Fulfillment Manager

Fulfillment Manager Crafty Hayward, California, United States About this position Who We Are: Crafty’s mission is to help companies craft better workplaces by providing the services and technology to deliver a modern, comprehensive food & beverage program for their employees, no matter where they work. After operating with a vertically integrated supply chain (i.e., directly fulfilling orders from Crafty-operated distribution centers) in Chicago and the Bay Area, our team launched a third party fulfillment model that has rapidly scaled our coverage into over 25 markets globally, in just a year’s time. At Crafty, we have a diverse, high-powered team, composed of folks in technology, supply chain operations, field operations, sales, account management, and more. Our workplace is dynamic, fast-paced, and just plain fun; we pride ourselves in having an amazing mix of humans who make up our team! The Role Hayward, CA As our Fulfillment Manager , you are the bridge between strategy and execution. Reporting to the General Manager, you will oversee the total lifecycle of our on-site operations—from the warehouse floor to the final delivery mile. You’ll be responsible for the financial health and operational excellence of our three core divisions: Route Merchandising/Delivery, Equipment & Service, and Fulfillment. We need a manager who is as comfortable coaching a field team as they are defending a budget. Your goal? Driving efficiency through data-backed decisions and a relentless focus on "what's next." Required Attributes: Autonomy Fulfillment managers act decisively, innovate, and continuously improve, ultimately leading to enhanced operational efficiency, and overall success in their roles. Business Oriented Fulfillment managers demonstrate a strong understanding of the company's overall business goals and translate them into actionable strategies. This includes a commitment to data fluency — using operational metrics to drive decisions — and a proactive approach to process documentation, ensuring SOPs are current, accessible, and consistently followed across the team. Fulfillment managers demonstrate exceptional communication skills across interpersonal, verbal, and written formats to ensure clear, accurate, and positive interactions. Reliable Fulfillment managers demonstrate accountability, punctuality, and consistency in fulfilling commitments. Maintaining high service standards, fostering trust, and contributing to operational efficiency. Fulfillment managers demonstrate a team-oriented approach, emphasizing teamwork, supportive behavior, constructive conflict resolution, and a commitment to shared success. People Leadership & Accountability Fulfillment managers create a culture of ownership, accountability, and continuous improvement. They coach and develop leaders and associates through regular feedback, performance management, clear expectations, and recognition. They address performance concerns promptly, hold teams accountable to operational standards, and foster an environment where safety, quality, attendance, and customer service are everyone's responsibility. Ideal Experience: Multi-Unit Operational Leadership: 10+ years of experience managing complex, multi-disciplinary teams (Warehouse, Field Techs, and Drivers) in a high-stakes logistics or F&B environment. P&L & Budgetary Ownership: A proven track record of managing operational expenses and hitting aggressive financial targets without compromising service quality. Process Engineering: Demonstrated success in building and scaling SOPs within a "pivot-heavy" environment—you don't just follow the playbook; you write it. Data Fluency: Expert ability to translate "floor noise" and raw KPIs into clear, executive-level insights that drive better business decisions. Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply. Role Goals: Role Goal #1 — Own Operational Performance & Cost Efficiency: Achieve and maintain a fill rate of ≥97%, SLA compliance of ≥95%, and zero repeat safety incidents in 2026, while driving a ≥10% reduction in overtime hours and identifying at least 2 staffing or scheduling optimizations that reduce labor costs without compromising service quality — with performance reviewed monthly at MBR. Role Goal #2 — Weekly 1:1s with Direct Reports: Maintain a ≥95% completion rate on weekly 1:1s with all direct reports throughout 2026, with each session documented and focused on operational performance, open issues, and team alignment. Role Goal #3 — Route Efficiency & Market Profitability: Identify and implement route or operational efficiency improvements that contribute to a ≥5% reduction in cost per delivery by Q3 2026. Role Goal #4 — (AI Goal) : Use AI tools to build and publish SOPs for at least 5 core fulfillment processes (e.g., route management, inventory handling, incident escalation, driver onboarding) by the end of 2026, with documented team training and adoption confirmed across all direct reports. What we offer: Our people mean everything to us. When you join Crafty, you’re joining a team of passionate, smart, and supportive people who work incredibly hard and have a good time along the way. We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun events! Lastly, this role offers a special opportunity: to have a major hand in shaping the future of a young, flourishing company. Your creativity, ambition, and work will steer the direction of our successes. Our compensation amount for this role is targeted at $123,000 - $145,000 per year in California. Final offer amounts are determined by multiple factors including cost of living based on location, candidate experience and expertise, and may vary from the amounts listed above. Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics. #J-18808-Ljbffr