Operations Manager

Smart IMS•Plano, TX

23d•Onsite

About The Position

The Operations Manager supports day-to-day eCommerce fulfillment and demand-planning operations. The role reviews open orders and coordinates with internal teams to keep orders moving, prevent backorders, and ensure accurate delivery-promise messaging. It evaluates logistics and shipping partner performance, monitors operational exceptions and KPIs, and works with stakeholders to resolve issues and improve the direct eCommerce customer experience. The position also develops reporting requirements, process enhancements, fulfillment documentation, and standard operating procedures. It partners with data scientists, supply chain, and customer service teams to use reporting and qualitative feedback to improve operations, reduce risk, prevent obsolescence and aged inventory, and meet operational goals. The role is an onsite, 12-month contract based in Plano, Texas.

Requirements

Bachelor's degree required.
Experience with eCommerce, retail, or home appliances businesses.
2–5 years of relevant experience in fulfillment and direct-to-consumer eCommerce business operations.
Verbal and written communication skills, attention to detail, problem-solving, and interpersonal skills.
Experience creating process flows, procedural documentation, and business reporting, including KPI measurement.
Ability to navigate the organization to gather information, elicit feedback, gain buy-in, and engage others in B2C activities.
Strong analytical, problem-solving, and decision-making skills.
Ability to work under pressure and deadlines, manage multiple projects, and balance competing priorities.
Experience using Microsoft PC software, including extensive use of Excel spreadsheets, Word, and Access, and SAP or similar sales order management software.

Responsibilities

Review and approve documents, materials, and products, and monitor work processes for completeness, accuracy, and conformance to standards and specifications.
Confer with department supervisors and other personnel to assess progress and discuss needed changes.
Run day-to-day eCommerce fulfillment operations by reviewing open orders and collaborating with teams to get orders out.
Evaluate logistics and shipping partner performance and route exceptions and issues to the appropriate parties for resolution.
Work with Supply Chain to reduce backorders, manage end-of-life products and replacements, and proactively prevent order issues.
Develop requirements for reporting automation and process enhancements.
Create documentation and standard operating procedures for fulfillment procedures, escalations, and reporting to drive improvements.
Partner with data scientists to develop and improve reporting and actionable qualitative feedback.
Use surveys to analyze feedback and drive improvements.
Partner with the customer service team to understand consumer pain points and develop initiatives to improve customer experience.
Monitor and act on exception reporting and KPI measurements for lead times, shipping time, backorders, and shipping exceptions; track progress toward operational goals and improve KPIs for the direct eCommerce business.
Support day-to-day eCommerce demand-planning operations by reviewing open orders and collaborating with teams to prevent backorders and ensure accurate delivery-promise messaging.
Develop and maintain constructive, cooperative working relationships with stakeholders.
Develop strategies to mitigate risk and prevent obsolescence and aged inventory.