DTC Supervisor Distrib Center Ops

Mattel•Jonestown, PA

About The Position

The Supervisor, Distribution Center Operations (DTC) operates in a fast-paced, customer-centric eCommerce environment and is responsible for coordinating, directing, and supervising teams to deliver an exceptional direct-to-consumer experience. This role focuses on order fulfillment, speed to customer, accuracy, and service quality, ensuring all consumer orders are processed efficiently and on time. To perform this job successfully, an individual must:

Requirements

3–5 years of leadership experience in a DTC, eCommerce environment
Experience with WMS
Strong ability to manage multiple priorities in a time-sensitive, customer-driven environment
Proven ability to collaborate across teams and functions
Strong communication skills (written and verbal)
Ability to interpret data, analyze trends, and make operational decisions
Proficiency in reporting, metrics tracking, and performance management
Solid problem-solving and decision-making skills
Strong organizational and time management abilities
Proficiency with Microsoft Office; Order management systems a plus

Nice To Haves

Experience in high-volume, fast-paced fulfillment operations preferred
Bilingual (English/Spanish) preferred

Responsibilities

Supervise, coach, and develop team leads and associates supporting DTC order fulfillment operations.
Coordinate and manage daily workflow to ensure timely processing of consumer orders, prioritizing speed, accuracy, and customer satisfaction.
Leverage WMS, order management systems, and reporting tools to plan staffing, monitor order flow, and adjust priorities in real time based on demand.
Ensure all customer orders are fulfilled accurately, packaged to brand standards, and shipped within service level expectations.
Monitor and drive performance against key DTC metrics such as order cycle time, fulfillment accuracy, units per hour, and on-time shipment.
Lead training and development initiatives to ensure teams are equipped to meet evolving eCommerce demands and deliver high-quality customer experience.
Promote a culture of accountability, continuous improvement, and customer-first thinking across the operation.
Ensure compliance with Mattel policies, procedures, and safety standards while maintaining a positive and inclusive work environment.
Partner with P&C and leadership to address employee relations, engagement, and performance management.
Collaborate cross-functionally with other teams to resolve order issues and improve the end-to-end consumer experience.
Support peak planning and seasonal volume surges to ensure operational readiness.
Lead or participate in special projects focused on process improvement, scalability, and DTC growth initiatives.