Effective cross-functional communicator
- Adaptable and decisive under peak-season pressure
- Continuous improvement mindset
Impact
The Fulfillment Manager at Obetz directly influences customer experience, throughput performance, cost structure, and workforce stability. This role ensures that site-level fulfillment execution aligns with enterprise standards while maintaining agility to meet seasonal volume spikes.