Client Operations Manager

About the role

The Client Operations Manager (COM) serves as the primary operational liaison for a portfolio of DTC brands. You’ll ensure day-to-day fulfillment operations run smoothly, SLAs are met, communication stays clear, and that clients feel supported and informed. This role is equal parts relationship management, operational oversight, and analytical problem solving. Perfect for someone who loves eCommerce, logistics, and collaborative cross-functional work.

Responsibilities

• Serve as the main point of contact for assigned brands, providing daily support across inbound, outbound, routing, inventory, and kitting workflows.
• Lead weekly performance calls, reporting reviews, forecasting alignment, and launch planning with clients.
• Communicate operational updates, escalations, and risk mitigation plans with clarity and urgency.
• Monitor KPIs, SLAs, and volume trends across eComm and wholesale workflows.
• Cook up coordination with internal teams—Receiving, Outbound, Wholesale Routing, Production/Kitting, and Inventory—to ensure seamless execution.
• Create and maintain brand SOPs, routing guides, special projects, and packaging workflows.
• Build and present reporting on order trends, SLA adherence, mis-ships, forecast accuracy, and operational throughput.
• Identify operational patterns, areas of improvement, and client-impacting risks.
• Translate data into actionable insights for both clients and internal stakeholders.
• Support client onboarding, launches, large seasonal drops, and BFCM readiness.
• Participate in cross-functional initiatives to improve processes, reduce errors, and streamline communication.
• Aid in planning and labor alignment during peak season (some weekend support during Q4 may be required).

Requirements

• 3–5+ years of experience in eCommerce operations, logistics, supply chain, account management, or 3PL client success.
• Strong understanding of DTC fulfillment, routing, inventory workflows, or wholesale distribution.
• Proficiency with Excel/Google Sheets; comfort interpreting and presenting data.
• Experience using WMS platforms (Deposco is a plus, but not required).
• Excellent communication skills with a calm, solution-oriented approach.
• Ability to manage multiple clients, priorities, and escalations simultaneously.
• Comfortable supporting high-volume periods, especially during Q4.

Qualifications

• Proven ability to manage complex projects and prioritize tasks effectively.
• Experience with project management tools such as Trello, Asana, or similar.
• Knowledge of industry best practices in DTC fulfillment and logistics.
• Strong analytical skills with the ability to interpret and present data.
• Experience with customer relationship management (CRM) systems.

Skills

• Exceptional communication and interpersonal skills.
• Strong organizational and time management skills.
• Ability to work independently and as part of a team.
• Experience with data analysis and reporting tools.
• Knowledge of industry-specific software and tools.

Benefits

Paid Time Off
Paid Holidays
Insurance (medical, dental, vision)
HSA & FSA
401(K) matching
and more!

Pay

$75,000 - $85,000 DOE

Schedule

Full-time