3PL Operations Manager

About CTK USA CTK USA INC. is a leading partner for e-commerce businesses, providing end-to-end logistics and fulfillment services across diverse industries and customers. We help merchants focus on building their brand and reaching their next level of growth through multi-channel order fulfillment services and e-commerce management software. About the Role As our 3PL Operations Manager, you'll own overall third-party logistics (3PL) site and warehouse operations across multiple clients. You'll be accountable for client relationships and SLA/KPI performance, and you'll lead our Assistant Managers, Supervisors, and Leads. The role also owns labor planning, the operating budget and cost control, client onboarding, WMS and process improvement, inventory accuracy, and safety and regulatory compliance. You'll report site performance to leadership and support P&L results for the operation. What You'll Do Site leadership Direct overall 3PL site operations across all client accounts, including receiving, putaway, inventory control, replenishment, pick/pack/ship, and returns. Set operational goals aligned with client requirements, company growth, and profitability, and ensure standards, policies, and procedures are applied consistently. Lead, develop, and hold accountable the Assistant Managers, Supervisors, and Leads, mentor future leaders, and support succession planning. Partner with HR on recruitment, performance management, employee relations, and development. Clients and performance Own client relationships at the operational level as the senior operations contact for client reviews, escalations, and issue resolution, and drive client satisfaction and retention. Own site-wide performance against client SLAs and warehouse KPIs, including order accuracy, inventory accuracy, on‑time shipment, dock‑to‑stock time, productivity, labor utilization, overtime, and safety. Maintain KPI dashboards, run regular performance reviews with operations leadership, and put corrective action plans in place when results fall short. Lead root‑cause analysis of service failures and client escalations, and make sure corrective and preventive actions stick. Maintain inventory accuracy across all accounts through cycle count programs, discrepancy investigation, and reconciliation. Labor, budget, and cost Own site labor planning and staffing strategy, aligning resources with forecasted client volumes and managing scheduling, workforce balancing, overtime, and labor costs. Manage the site operating budget and control costs, identify savings opportunities, and support P&L performance and forecasting with leadership. Onboarding, systems, and improvement Lead new client onboarding and implementation, including requirements gathering, WMS setup, workflow design, SOPs, staffing, and go‑live readiness. Lead WMS optimization and continuous improvement initiatives (e.g., Lean, Six Sigma, Kaizen) across layout, inventory flow, picking methods, replenishment, and shipping. Work with other departments and with internal and external technology partners to improve the WMS and related systems. Safety, compliance, and reporting Ensure compliance with OSHA, Cal/OSHA, company policies, and applicable federal, state, and local regulations, build a strong safety culture, and stay ready for client audits and regulatory inspections. Prepare and present operational, client, KPI/SLA, labor, and cost reports to leadership. What We're Looking For 5+ years of experience in a third‑party logistics (3PL) warehouse or fulfillment center environment, including at least 3 years in a management role in a multi‑client 3PL operation (required). A proven record of managing client relationships and being accountable for SLAs and KPIs across multiple accounts. A demonstrated ability to lead and develop managers, supervisors, and team leads in a multi‑shift environment. Strong experience in labor planning, workforce management, and productivity improvement in labor‑intensive operations. Experience managing an operating budget, controlling costs, and supporting P&L results. Experience leading new client onboarding and implementation in a 3PL environment. Experience leading WMS implementations or optimization and continuous process improvement initiatives. Thorough knowledge of receiving, putaway, pick/pack/ship, shipping, inventory management and control, supply chain management, and warehouse operations. Working knowledge of OSHA and Cal/OSHA requirements and warehouse safety practices. Strong analytical and financial skills, with the ability to interpret operational and financial data. Excellent verbal, written, and presentation skills, and the ability to communicate with all levels of the organization and with external clients. A proven record of maintaining quality, service, and client relationships in a fast‑paced setting with changing priorities. Advanced MS Excel skills, plus Word, Outlook, and operational reporting tools. Hands‑on experience with WMS, order management systems (OMS), and RF technology. Ability to pass E‑Verify and a background check. Nice to Have Lean Six Sigma certification or equivalent continuous improvement training. BS/BA degree in logistics, supply chain management, operations management, or business administration (equivalent experience is accepted). Physical Requirements Work in both an office and an active warehouse environment. Noise is usually moderate but may be higher in operational areas, and temperatures vary as is typical in a warehouse. Regularly talk and listen, and move throughout the warehouse and office areas. Frequently stand, walk, sit, and use your hands to handle objects, tools, and controls. Occasionally stoop, kneel, climb, or reach with your hands and arms. Occasionally lift and/or move up to 25 pounds. Close vision, distance vision, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. CTK USA INC. is an Equal Opportunity Employer and a drug‑free workplace, and complies with ADA regulations as applicable. #J-18808-Ljbffr CTK USA INC