Order Fulfillment Manager

Order Fulfillment Manager

The Order Fulfillment Manager is a key member of the store leadership team, responsible for overseeing all operational aspects of the business to ensure operational excellence, compliance, and an exceptional customer and team member experience. This role leads an average team of 2–4 operations-focused team members and owns critical store functions including inventory control, audits, shipping and receiving, order and repair execution, warranties, front office operations, and administrative processes.

The Operations Manager partners closely with the General Manager and Store Manager to support sales execution, operational readiness, and overall store performance, while maintaining primary accountability for operational accuracy, risk mitigation, and process discipline.

This role is intentionally designed to provide leadership flexibility, enabling the Operations Manager to step in and support Store and General Managers during absences, ensuring continuity of leadership, operational stability, and consistent execution across the business.

Key Responsibilities

• Operational Leadership & Compliance
• Order, Repair & Fulfillment Execution
• Inventory & Asset Stewardship
• Customer, Brand & Store Experience
• Team Leadership & Development
• Sales Support & Leadership Coverage
• Development & Succession Planning

Qualifications & Experience

Required:

• Bachelor's degree or equivalent operational experience
• 5–8 years of retail or service-based operations experience
• Proven experience managing complex operational processes and controls
• Demonstrated people leadership experience
• Strong organizational skills with exceptional attention to detail
• Proficiency with Microsoft Excel and enterprise systems (POS, ERP,CRM, inventory and repair systems)

Preferred:

• Experience in jewelry, luxury retail, or high-value inventory environments
• Experience supporting operational transformation or centralization initiatives
• Familiarity with Workday or similar systems

Core Competencies

• Operational Excellence & Process Discipline
• Leadership, Coaching & Accountability
• Cross-Functional Collaboration & Influence
• Analytical Thinking & Continuous Improvement
• Brand & Culture Advocacy
• Customer Experience Focus

Success Measures

• Consistent execution of SOPs and operational controls
• Reduction in inventory variances, operational errors, and audit findings
• Improved efficiency and turnaround times across operational workflows
• Strong partnership and satisfaction from store leadership
• Demonstrated readiness for expanded leadership responsibility