Fulfillment Center General Manager

About the Role

The Fulfillment Center General Manager (GM) oversees all aspects of daily operations within the fulfillment center, ensuring safe, efficient, and cost-effective execution of inbound and outbound functions. This role leads a team of managers and supervisors, driving performance targets related to safety, quality, productivity, staffing, and customer service. The GM implements company policies, develops strategic labor and production plans, monitors KPIs, and fosters continuous improvement. This position reports directly to the Vice President of Fulfillment and serves as a liaison between corporate leadership and fulfillment center operations.

Responsibilities

• Promote a Safety-First work environment, prioritizing safety above speed, convenience, profit, or task completion.
• Build and sustain a high-morale, high-performance culture with strong bench strength and succession plans.
• Lead and develop managers, coaching them to excel in daily operations.
• Drive transparent communication through weekly team meetings, 1:1s, and all-hands sessions.
• Own and exceed KPIs for accuracy, on-time performance, and productivity with real-time feedback.
• Develop innovative staffing plans that adapt to daily, weekly, and seasonal demand.
• Use data-driven decision-making to track and analyze units per hour, cost per unit, and productivity.
• Optimize labor in real-time to meet Annual Operating Plan targets and pivot to changing business needs.
• Provide hands-on oversight, including training, coaching, mentoring, planning, scheduling, and performance reviews.
• Lead outbound fulfillment to ensure orders are picked, packed, and shipped efficiently and accurately.
• Manage inbound operations to maintain less than a one-week backlog for product receipt and processing.
• Collaborate with a flexible workforce provider to ensure peak coverage and long-term support.
• Oversee all labor aspects, including safety, operational security, employee relations, planning, and training.
• Manage and monitor the building budget to optimize 4-wall costs and support the mission.

Requirements

• 7+ years of progressive experience in supply chain or operations, with at least 3 years in a leadership role.
• Experience in retail and e-commerce supply chain management and optimization.
• Strong knowledge of supply chain principles, procurement, logistics, and inventory management.
• Direct and indirect management of 200+ team members, including leadership across multiple shifts.
• Demonstrated success in leading large teams through high-volume, high-pressure environments.
• Exceptional communication, motivation, coaching, and collaboration skills.
• Ability to adapt in a dynamic, competitive, and evolving fulfillment environment.
• Aptitude for assessing operational conditions, identifying improvement opportunities, and troubleshooting root causes.
• Metrics-obsessed and outcome-oriented, with a track record of exceeding performance goals.
• 5+ years of hands-on experience with WMS or ERP operating systems.
• Advanced proficiency in Microsoft Excel, Word, and PowerPoint.
• Strong digital fluency to support data-driven decisions and workflow optimization.
• Comfortable working independently and collaboratively in a fast-paced, evolving environment.
• Thrives in ambiguity and adapts quickly to shifting priorities and challenges.
• Excellent judgment, strategic thinking, and problem-solving skills under pressure.
• Customer-obsessed with a service mindset at every operational touchpoint.
• Ability to lift and move items weighing up to 49 pounds, with regular physical activity including bending, lifting, stretching, and reaching.
• Comfortable working in environments with variable noise levels, lighting, and temperature fluctuations.
• Ability to stand and walk for 10 to 12 hours daily and cover distances up to a quarter mile.
• Must safely access all facility areas, including ladders, stairs, and gangways.

Pay

$85,000 - $110,000 annually, with eligibility for an EBITDA bonus.

Schedule

Must be available to work outside standard business hours and be on-call seven days a week. The schedule varies periodically based on operational needs, requiring flexibility and responsiveness.