National Operations Manager

ABM•Memphis, TN

About The Position

The National Operations Manager leads operations across a large, strategic national account, combining strategic oversight with hands-on leadership to design, align, and execute operational programs that deliver exceptional client experiences. The role drives consistency, performance, and continuous improvement across fulfillment center operations while ensuring alignment with organizational objectives. The position oversees operational performance, standard procedures, quality, safety, compliance, cost, and client satisfaction across the fulfillment center portfolio. It supports and develops senior and front-line operations leaders, serves as an escalation point for client concerns, and advises regional teams on implementing and managing services. The role also leads major initiatives such as new site launches and training programs, and communicates goals and performance updates to stakeholders. The work environment may include office settings, remote work, client locations, and travel. The ability to adapt to changing priorities and environments is essential.

Requirements

At least 5 years of experience in distribution, logistics, or fulfillment center operations.
Strategic and tactical experience leading large teams and front-line leadership.
Bachelor’s degree in Business Administration, Operations Management, Supply Chain Management, or a related field, or equivalent experience.
Demonstrated ability to lead, influence, and achieve results through teams.
Strong leadership and people management skills.
Strategic thinking with a focus on execution and results.
Advanced analytical and problem-solving capabilities.
Proven experience in process improvement and operational optimization.
Excellent interpersonal and communication skills, with professionalism and empathy.
Effective conflict resolution and negotiation abilities.
Strong organizational and time management skills, including the ability to manage multiple priorities.
High attention to detail and commitment to quality.
Ability to thrive in a fast-paced, dynamic environment.
Proficiency in Microsoft Office Suite and standard business systems.
Ability to work independently and collaboratively within a team.
Strong commitment to confidentiality and professionalism.
Working knowledge of continuous improvement methodologies.
Talent development and team-building capabilities.

Nice To Haves

Multi-site or national-level oversight experience.

Responsibilities

Provide strategic and operational oversight for activities within client fulfillment centers, ensuring high performance and service excellence.
Develop, implement, and maintain standardized operating procedures, performance metrics, and quality benchmarks across locations.
Lead and support Senior Operations Managers to ensure consistent execution, compliance, and a zero-defect mindset.
Collaborate with internal leaders to align operations and ensure consistency and effective communication across site types.
Partner with leadership development teams to identify, train, assess, and mentor operations personnel, including Project Managers and Operations Managers.
Ensure accurate and timely pricing proposals and actively manage accounts receivable processes.
Act as an escalation point for client concerns about operational performance and ensure prompt, effective resolution.
Identify and implement opportunities to reduce operational costs and improve efficiency across the fulfillment center portfolio.
Serve as a subject matter expert and consultant to support regional teams in implementing and managing services.
Oversee safety, security, and compliance, ensuring adherence to training and regulatory requirements.
Promote a client-centric culture focused on service excellence, communication, and customer satisfaction.
Conduct regular audits to ensure adherence to standard operating procedures and performance expectations.
Drive implementation of visual management systems and standardized work practices in warehouse operations.
Monitor industry trends and technological advancements and recommend improvements to innovation and operational effectiveness.
Analyze operational metrics and guide teams in achieving performance, quality, safety, cost, and client satisfaction targets.
Lead continuous improvement efforts by identifying inefficiencies and eliminating non-value-added activities.
Mentor and develop leaders, fostering accountability, quality, and problem-solving.
Lead major operational initiatives and projects, including new site launches and training programs.
Participate in performance reviews and recommend training and development initiatives.
Communicate organizational goals, performance updates, and key initiatives to stakeholders through regular reviews and planning sessions.
Perform additional duties and special projects as assigned.