Fulfillment Manager

Crafty•Hayward, CA

4d•$123,000 - $145,000•Onsite

About The Position

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."

Requirements

Autonomy: Act decisively, innovate, and continuously improve.
Business Oriented: Demonstrate a strong understanding of the company's overall business goals and translate them into actionable strategies.
Commitment to data fluency — using operational metrics to drive decisions.
Proactive approach to process documentation.
Effective Communicator: Demonstrate exceptional communication skills across interpersonal, verbal, and written formats.
Reliable: Demonstrate accountability, punctuality, and consistency in fulfilling commitments.
Collaborative: Demonstrate a team-oriented approach, emphasizing teamwork, supportive behavior, constructive conflict resolution, and a commitment to shared success.
People Leadership & Accountability: Create a culture of ownership, accountability, and continuous improvement.
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.
Data Fluency: Expert ability to translate "floor noise" and raw KPIs into clear, executive-level insights that drive better business decisions.

Responsibilities

Oversee the total lifecycle of on-site operations, from the warehouse floor to the final delivery mile.
Be responsible for the financial health and operational excellence of three core divisions: Route Merchandising/Delivery, Equipment & Service, and Fulfillment.
Coach a field team and defend a budget.
Drive efficiency through data-backed decisions and a focus on "what's next."
Translate operational metrics into actionable strategies.
Ensure SOPs are current, accessible, and consistently followed across the team.
Create a culture of ownership, accountability, and continuous improvement.
Coach and develop leaders and associates through regular feedback, performance management, clear expectations, and recognition.
Address performance concerns promptly and hold teams accountable to operational standards.
Foster an environment where safety, quality, attendance, and customer service are everyone's responsibility.
Achieve and maintain a fill rate of ">=97%", SLA compliance of ">=95%", and zero repeat safety incidents in 2026.
Drive a ">=10%" reduction in overtime hours and identify at least 2 staffing or scheduling optimizations that reduce labor costs without compromising service quality.
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.
Identify and implement route or operational efficiency improvements that contribute to a ">=5%" reduction in cost per delivery by Q3 2026.
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.