What are the responsibilities and job description for the Hub Operations Manager position at Nexien Inc.?
LOCATIONS AVAILABLE IN : Oakland, CA / Indianapolis, IN / Sacramento, CA / Denver, CO
This role is responsible for warehouse operations, inventory control, SOP management, site coordination, team leadership, and customer satisfaction monitoring, including NPS (Net Promoter Score). The ideal candidate will have strong operational knowledge, leadership ability, and communication skills to manage both internal teams and field operations effectively.
Key Responsibilities:
Warehouse & Operations Management
- Manage overall warehouse operations including receiving, shipping, inventory, and scheduling.
- Monitor and improve KPIs related to warehouse efficiency, order accuracy, damage control, and inventory turnover.
- Operate and maintain WMS with real-time and accurate data.
- Manage warehouse layout and optimize space for efficiency and safety.
- Develop, implement, and maintain Standard Operating Procedures (SOPs) to ensure consistency and operational excellence.
- Ensure SOP compliance through regular training, updates, and enforcement.
- Oversee and schedule preventive maintenance (PM) for lift truck.
- Investigate and report any incidents involving product damage, safety issues, or operational delays.
Site Coordination
- Conduct pre-site visits to builder job sites to assess delivery and installation conditions.
- Perform post-installation audits at builder sites to ensure service quality and compliance.
- Coordinate with site managers, installers, and logistics teams for on-time, successful delivery.
- Provide operational support for installations at both builder sites and individual homes.
Team Management & Communication
- Lead and support warehouse staff and field technicians to ensure high operational standards.
- Conduct team meetings, trainings, and regular performance reviews.
- Promote a culture of safety, responsibility, and continuous improvement.
- Report key operational updates to HQ on a regular basis.
- Finalize and share monthly delivery and sales figures with relevant parties.
- Manage returns and damage claims with proper documentation.
- Manage and monitor customer satisfaction, including collection and analysis of Net Promoter Score (NPS) data.
- Collaborate with HQ to drive improvements based on customer feedback.
- Ensure that customer issues are tracked and resolved in a timely, professional manner.
Qualifications:
Education & Experience
- Minimum 5 years of supervisory or managerial experience in warehouse, logistics, or distribution environments.
- Bachelor’s Degree in Supply Chain, Logistics, Business, or a related field (preferred).
- Proven experience managing high-volume, fast-paced warehouse operations.
- Familiarity with WMS and ERP systems (e.g., SAP Business One preferred).
- Experience with large home appliances, logistics, and installation processes.
- Understanding of builder site operations and residential delivery environments.
Skills & Competencies
- Strong leadership, communication, and problem-solving skills.
- Ability to analyze and act on customer feedback, including NPS data.
- Proficient in MS Office(Excel, Word, Outlook) strong reporting and documentation ability.
- Ability to develop and enforce SOPs and maintenance schedules.
- Experience coordinating with internal teams and external partners.
- Forklift or clamp certification is a plus.
Additional Requirements:
- Flexibility to work extended hours as required by business operations.
- Stable employment history (no more than 2 jobs in the past 5 years preferred).
- Ability to lift and move heavy items as needed.
- Valid driver’s license and willingness to travel locally to builder sites.
Benefits: Medical, Dental, Vision, Life, STD, LTD, AD&D, 401K, and generous PTOs/ paid holidays
Job Type: Full-time
** This position is not eligible for employer-sponsored work authorization now or in the future. Applicants must be legally authorized to work in the United States without employer sponsorship. **