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.

Reporting Structure

• Reports to: General Manager
• Works closely with: Store Manager
• Direct reports: Average 2–4 Operations Team Members

Key Responsibilities

• Operational Leadership & Compliance
• Oversee all store operations including inventory management, shipping and receiving, audits, warranties, repairs, front office support, and administrative functions.
• Ensure adherence to company policies, SOPs, financial controls, and asset protection standards.
• Maintain accurate operational records (receiving logs, inventory adjustments, repair documentation, warranty files, and exception notes) to support reporting and audit readiness.
• Identify operational risks, control gaps, and process inefficiencies; partner with the General Manager and Central partners to implement corrective actions and continuous improvements.
• Lead operational planning to support sales initiatives, promotions, and company programs, ensuring staffing alignment and execution readiness.
• Order, Repair & Fulfillment Execution
• Own day-to-day execution of order, repair, and fulfillment workflows, ensuring accuracy, timeliness, and compliance with service standards, documentation requirements, and operational controls that directly support profitable repair and service execution.
• Execute and oversee BOPIS/BOSS online fulfillment, including order validation, item picking, secure staging, customer notification support, handoff, and exception resolution.
• Manage repair workflows end-to-end (intake through completion), including documentation, tagging, chain-of-custody controls, status tracking, internal and external partner coordination, and customer-ready handoff.
• Perform quality control checks and validate merchandise, orders, and repairs against supporting documentation.
• Monitor open orders and repair queues, prioritize work against SLAs and customer commitments, and escalate risks or aging items as needed.
• Manages the store's repair revenue center.
• Inventory & Asset Stewardship
• Plan and execute physical inventories, audits, and cycle counts, including preparation, count execution, reconciliation, variance investigation, and documentation.
• Maintain daily inventory controls, investigate discrepancies, and drive timely resolution to protect high-value assets and reduce shrink.
• Manage warranty workflows end-to-end, ensuring accurate documentation, system updates, shipping/receiving controls, and closure.
• Ensure accurate memo receiving and documentation in coordination with Central Operations.
• Partner with store leadership on asset protection routines and immediately surface potential risks, losses, or control failures.
• Customer, Brand & Store Experience
• Serve as an ambassador of the brand, reinforcing service behaviors, hospitality standards, and brand presentation across all customer and team touchpoints.
• Ensure front-of-house and back-of-house environments are clean, organized, safe, and operationally sound.
• Provide front office coverage as needed, including call handling, walk-in support, required counts and controls, and coordination with sales teams.
• Support customer service, repairs, and service recovery by setting expectations, providing proactive updates, documenting issues, and partnering with leadership to resolve concerns within guidelines.
• Team Leadership & Development
• Lead, coach, and develop an average team of 2–4 operations team members.
• Set clear expectations, performance goals, and accountability standards.
• Support onboarding, training, performance management, and ongoing skill development.
• Foster a culture of ownership, inclusivity, continuous improvement, and operational excellence.
• Collaborate closely with the Store Manager to ensure strong alignment between operations and sales teams.
• Sales Support & Leadership Coverage
• Partner with the Store Manager and General Manager to support sales floor execution and overall business performance.
• Provide sales floor leadership and coverage during peak traffic periods, special initiatives, or leadership absences as appropriate.
• Reinforce customer engagement standards and selling behaviors through an active leadership presence.
• Step in to support broader store leadership responsibilities in the absence of the Store Manager or General Manager, as needed.
• Development & Succession Planning
• Participate in cross-functional development opportunities to build readiness for future leadership roles.
• Gain working knowledge of sales strategy, performance drivers, and customer engagement through active partnership with store leadership.
• Serve as a leadership resource across both operations and sales to support overall store success.

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