Retail Operations Manager

Skylight

2d • $120,000 - $135,000

About The Position

The Retail Operations Manager owns the day-to-day execution and scaling of global retail operations for big-box, specialty, and international accounts, including Target, Best Buy, BJ’s, and new retail partners. The role works alongside a peer responsible for club channels, with each providing coverage for the other. It is responsible for wholesale customer satisfaction through accurate, on-time product delivery and for proactively managing 3PL warehouses, freight carriers, retailer operations relationships, and close coordination with Sales. The position builds and maintains scalable processes, tools, and reporting to support consistent delivery experiences across multiple global markets. Strong analytical skills, attention to detail, and excellent communication skills are important.

Requirements

• Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field.
• At least 4 years of experience in retail fulfillment operations or supply chain management.
• Demonstrated experience managing fulfillment and delivery operations with 3PLs to retailers.
• Proven experience managing fulfillment for Target and Best Buy.
• Experience with outbound transportation management and broker/carrier negotiations.
• Experience with EDI order flow (850 / 856 / 810) and retailer portals.
• Proficiency as a user of warehouse management systems.
• Advanced analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent project management skills and experience leading cross-cultural teams.

Nice To Haves

• Proven experience managing fulfillment for Costco, Walmart, Sam’s Club, or BJ’s.
• Experience onboarding new retailers or running a distributor program.
• Experience with international retail shipments, including ocean freight, forwarders, and direct-to-retailer shipments.
• MBA or MS in Supply Chain Management, International Business, or a related field.
• Experience with major ERP systems such as NetSuite and fulfillment automation platforms.
• Six Sigma certification or similar process-improvement qualifications.
• Multilingual capabilities.
• Track record of successful change management in complex organizations.

Responsibilities

• Execute global fulfillment for assigned retail accounts across US and international markets, optimizing on-time, in-full delivery (OTIF), cost efficiency, and customer satisfaction.
• Develop and monitor account KPIs, including on-time delivery, fill rate, lead time, chargeback percentage, and cost.
• Track incoming shipments and quantities; analyze inventory against retailer on-hand quantities, sell-through, planned orders, and incoming shipments to identify gaps and surplus.
• Communicate with retailer partners and inventory teams about planned future orders and open shipments; partner with Sales and Planning on forecast changes.
• Establish and maintain relationships with 3PLs, outbound transportation brokers, and outbound carriers, including FTL, LTL, and parcel providers.
• Manage 3PL fulfillment for wholesale accounts and create and maintain retailer-specific Standard Operating Procedures (SOPs).
• Own retailer routing guides and compliance requirements, including labels, ASN accuracy, packaging, and appointment rules, and keep the 3PL informed of changes.
• Monitor and report order-processing lead times; troubleshoot and escalate missed appointments, missed ship dates, late deliveries, and other issues to ensure retailer criteria are met.
• Execute EDI documents (850 Purchase Order, 856 Advanced Ship Notice, and 810 Invoice) for accurate and timely communication with wholesale retail customers.
• Maintain NetSuite as the order management system of record, moving orders through intake and validation, 3PL warehouse allocation, and customer delivery.
• Lead resolution of shipment penalties, order errors, and other retailer-assigned fees, collecting 3PL and carrier documentation for submission through retailer portals.
• Lead onboarding of new retail partners and new product launches into retail in coordination with Sales, Planning, and the 3PL.
• Document processes so the peer can cover assigned accounts, and provide reciprocal account coverage.
• Lead continuous improvement initiatives across global fulfillment operations.

Benefits

• Competitive salary and equity package.
• 401K matching.
• Wellness, learning, and home-office budgets.
• Health, dental, and vision medical plans.
• Unlimited PTO.
• Company holidays on the first Friday of every month, excluding November, December, and January.
• Paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager