Senior Operations Manager

Senior Manager, DC Operations Systems & Processes This role is an operational lead and subject matter expert for the systems, applications, processes, and integrated technologies used at the Lyons Distribution Center. The position ensures that DC systems support daily execution, service levels, productivity, inventory accuracy, order accuracy, throughput, labor efficiency, and brand requirements. We offer competitive benefits packages which may include generous vacation policy, health and wellness coverage, 401k with company match, discounted stock purchasing, options for education reimbursement, and amazing product discounts. Responsibilities Serve as the lead DC Operations subject matter technical and strategic operations expert for MAWM, WCS, automation systems, shipping and parcel systems, RF/scanning processes, label and printer processes, operational reporting tools, and related DC technologies. Manage the team to provide first‑level functional support for DC system and process issues, including user questions, transaction exceptions, workflow failures, configuration issues, interface exceptions, scanning/printing issues, shipping system issues, and operational disruptions. Lead and support troubleshooting and resolution of system‑enabled process issues, escalating application, integration, infrastructure, hardware, or vendor‑managed issues to Oxford IT or external partners with clear documentation. Monitor daily system and process health, including operational exceptions, aged tasks, interface failures, error reports, work queues, order flow, inventory transactions, shipping exceptions, and other indicators of performance or risk. Maintain issue tracking, follow‑up, and communication for DC systems matters, including open items, root cause, resolution status, escalation path, and preventive actions. Partner with DC leadership and operational teams to ensure system functionality, configurations, workflows, and procedures support all DC processes (receiving, putaway, replenishment, inventory control, picking, packing, shipping, returns, value‑added services, automation, and other processes). Lead and support system configuration, user setup, role/security access, device setup, operational parameters, printer and label setup, shipping/carrier setup, and other DC‑specific system needs in partnership with Oxford IT and approved vendors. Develop, maintain, and improve DC system‑based SOPs, job aids, control procedures, troubleshooting guides, training materials, user documentation, and process maps. Manage and support training for DC associates, supervisors, managers, trainers, and super users on system functionality, process changes, standard operating procedures, hardware use, exception handling, and escalation practices. Lead and support testing, validation, user acceptance testing, regression testing, release readiness, and post‑release stabilization for new functionality, system upgrades, configuration changes, process changes, integrations, automation changes, and enhancements. Gather and document business requirements, operational use cases, test scenarios, process impacts, and success criteria for system enhancements, process changes, new brand requirements, automation changes, and DC initiatives. Develop and analyze reports, dashboards, system data, user feedback, and floor observations to identify inefficiencies, recurring issues, training needs, process gaps, and continuous improvement opportunities. Provide on‑site and occasional after‑hours or weekend support as business needs require, including during peak periods, system releases, major incidents, go‑lives, and other critical operating events. Build, lead and manage the team, provide coaching on performance, individual and team development. Promote standardized system usage and consistent execution across shifts, departments, and user groups, and lead/root‑cause analysis and continuous improvement efforts related to system‑enabled workflows, inventory accuracy, order accuracy, labor efficiency, service performance, and operational control. Lead peak readiness, new process onboarding, new brand onboarding, system cutovers, automation changes, carrier/shipping changes, and other DC initiatives requiring coordinated process, system, and user readiness. Qualifications 8+ years of experience in systems implementations and support, advanced troubleshooting and incident management expertise. Hands‑on experience leading, using and supporting warehouse systems, preferably including WMS, WCS, automation systems, shipping systems, RF/scanning processes, printing/labeling processes, and operational reporting tools. Strong understanding of DC workflows, including receiving, putaway, replenishment, picking, packing, shipping, returns, inventory control, exception handling, and labor/productivity impacts. Analytical and problem‑solving abilities for continuous improvement initiatives. Collaboration skills to work across teams and align systems with workflows. In‑depth knowledge of MAWM and Exotec’s SkyPod & DeepSky technology is desirable. Experience supporting system configuration, user access, device setup, reporting, testing, release validation, training, and process documentation. Ability to translate operational needs into clear requirements, use cases, test scenarios, SOPs, job aids, training materials, and user instructions. Strong analytical, problem‑solving, organizational, follow‑up, written, and verbal communication skills. Ability to manage multiple priorities in a time‑sensitive operating environment while maintaining urgency, accuracy, and attention to detail. Proficiency with Microsoft Office applications and operational reporting tools; Power BI, SQL, or similar reporting/query experience preferred. Demonstrated ability to build effective working relationships across Operations, IT, brand partners, and external providers. Proven ability to lead and manage a team. Physical requirements: Routing standing, frequent bending/stooping/kneeling, and lifting up to 25 pounds required. Equal Opportunity Statement This Company is an equal‑opportunity employer and does not discriminate against qualified applicants based on race, color, sex, gender, gender identity, gender expression, religious creed, sexual orientation, pregnancy, national origin, ancestry, age, military and veteran status, marital status, physical or mental disability, protected medical condition, genetic information, reproductive health decision‑making, lawful off‑day use of marijuana, or any other characteristic protected by law. 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