Manager, Operations

Order Fulfillment Operations Manager

Responsible for the effective management and leadership of order fulfillment operations within automated and light-directed pick modules, including both full-case and broken-case picking functions. Oversee daily fulfillment activities to ensure the accurate, efficient, and compliant processing of customer orders while maintaining productivity, inventory accuracy, and service level performance.

This role is accountable for the optimal deployment of personnel and resources within pick module operations, ensuring adherence to cGMP requirements, Standard Operating Procedures (SOPs), client-specific business rules, safety standards, and operational metrics. The Fulfillment Operations Manager drives continuous improvement initiatives focused on productivity, quality, accuracy, and customer satisfaction while supporting internal and external clients.

Key Responsibilities

• Lead and manage all daily order fulfillment activities within light-directed pick modules for full-case and broken-case picking operations.
• Ensure customer orders are accurately picked, verified, packed, and released in accordance with service level agreements and client requirements.
• Prioritize and balance workloads to maximize throughput while maintaining quality and accuracy standards.
• Monitor workflow and staffing requirements to ensure efficient utilization of labor and operational resources.
• Partner with Inventory Control, Receiving, Shipping, Quality, and Customer Service teams to ensure seamless order fulfillment execution.

Performance & Productivity

• Achieve and maintain departmental productivity, quality, and service level goals.
• Analyze operational metrics and implement corrective actions to address performance gaps.
• Drive continuous improvement initiatives to increase efficiency, throughput, and operational effectiveness.
• Utilize system reporting and operational data to identify trends and improvement opportunities.

Inventory Accuracy & Compliance

• Maintain inventory accuracy levels of 99% or greater within assigned pick module operations.
• Ensure compliance with cGMP requirements, SOPs, client-specific business rules, and regulatory standards.
• Support inventory investigations, reconciliations, and root-cause analysis of fulfillment discrepancies.
• Ensure proper handling of controlled substances, temperature-sensitive products, and hazardous materials within fulfillment operations.

Safety & Quality

• Maintain a safe work environment and promote safe work practices throughout all fulfillment activities.
• Ensure compliance with facility security procedures and operational controls.
• Coordinate with Quality Assurance regarding operational issues, product concerns, deviations, and CAPA activities.
• Ensure fulfillment areas remain organized, clean, inspection-ready, and compliant with all applicable standards.

Leadership & Team Development

• Provide leadership, coaching, and development for fulfillment supervisors and associates.
• Establish clear roles, responsibilities, and performance expectations for direct reports.
• Conduct performance management activities, including training, coaching, and corrective action when necessary.
• Foster teamwork, accountability, and open communication across departments.

SOP Management

• Maintain current and accurate departmental SOPs and work instructions.
• Ensure all associates are trained and qualified on approved procedures.
• Monitor adherence to established processes and implement corrective actions when required.

The duties listed above are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities assigned to this position. Additional duties may be assigned as business needs require.

Minimum Job Requirements:

• Education/Training: Four-year college degree and/or Five years' experience managing order fulfillment operations, preferably in a pharmaceutical, or other cGMP warehouse environment.
• Business Experience: Eight (8) years inventory/warehouse experience with three to five years of experience in warehouse environment.

Knowledge, Skills & Abilities:

• Strong interpersonal skills
• Experience in WMS setup and system utilization – Manhattan SCALE experience a plus
• Excellent problem-solving skills
• Ability to "think" process flows is a plus in a regulated environment
• Multitask balancing objectives along with issue resolution and day to day activities
• Excellent communication skills including but not limited to documentation, presentation and facilitation skills
• Training and instructions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

I understand this job description and its requirements. I understand this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.