Fulfilment Operations Manager

Mackie Myers is partnering with a Food & Beverage Brand on an Operations Manager role focused on the logistics, fulfillment and supply chain side of the business.

About the Role

The Manager, Operations is responsible for end-to-end order execution and customer experience across retail and wholesale channels. This role ensures accurate, timely, and cost-effective fulfillment while maintaining high service levels and strong internal and external stakeholder relationships. The position blends hands-on operational ownership with team leadership and cross-functional coordination across Sales, third-party logistics partners, and internal operations teams.

Responsibilities

Order Management & Fulfillment Execution

• Own the end-to-end order lifecycle across multiple channels (retail, wholesale, and intercompany)
• Ensure accurate order entry, processing, allocation, and invoicing within ERP systems
• Monitor order flow, fulfillment SLAs, OTIF (on-time, in-full), and fill rate performance
• Resolve order exceptions (e.g., shortages, delays, routing issues, billing discrepancies)
• Support and/or lead prioritization and allocation decisions during inventory constraints.

Customer Operations & Service Excellence

• Serve as the primary operational point of contact for key accounts across major retail and distribution partners.
• Manage customer-specific requirements (routing guides, compliance, labeling, ASN requirements)
• Drive high service levels through proactive communication regarding order status and issue resolution
• Partner with Sales to support account needs, launches, and promotional activity.

Fulfillment & Logistics Management

• Collaborate with third-party logistics providers, warehouses, and transportation partners
• Oversee warehouse performance and cost management, including budgeting and re-forecasting
• Ensure adherence to routing, transportation, and compliance requirements
• Identify and mitigate risks related to capacity, labor, or transportation disruptions
• Manage deductions performance and OS&D (over, short, and damaged) claims

People Management

• Lead, coach, and develop a small team of direct reports
• Establish and track KPIs (OTIF, fill rate, order accuracy, casefill)
• Review workflows, performance, and escalations; provide guidance and support
• Design and build scalable processes to support growth and increasing complexity.

Cross-Functional Collaboration

• Act as the operational bridge between Sales, Supply Planning, Logistics, and Finance.
• Align on order priorities, service levels, and customer commitments
• Provide insight into order trends, service performance, and operational risks
• Partner with Finance on invoicing accuracy, deductions, and dispute resolution.

Systems, Reporting & Continuous Improvement

• Own order and fulfillment data integrity within ERP systems (e.g., D365, NetSuite, SAP).
• Develop dashboards for service metrics (OTIF, fill rate, backlog, order cycle time).
• Identify root causes of service failures and implement corrective actions.
• Drive continuous improvement initiatives to enhance efficiency, reduce costs, and improve customer experience.

Qualifications

Required

• 5 years of experience in customer operations, order management, fulfillment, or supply chain.
• Proven ownership of order execution in a multi-channel environment.
• Strong operational and analytical mindset with the ability to manage complexity and prioritize effectively.
• Experience with ERP/order management systems and advanced Excel
• Ability to thrive in a fast-paced, high-growth environment with ambiguity.

This role is fully onsite M-F in West LA

Preferred

• Experience in consumer products, food & beverage, or related industries
• Experience supporting a mid-to-large scale organization
• Familiarity with S&OP / IBP frameworks.
• Experience with BI tools (Power BI, Tableau) or workflow automation system.
• Experience working with co-manufacturers or international suppliers