Operations Manager

Job Description

Job Description

Payrate: $40.00 - $40.55/hr.

Job Responsibilities:

• Review and approve documents, materials and products, and monitor work processes in order to assess completeness, accuracy and conformation to standards and specifications.
• Confer with department supervisors and other personnel to assess progress and discuss needed changes.
• Run day to day business operations of eCommerce Fulfillment by reviewing open orders and collaborating with teams to get orders out
• Evaluate Logistics and Shipping partners performance and surface exceptions and issues to the correct parties for resolution
• Work with Supply Chain to reduce backorders, manage EOL & replacements, and pro-actively prevent order issues
• Develop requirements for reporting automation and process enhancements
• Create documentation and standard operating procedure documents around fulfillment procedures, escalations, and reporting to drive improvements
• Partner with data scientists to develop and improve reporting and actionable qualitative feedback
• Utilize surveys to analyze and drive improvements based on qualitative feedback
• Partner with customer service team to understand consumer pain points and work on initiatives to improve customer experience
• Monitor and take action on exception reporting and understand measurements of KPI’s for lead times, shipping time, backorders, shipping exceptions to track progress towards operational goals for direct eCommerce business and work on initiatives to improve KPI’s
• Support day to day business operations of eCommerce Demand planning by reviewing open orders and collaborating with teams to prevent back orders and ensure accurate delivery promise messaging on company website.
• Develop and maintain constructive and cooperative working relationships with all stakeholders
• Develop strategies to mitigate risk, prevent obsolescence and aged inventory

Skills:

• Verbal and written communication skills, attention to detail, problem solving and interpersonal skills.
• Experience creating process flows, procedural documentation and business reporting to include KPI measurement
• Ability to navigate the organization to gather information, elicit feedback, gain buy-in, and engage others in B2C activities
• Strong analytical, problem solving, and decision-making skills.
• Excellent communication skills (verbal and written)
• Ability to work under pressure and deadlines. In addition, must be able to manage multiple projects and often competing priorities.
• Experience using Microsoft PC software including extensive use of Excel spreadsheets, Word, Access, and SAP business system, or similar sales order management software application

Education/Experience:

• Bachelor’s degree required
• Experience with eCommerce, Retail, or Home Appliances businesses
• 2-5 years relevant experience in fulfillment and direct to consumer eCommerce business operations

Top skills:

• Root Cause Analysis
• Vendor Management
• Quality Assurance

Pay Transparency:  The typical base pay for this role across the U.S. is: $40.00 - $40.55/hr . Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 

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