Senior Manager - Inventory and Customer Success

Brilliant•Waukegan, IL

6d•Onsite

About The Position

Brilliant is an innovative branded products and corporate gifting company. Built with our clients in mind and a focus on creativity and technology, Brilliant curates, produces, and helps companies distribute memorable branded merchandise and custom products. Whether it's newsworthy press kits, welcome gifts for new employees, merchandise sets to promote a product launch, or giveaways people love - our team of retail trend experts and designers work together to produce impactful products that bring brands to life. As a full-service partner, we offer product concepting, sourcing, design, custom packaging, merch collections, company stores, touchpoint gifting, warehousing, fulfillment and distribution. Technology is part of our DNA. Our proprietary systems gives clients instantaneous access to important information and tools, including real-time inventory data, on-demand fulfillment services, and convenient 3rd party system integrations, such as Salesforce, Workday, and Zapier - reducing busy work and creating a seamless experience for gift givers and receivers.

Requirements

6+ years of experience in warehouse or fulfillment operations, with at least 3 in a senior leadership role
Strong background in high-SKU, high-volume, or project-based fulfillment
Experience managing multi-shift teams and building scalable operations
Proven ability to improve processes, drive accountability, and lead cross-functional alignment
Hands-on, floor-oriented leader with strategic thinking and strong communication skills

Nice To Haves

Bi-lingual (English/Spanish) strongly preferred

Responsibilities

Oversee all aspects of fulfillment execution: inbound receiving, inventory put-away, order picking, kitting, packing, and outbound shipments.
Ensure day-to-day operations meet service-level agreements (SLAs), quality standards, and cost expectations.
Establish shift-level performance goals, labor assignments, and throughput targets to align execution with demand.
Monitor fulfillment workflows for bottlenecks or inefficiencies and implement corrective actions.
Lead a high-performing team of managers, supervisors, leads, and hourly associates across a multi-shift operation.
Build an engaged, accountable team culture focused on safety, communication, and performance.
Support leadership development through coaching, succession planning, and stretch opportunities.
Ensure staffing models align with forecasted volume and labor productivity goals.
Collaborate with internal teams (customer success, procurement, project management) to align warehouse readiness with program timelines and launch dates.
Design and implement scalable workflows to support increasing order complexity, SKU count, and multi-client execution.
Translate strategic business objectives into operational requirements and team-level plans.
Ensure consistent execution across fulfillment zones and product lines through standardized procedures and visual controls.
Drive ongoing improvements to fulfillment accuracy, labor efficiency, and inventory accuracy.
Build and refine SOPs that reduce errors, improve pick/pack times, and enable cross-training.
Develop and maintain dashboards, shift reports, and weekly reviews to drive operational visibility.
Ensure that learnings from missings, returns, or quality checks are fed back into process improvements.
Serve as the operational lead in cross-department meetings focused on order execution, timelines, and fulfillment readiness.
Act as the escalation point for fulfillment-related challenges, communicating root causes and solutions to stakeholders.
Provide operational updates and insights to senior leadership through recurring reviews and planning cycles.
Ensure full compliance with company policies and OSHA regulations.
Maintain a clean, safe, and organized facility across all work areas and shifts.
Lead regular safety meetings, training, and corrective action plans when necessary.
Model and reinforce Brilliant’s values and commitment to excellence at every level of the operation.