Manager, Fulfillment & Retail Operations - Remote Eligible

Manager, Fulfillment & Retail Operations

True Classic is looking for an experienced Fulfillment & Retail Operations Manager to oversee global fulfillment operations and drive excellence across our expanding omnichannel network. This role combines hands-on operational management of our e-commerce and retail fulfillment partners with strategic leadership in process optimization, network design, and cross-functional execution.

You will manage day-to-day operations across multiple 3PLs supporting DTC, retail, and international fulfillment, ensuring performance against cost, service, and SLA targets. You'll also lead operational execution for Roadshow and in-store activation programs—bridging the gap between supply chain strategy and retail execution.

The ideal candidate thrives in a fast-paced, high-growth environment, balancing tactical problem-solving with long-term process improvement. You are data-driven, operationally minded, and capable of influencing partners across multiple functions to deliver results.

Areas of Accountability

• Oversee daily execution and performance of all 3PL-managed fulfillment centers across North America and international markets.
• Partner with 3PLs to ensure consistent, cost-efficient operations that meet or exceed service level agreements.
• Develop and manage KPIs in partnership with the BI team to track warehouse productivity, order accuracy, and fulfillment cost metrics.
• Proactively identify and implement process improvements (e.g., facility layout optimization, automation opportunities, and WMS enhancements).
• Ensure fulfillment partners have accurate rolling forecasts by channel to align labor and capacity planning.
• Drive alignment and best-practice adoption across all facilities, influencing operational consistency and efficiency.

• Lead the operational strategy and execution of retail Roadshows and in-store activation programs across Costco, Sam's Club, and other partners.
• Own end-to-end project timelines—from purchase order coordination and inventory allocation to final delivery and in-store setup.
• Oversee kitting, labeling, and packaging workflows to ensure displays arrive retail-ready.
• Serve as the operational liaison between Sales, Planning, Production, and Field Teams, ensuring seamless cross-functional execution.
• Track dependencies across vendors, timelines, and deliverables, escalating risks and implementing mitigation plans when needed.

• Lead cross-functional projects across Supply Chain, Tech, Marketing, and Customer Experience to support new initiatives and launches.
• Perform cost-benefit analyses and trend assessments to drive continuous improvement and decision-making.
• Support annual and seasonal planning to ensure operational readiness for product launches and peak periods.

• Build operational visibility through dashboards and reporting tools that communicate performance and risk to senior leadership.
• Deliver concise updates on KPI trends, project milestones, and fulfillment cost performance.

Qualifications

• Bachelor's degree in Supply Chain, Logistics, Industrial Engineering, or related field.
• 5+ years of experience in fulfillment, distribution, or warehouse operations, preferably with 3PL oversight.
• Strong analytical skills and comfort with data-driven decision-making.
• Proven ability to manage complex vendor relationships and negotiate performance outcomes.
• Expertise in WMS capabilities, facility layout design, and warehouse best practices.
• Excellent communication and leadership skills across internal and external partners.

Preferred Attributes

• Systems thinker with a bias toward automation, standardization, and scalability.
• Deep understanding of omnichannel dynamics—eCommerce, retail, and wholesale.
• Collaborative, transparent, and highly organized.
• Passionate about building structure and control that empowers growth.

Compensation and Benefits

• Salary Range: $100K -$130K
• Unlimited PTO and sick time
• Company-paid medical, dental, and vision insurance
  • 100% employee premium coverage
  • 65% dependent premium coverage
• 401(k) plan with 3% company match
• Monthly home office stipend
• Annual True Classic merchandise allowance
• Free Employee Assistance Program (EAP)

True Classic is proud to be an equal opportunity employer. We celebrate and support differences in race, religion, color, national origin, gender, sexual orientation, gender identity, age, veteran status, and abilities. If you need assistance or accommodation due to a disability, please contact Human Resources.