FULFILLMENT OPERATIONS MANAGER

Join a 20+ year family-owned e-commerce sports lifestyle brand based in Norwalk, CT, selling youth sports apparel and gifts across DTC, Amazon, and wholesale channels.

JOB DESCRIPTION

The Fulfillment Operations Manager is a hands-on, people-first leadership role responsible for rebuilding operational excellence and culture at the Norwalk, CT facility. This position requires a "lead-from-the-trenches" operator who is equally comfortable analyzing KPI dashboards and physically stepping onto the line when the team needs all hands on deck. Reporting directly to the Senior Director of Operations, the successful candidate will focus heavily on restoring floor morale, deeply learning the warehouse infrastructure, and owning the critical Q4 seasonal hiring build-out to ensure seamless execution during peak volume.

ESSENTIAL JOB FUNCTIONS

• Operations & Fulfillment Management: Oversee daily fulfillment workflows across all commerce channels, including DTC sites, Amazon FBM, and wholesale accounts.
• Hands-on Floor Support: Physically step in to fulfill work orders, press apparel, and receive product whenever daily volume or bottlenecks demand it.
• Team Leadership & Alignment: Lead daily stand-up meetings to set operational plans, communicate clear goals, and dynamically reprioritize tasks mid-day.
• Seasonal Workforce Scaling: Own the entire end-to-end Q4 seasonal hiring process, scaling the warehouse staff from ~13 to nearly 50 employees via group interviews and structured onboarding.
• Morale & Culture Architecture: Rebuild warehouse floor morale, trust, and long-term employee loyalty by leading through actions and high-accountability presence.
• Metrics & KPI Reporting: Track and analyze key performance indicators, including reshipment rates, error rates, order output speed, and production efficiency (hours vs. revenue).
• Inventory Control & Auditing: Manage warehouse accuracy through continuous system audits (OMS/WMS) alongside physical warehouse and bin audits.
• Resource Optimization: Proactively deliver data-backed weekly staffing and payroll recommendations to senior leadership.
• Vendor & Supply Chain Relations: Manage domestic supplier relationships for blank apparel and materials, including purchasing, communication, and price negotiations.
• Cross-Functional Collaboration: Partner with Customer Service to track return rates and error trends while collaborating with the Senior Director of Operations on cost-reduction strategies.
• Tech-Forward Innovation: Leverage AI tools and emerging logistics technology to automate manual processes and continuously drive facility efficiency.

REQUIREMENTS

Must-Haves:

• 5+ years of experience in warehouse, fulfillment, or supply chain management (with a minimum of 2 years in a direct leadership or supervisory role).
• Solid background in e-commerce or high-volume fulfillment environments.
• Lead-from-the-front mentality with the physical capability and willingness to work alongside the floor team.
• Advanced Excel skills (pivot tables, VLOOKUPs, data analysis, and operational reporting).
• Direct experience utilizing Warehouse Management Systems (WMS) and a strong analytical ability to assign time estimates and surface data.
• Proven track record of successfully hiring, developing, and retaining high-performing warehouse teams.
• Direct and constructive communication style with the ability to handle tough accountability conversations while protecting relationships.
• Tech-forward and entrepreneurial mindset, open to process automation and working in an agile, family-run environment.

Nice-to-Haves:

• Industry background in sporting goods, apparel, consumer gifts, or specialty retail.
• Practical experience working with the Salesforce Order Management System (OMS).
• Proven experience managing a seasonal workforce or navigating heavy Q4 holiday peaks.
• Direct background in vendor relations, purchasing, and supply chain procurement.
• Familiarity with heat press or custom apparel production processes.

COMPENSATION PACKAGE

• Base Salary: From $75,000 + (Dependent on Experience)
• Variable / Bonus: TBD (To be confirmed)
• Pay Schedule: Biweekly installments via direct deposit.

WORKING CONDITIONS

• Work Model: On-Site (Required) at the Norwalk, Connecticut facility.
• Standard Hours: Monday–Friday, 7:30 AM – 5:00 PM+.
• Q4 Peak Hours: 7:30 AM – 9:00/10:00 PM + Saturday half-days from 8:00 AM – 2:00 PM (for approximately 4–5 weeks during holiday peak).
• Physical Requirements: Active warehouse floor work, requiring light to moderate lifting and extended periods on your feet.
• Travel: Minimal travel required.

BENEFITS

• Health Insurance: Comprehensive Aetna medical plan (Company covers 70% of employee's premium; available the 1st of the month following 1 month of employment. Employee bi-weekly deduction: $87.50).
• Dental Insurance: Optional add-on plan (bi-weekly deduction of $15.51).
• Vision Insurance: Optional add-on plan (bi-weekly deduction of $3.54).
• Paid Time Off (PTO): Structured milestone tracking: 6 days at 3 months · 6 days at 6 months · 6 days at 9 months. Accelerates to 18 days/year after the 1st anniversary (No rollover; vacations outside of the Nov–Dec peak window preferred).
• Paid Holidays: New Year's Day, MLK Day, Presidents' Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
• Employee Discount: 50% off full retail price on all products listed across company online stores.
• Professional Growth: Direct access to senior leadership within a stable, 20+ year business with a loyal, long-tenured team and real opportunity for visible impact.

Please note that role responsibilities and requirements may evolve based on organizational needs.