Food E-Commerce Operations General Manager

About the role

We are seeking an entrepreneurial, hands-on General Manager to lead the end-to-end operations of our national frozen food e-commerce business. This role owns the P&L, oversees perishable supply chain and fulfillment, drives digital growth, and ensures every customer receives the premium Gibsons experience. You will scale a fast-growing D2C channel while building the operational foundation for long-term success. Responsible for ensuring the successful delivery of the Gibsons Restaurant Group’s philosophy, which is based upon four distinct core beliefs: Hospitality, Quality, Value and Family.

Responsibilities

• Operations & Fulfillment: Oversee daily order flow and 3PL fulfillment, ensuring high pick-and-pack accuracy and reliable nationwide FedEx delivery
• Maintain cold-chain integrity, packaging standards, and on-time shipping performance
• P&L & Financial Management: Own revenue, margin, and cost structure for the e-commerce business
• Manage high-variable-cost levers including shipping, dry ice/insulation, and food cost
• Partner with marketing on pricing, promotions, and contribution margin optimization
• Food Safety & Compliance: Ensure all operations meet FDA/USDA and local regulatory standards
• Oversee hygiene protocols, expiration tracking, and supplier compliance
• Digital Growth & Customer Experience: Collaborate with marketing to optimize Shopify/ShipStation workflows, conversion rates, and CAC
• Improve customer experience across ordering, delivery, and support touchpoints
• Manage inventory levels with suppliers, including imported goods and seasonal demand spikes
• Forecast demand and maintain stock availability during peak periods
• Technology & Systems: Oversee integrations between Shopify, ERP, and WMS platforms
• Identify opportunities to automate workflows and improve operational visibility
• Sales & Account Growth: Manage daily website sales performance
• Expand corporate gifting and B2B account opportunities

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Education and/or Experience: 7+ years in operations management, including 3+ years in perishable or food e-commerce (meal kits, specialty grocery, D2C food brands)
• Skills:
  • Strong understanding of cold-chain logistics and national carriers (FedEx, UPS, regional couriers)
  • Data-driven mindset with experience analyzing AOV, LTV, CAC, and fulfillment KPIs
  • Leadership experience across operations, customer service, and digital teams
  • Entrepreneurial, proactive, and comfortable owning outcomes in a fast-moving environment
  • Google Suite knowledge required