Manager of Operations

Summary:

Reporting to the Sr. Manager/Director of Operations, the Operations Manager – eCommerce Fulfillment leads the day-to-day direct-to-consumer (D2C) and B2B order fulfillment operations within a high-velocity 3PL warehouse. The role is accountable for pick/pack/ship performance, order cutoff compliance, small-parcel carrier execution, returns/reverse logistics, and inventory accuracy to deliver on client service-level agreements (SLAs) while managing labor productivity and cost-per-order.

Supervisory Responsibility:

The Operations Manager supervises fulfillment associates, pick/pack and shipping coordinators, returns/reverse-logistics associates, value-added services (kitting) staff, and shift leads.

Essential Job Functions:

eCommerce Fulfillment Operations (45%)

• Manage daily D2C and B2B order flow to meet same-day/next-day ship cutoffs and client SLAs.

• Balance labor across multiple client and production lines including the picking, packing, quality, and processes to match real-time order volume and units-per-hour (UPH) targets.

• Optimize pick paths, slotting, and pack-station setup for high-SKU, single- and multi-line ecommerce orders.

• Oversee small-parcel and LTL execution across carriers (UPS, FedEx, USPS, regional) including service selection, rate shopping, and proper shipping forms.

• Manage kitting, bundling, and value-added/branding services to client specifications.

• Drive peak-season readiness — staffing, capacity, and carrier cutoffs — for high-volume promotional events.

Inventory, Returns & Recordkeeping (20%)

• Maintain inventory accuracy through cycle counts, bin/location integrity, and timely exception resolution.

• Manage returns/reverse-logistics receiving, disposition, and restock within SLA.

• Ensure WMS transactions, ASN/receiving, and order data reconcile with client systems and marketplaces.

Compliance & Safety (10%)

• Ensure safety programs, sanitation requirements, and SOPs are followed and comply with federal, state, OSHA, and regulatory requirements.

• Maintain accurate records of goods received, stored, shipped, and returned using scanners and system checks.

Supervision & People (15%)

• Recruit, hire, train, coach, and evaluate performance of fulfillment staff; assign and prioritize daily duties.

• Manage scheduling, time tracking, and productivity to labor standards and UPH targets.

• Coach, counsel, discipline, and terminate direct reports in accordance with company policy.

Client Service & Performance (10%)

• Serve as operational point of contact for ecommerce client(s); communicate on KPIs (on-time ship %, order accuracy, cycle-count accuracy, cost-per-order)

• Maintain daily communication and manage client requests and escalations in a timely manner.

• Report on SLA performance and lead continuous improvement initiatives.

Competencies:

• Attention to detail and data-driven decision making.

• Adaptability and composure in a high-velocity, seasonal environment

• Working knowledge of WMS and ecommerce/marketplace/carrier integrations

• Labor planning and productivity management (UPH/units-per-hour)

• Good written and oral communication skills

• Strong leadership, coaching, and training skills

Qualifications:

• High school diploma or equivalent; associate or bachelor’s degree preferred.

• Three or more years of leadership experience in ecommerce fulfillment, 3PL, or distribution operations

• Experience with WMS, multi-carrier parcel shipping, and scaling operations for peak season

Disclaimer:

This document is intended to describe the general nature and level of work performed by employees assigned to this job. It is not an exhaustive list of all duties and responsibilities of the job holder. Management reserves the exclusive right to alter this job description at any time without notice. Employment at JT Logistics is “at will” or voluntary on both the part of the Company and the job holder. Employment is not for a set period of time and may be discontinued by either party for any lawful reason, with or without notice. This job description is not an employment contract