Sr. Retail Operations Manager

Sr. Retail Operations Manager

Department: Retail Operations

Location: Hybrid, Orem, Utah

Exempt: Yes

Salary: based on experience

Who We Are

At Just Ingredients – a health and wellness e-commerce company – we believe that nourishing your body with real ingredients is essential for living a healthy and fulfilling life. That's why our products are made using carefully selected, whole-food ingredients. And our people are just as real as our ingredients – authentic, collaborative, and dedicated to fostering a workplace that inspires individuals and teams to reach their full potential.

About the Team

Retail Operations sits at the intersection of Sales, Supply Chain, and Finance – making sure every retail and distributor partner we work with, including KeHE, UNFI, and the broker and 3PL networks that support our accounts (such as Acosta, Advantage Solutions, CROSSMARK, and Progressive), gets what they need to keep our products moving without fines, chargebacks, or fulfillment delays. This role owns that operational backbone: compliance, EDI, deductions, and the reporting that keeps the whole channel healthy as we grow into new retail accounts.

What We Are Looking For

We're looking for an experienced retail operations leader who's actually worked with distributors like KeHE and UNFI and brokers or 3PLs like Acosta, Advantage Solutions, CROSSMARK, or Progressive – someone who knows how their compliance and scorecard programs work in practice, has gone toe-to-toe with deduction disputes, and knows how to work with broker networks to keep new and existing retail accounts running smoothly. You're comfortable owning EDI transaction flows end to end, you catch compliance issues before they turn into fines, and you know how to dig into a scorecard miss and actually fix what's causing it – not just report on it. This role can also grow into people leadership as our retail channel scales, so we're looking for someone ready to build process now and lead a team later.

What You'll Do

Retailer & Distributor Compliance

• Own compliance with each retail and distributor partner's vendor requirements – including routing guides, labeling and packaging specs, ASN accuracy, and appointment scheduling.
• Proactively identify and close compliance gaps before they turn into fines or chargebacks, monitoring distributor scorecard and compliance programs.
• Serve as Just Ingredients' primary point of contact within distributor compliance portals, keeping our vendor documentation and setup current.

Performance Scorecards

• Monitor and improve retailer and distributor scorecard metrics, including OTIF, fill rate, and order accuracy.
• Lead root-cause analysis and corrective action plans whenever performance falls short, partnering with Supply Chain and Warehouse to fix the underlying issue, not just the symptom.

Chargebacks & Deductions

• Manage the full deduction lifecycle – identifying valid versus invalid chargebacks, submitting disputes through distributor tools, and tracking resolution.
• Partner with Finance and Sales to recover revenue on invalid deductions and reduce the recurrence of the issues driving them.

Order Management & EDI

• Oversee retail order management and EDI flows (850, 855, 856, 810, and related transactions where applicable) from PO receipt through invoicing.
• Partner with IT, our EDI/VAN provider, and fulfillment teams to resolve transaction errors quickly and keep data flowing cleanly between Just Ingredients and each retail or distributor partner.

Cross-Functional Launches

• Serve as the operational liaison between Sales, Customer Service, Supply Chain, and Warehouse teams.
• Align stakeholders on new retailer and distributor onboarding, item setups, promotional volume, and seasonal resets, including coordination with outside broker partners supporting our retail accounts.

Reporting & Process Improvement

• Build and maintain reporting on retail channel health across all distributor and retail partners.
• Use that reporting to drive process improvements, SOPs, and scalable systems that support growth into new retail accounts.
• May develop and lead a small team of coordinators or analysts as the retail channel scales.

What We Offer

• Competitive salary based on experience
• Medical, Dental, Life Insurance
• 401K with company matching
• 4 weeks accrued PTO
• Employee discounts
• Fast-paced environment
• Purposeful mission for health and wellness

What You'll Bring

• 7 years of experience in retail operations, vendor compliance, or supply chain roles within CPG, ideally with direct experience working with natural or specialty distributors such as KeHE or UNFI, and brokers or 3PLs such as Acosta, Advantage Solutions, CROSSMARK, or Progressive.
• Hands-on experience with EDI transaction flows (850, 855, 856, 810) and the retailer or distributor compliance portals that manage them.
• Proven experience managing chargebacks and deductions, including dispute processes and revenue recovery.
• Experience working alongside broker networks and a solid understanding of how they support retail execution and account management.
• Strong analytical skills, with experience building and maintaining scorecards and reporting on OTIF, fill rate, and order accuracy.
• Excellent cross-functional collaboration skills across Sales, Supply Chain, Warehouse, IT, and Finance.
• Experience leading or mentoring a small team is a plus.
• Bachelor's degree in Business, Supply Chain, or a related field, or equivalent experience.