Director Of Fulfillment Operations

About Elevate

Elevate Merch runs official artist storefronts, tour merchandise, e-commerce fulfillment, and warehousing for artists. Our Nashville facility ships direct-to-fan orders, supports tours and handles apparel, accessories and vinyl.

The Role 

You own everything that happens inside the building. You will turn a newly relocated warehouse into a fast, accurate, scalable fulfillment operation: hire and lead the team, pick and implement the systems, write the SOPs, set the metrics and hit them. Merch drops and tour launches create sharp volume spikes; you plan for them so fans get the right order, on time.

FulFillment

• Run end-to-end order fulfillment: order release, picking, packing, scan verification, shipping and carrier pickups.
• Build drop and pre-order playbooks: surge staffing, wave picking, hold-for-complete logic, cutoff times.
• Own same-day / next-day ship targets and order accuracy.

Receiving, inventory and storage

• Receive and check in blanks and finished goods against POs; manage discrepancies with vendors and our print team.
• Maintain inventory accuracy with cycle counts, bin locations and a clean slotting plan.
• Manage racking, storage layout, climate-sensitive inventory (vinyl) and space utilization across the site.
• Handle returns, exchanges and damaged-goods processing.

Quality assurance

• Set QA checkpoints for incoming product, printed goods and outgoing orders.
• Track mispicks, damages and customer complaints to root cause and fix the process.

People

• Hire, train, schedule, coach, discipline and terminate warehouse staff, including temps for peak.
• Lead the Warehouse Manager and grow shift leads; build a safe, accountable culture.
• Own OSHA compliance, forklift certification and safety training.

Technology and systems

• Select, implement and administer WMS, scan-and-pack and shipping software (e.g., Shopify, GroovePacker, ShipStation/ShipHero or similar).
• Keep inventory synced across storefronts; work with IT/vendors on hardware, scanners, printers and connectivity.

SOPs, metrics and budget

• Write and maintain SOPs for every process in the building.
• Report weekly KPIs: orders shipped/day, dock-to-stock time, on-time ship %, order accuracy, inventory accuracy, cost per order, units per labor hour, returns rate.
• Own the operating budget: labor, supplies, shipping rates, equipment and facility costs; negotiate carrier and packaging contracts.
  

Requirements

• 7+ years in warehouse / e-commerce fulfillment operations, including 3+ years running a site or department.
• Direct-to-consumer, 3PL or apparel/merch experience; comfort with high-SKU, size-run inventory and flash-sale volume.
• Hands-on WMS implementation experience and strong Shopify familiarity.
• A record of improving accuracy, speed and cost per order with numbers to show it.
• Experience hiring and building teams of 10–50+, including seasonal/temp labor.
• Strong Excel/Google Sheets; comfortable building dashboards.
• Lean / Six Sigma, APICS/ASCM (CSCP, CLTD) or OSHA 30 certification a plus. Music, entertainment or tour merch background a plus.