DTC Operations Manager

Lindt & Sprüngli (Canada), Inc•Tracy, CA

3h•$106,000 - $137,800•Hybrid

About The Position

Reporting to the Sr. Manager of DTC, the DTC Operations Manager serves as the key liaison between the Ghirardelli commercial team and operations. This role ensures that our DTC fulfillment operations deliver on brand priorities and financial goals through effective partnership management, operational governance, and continuous improvement. The Operations Manager bridges the gap between internal stakeholders (eCommerce, Customer Service, Operations, IT, Finance, Product) and Fulfillment to ensure smooth execution, proactive communication, and data-driven performance oversight. This position represents the business interests of Ghirardelli, ensuring fulfillment operations meet or exceed service, cost, and quality expectations.

Requirements

4+ years in eCommerce/marketplace operations
Proven success managing vendor relationships
Strong analytical skills
Excellent communication and stakeholder management skills
Advanced understanding of SAP ERP, OMS and WMS
Foundational understanding of eCommerce platforms (Magento/Shopify)

Responsibilities

Serve as the primary point of contact between Ghirardelli commercial team and operations for all fulfillment and logistics initiatives
Govern service level agreements (SLAs), contracts and performance metrics
Escalate operational issues and track resolutions
Ensure data accuracy and operational transparency between systems and stakeholders
Drive alignment between business priorities and logistics execution
Govern SLA compliance, KPI tracking and performance scorecards
Facilitate weekly operational check-ins and monthly/quarterly business reviews
Escalate and track resolution of service and performance issues
Monitor and report fulfillment KPIs to DTC team
Lead root cause analysis and corrective action planning if targets are missed
Ensure clean data flow between ERP, OMS and fulfillment systems
Collaborate with DTC and Finance teams on volume and labor planning
Represent DTC logistics in broader Ghirardelli and Lindt North America supply chain and business planning meetings
Manage supplies forecast (ice packs, liners, etc)
Coordinate with IT on ticketing, integrations and process improvements
Partner with Customer Service on order related issues
Liaise with Customer Service and Fulfillment on B2B orders, address list and order customizations
Lead process improvement workstreams involving fulfillment operations
Document workflows, SOPs and escalation protocols to ensure operational consistency
Identify cost-reduction and efficiency opportunities across logistics network in partnership with Lindt USA and Lindt North America
Accountable for Product inventory, new product launches and Gift building schedules, especially during Q4
Ensure operations adhere to brand standards (packaging, sustainability, user experience)