Operations Manager, 4PL Fulfillment

About the role

The Operations Manager serves as Cart.com's on-site operational leader within a 4PL-managed fulfillment environment. This role is responsible for overseeing daily warehouse operations, ensuring compliance with Cart.com's standards, and achieving Key Performance Indicators (KPIs) across multiple clients (Direct-to-Consumer and/or Business-to-Business).

Responsibilities

• Operational Oversight & 4PL Execution
• Oversee daily fulfillment operations within a 4PL-managed environment, ensuring inbound, outbound, inventory, and value-added services meet contracted Service Level Agreements (SLAs) and KPIs on a per-piece, per-client basis.
• Continuously review operational needs and collaborate with Cart.com leadership and technology teams to identify, recommend, and implement process and system improvements that enhance service quality and efficiency.
• Provide labor planning recommendations to the 4PL partner to ensure SLAs are met based on volume forecasts, seasonal trends, and peak-season demands.
• Monitor and validate operational performance data including accuracy rates, units per hour (UPH), and service levels to ensure the 4PL partner is delivering against contractual commitments.
• Ensure the 4PL partner maintains a safe working environment in alignment with Cart.com standards, escalating any safety concerns or incidents promptly.
• Client Engagement
• Serve as a primary operational point of contact for assigned clients, providing visibility into fulfillment performance, issue resolution, and continuous improvement initiatives.
• Participate in regular client business reviews, presenting operational metrics, root cause analyses, and forward-looking action plans.
• Proactively communicate operational impacts (delays, capacity constraints, peak planning) to clients and internal stakeholders to manage expectations and protect the client experience.
• 4PL Relationship & Partner Management
• Act as Cart.com's on-site representative, holding the 4PL partner accountable to contractual obligations, standard operating procedures, and quality standards.
• Conduct regular performance reviews with 4PL site leadership, addressing gaps in service delivery and collaboratively developing corrective action plans.
• Manage the day-to-day 4PL interface — translating client requirements into operational directives and ensuring the 4PL partner's execution aligns with Cart.com's service commitments.
• Validate that the 4PL partner's operational output supports the per-piece contractual model and that throughput and quality align with client expectations.
• Facilitate onboarding of new clients into the 4PL environment, ensuring SOPs, system configurations, and operational readiness meet go-live requirements.
• Client Success Collaboration
• Partner closely with the Client Success team — who manages the day-to-day client relationship — to ensure operational execution aligns with client expectations and strategic objectives.
• Provide the Client Success team with timely operational updates, escalation context, and data-driven insights to support their client-facing communications.
• Collaborate with Client Success on issue resolution, ensuring operational root causes are addressed quickly and client-facing responses are accurate and actionable.
• Support Client Success in identifying upsell or expansion opportunities by surfacing operational efficiencies, value-added service capabilities, or capacity availability.
• People Leadership & Culture
• Lead and develop on-site Cart.com staff, such as coordinators or analysts, who support oversight of the 4PL operation.
• Foster a collaborative working relationship between Cart.com and 4PL partner teams, with clear expectations, consistent communication, and a shared focus on service excellence.
• Manage all aspects of Cart.com direct-report supervision including hiring, training, performance management, and policy administration.

Requirements

• Strategic overseer with the ability to drive results through influence and accountability rather than direct workforce management.
• Excellent communicator who can translate between client needs, internal teams, and external 4PL partners.
• Motivated by results, service quality, client satisfaction, and building strong cross-organizational relationships.
• Prior experience interfacing with clients or client-facing teams in a service-delivery model.

Qualifications

• 5+ years in warehouse/distribution operations.
• 3+ years in a leadership role overseeing operational performance.
• 2+ years in 4PL, managed services, or multi-client fulfillment experience.
• Experience with Warehouse Management Systems (WMS), Order Management Systems (OMS), and data-driven management.
• Demonstrated experience managing vendor or partner relationships in a contractual logistics environment.
• Prior experience interfacing with clients or client-facing teams in a service-delivery model.

Skills

• Strategic thinking and problem-solving skills.
• Strong organizational and project management skills.
• Ability to manage multiple priorities and deadlines.
• Effective communication and interpersonal skills.
• Proficiency in Microsoft Office Suite.

Benefits

Cart.com offers competitive compensation packages, comprehensive benefits, and a supportive work environment that fosters growth and development. We believe in providing our employees with the tools and resources needed to succeed and thrive in their roles.

Pay

Compensation for this role is commensurate with experience and qualifications. Please refer to the job description for more details.

Schedule

This position is open to applicants or individuals who are located in or around Reno, NV and able to work on-site Monday-Friday 8:00am-5:00pm with flexibility for longer hours based off of business and peak needs.

Company Information

We're Cart.com, one of the fastest growing commerce enablement companies in the world. We provide the digital and physical infrastructure that empowers thousands of leading B2B and B2C companies to unify commerce operations across channels and sell and fulfill anywhere their customers are. We're building toward a world where commerce has no bounds. Our enterprise-grade software, services and logistics infrastructure, including our own network of omnichannel fulfillment and distribution centers, enable merchants to navigate an increasingly complex operating landscape and drive efficient growth. Our goal is to be the global backbone of commerce. To achieve it, we're looking for entrepreneurial, innovative and determined teammates who are eager to help our growing base of customers simplify their commerce operations and seamlessly reach their own customers, wherever they are. Sound like you? We'd love to hear from you.