Operations Manager

The Sophia•Normal, IL

10d

About The Position

This role is not a traditional warehouse position—it requires strong leadership in customer delivery experience, last-mile operations, and team performance. The Operations Manager – Delivery & Warehouse is responsible for leading all aspects of warehouse operations, final-mile delivery execution, and customer delivery experience. This role ensures product flows efficiently from receipt to customer home, while maintaining high standards for safety, service, and operational performance. This position oversees warehouse operations, delivery coordination (including third-party partners), customer scheduling, and in-home service support. The role is accountable for ensuring on-time, damage-free deliveries and a consistently positive customer experience. Role requires an action oriented problem-solver.

Requirements

5+ years of experience in warehouse, delivery, or operations management
Experience managing or coordinating delivery operations (final-mile or in-home delivery preferred)
Demonstrated leadership experience managing teams in a fast-paced environment
Working knowledge of OSHA safety standards and workplace safety practices
Strong problem-solving and decision-making skills
Ability to manage third-party vendors and hold them accountable to performance standards
Experience working in a continuous improvement environment (Lean, Six Sigma, Kaizen etc.) with a focus on process improvement and operational efficiency

Nice To Haves

Experience in furniture, appliance, or big-ticket retail environments
Experience managing customer scheduling or call center support functions
Familiarity with warehouse management systems (WMS) and delivery routing tools
Experience leading safety programs or initiatives

Responsibilities

Oversee daily warehouse operations including receiving, handling, storage, and product movement.
Ensure accurate and timely processing of inbound product from vendors, outbound distribution.
Maintain inventory accuracy through disciplined processes and coordination with Inventory Control.
Ensure proper product handling to minimize damage and loss.
Partner with store managers, department heads and support teams to coordinate inbound/outbound product flow, including pickups and transfers, ensuring 98%+ on-time readiness for scheduled deliveries and maintaining alignment through cross-functional collaboration and planning.
Lead all delivery operations, including management of third-party delivery partners.
Oversee routing, scheduling, and execution of customer deliveries.
Ensure on-time delivery performance and efficient route utilization.
Monitor and improve delivery quality, including damage rates and completion success.
Lead the customer delivery scheduling function and team.
Ensure proactive communication with customers regarding delivery timing and expectations.
Resolve escalated delivery and service issues quickly and professionally.
Drive a high-quality, consistent in-home delivery experience.
Oversee in-house service technicians responsible for furniture repair.
Ensure timely resolution of customer product issues.
Coordinate service work to support customer satisfaction and minimize returns.
Lead a culture of safety across warehouse and delivery operations.
Ensure compliance with all applicable Occupational Safety and Health Administration (OSHA) standards and company safety policies.
Conduct regular safety audits, monthly training, and incident reviews.
Maintain proper documentation of safety procedures, training, and workplace incidents.
Partner with leadership on continuous improvement of safety practices.
Lead, coach, and develop a team including warehouse associates, customer service/scheduling staff, drivers, and service technicians.
Set clear performance expectations and hold team accountable to results.
Drive productivity, engagement, and retention across all functions.
Foster a culture of ownership, accountability, and continuous improvement.
Build strong cross-functional relationships with leadership (store, merchandising, accounting, inventory etc.) to drive alignment, accountability, and execution across locations.