Order Fulfillment Manager

About the role

The Order Fulfillment Manager is a key member of the store leadership team, responsible for overseeing all operational aspects of the business to ensure operational excellence, compliance, and an exceptional customer and team member experience.

Responsibilities

• Operate all store operations including inventory management, shipping and receiving, audits, warranties, repairs, front office support, and administrative functions.
• Ensure adherence to company policies, SOPs, financial controls, and asset protection standards.
• Maintain accurate operational records (receiving logs, inventory adjustments, repair documentation, warranty files, and exception notes) to support reporting and audit readiness.
• Identify operational risks, control gaps, and process inefficiencies; partner with the General Manager and Central partners to implement corrective actions and continuous improvements.
• Lead operational planning to support sales initiatives, promotions, and company programs, ensuring staffing alignment and execution readiness.
• Own day-to-day execution of order, repair, and fulfillment workflows, ensuring accuracy, timeliness, and compliance with service standards, documentation requirements, and operational controls that directly support profitable repair and service execution.
• Manage repair workflows end-to-end (intake through completion), including documentation, tagging, chain-of-custody controls, status tracking, internal and external partner coordination, and customer-ready handoff.
• Perform quality control checks and validate merchandise, orders, and repairs against supporting documentation.
• Monitor open orders and repair queues, prioritize work against SLAs and customer commitments, and escalate risks or aging items as needed.
• Manage the store’s repair revenue center.
• Plan and execute physical inventories, audits, and cycle counts, including preparation, count execution, reconciliation, variance investigation, and documentation.
• Investigate discrepancies, drive timely resolution to protect high-value assets and reduce shrink.
• Manage warranty workflows end-to-end, ensuring accurate documentation, system updates, shipping/receiving controls, and closure.
• Ensure accurate memo receiving and documentation in coordination with Central Operations.
• Partner with store leadership on asset protection routines and immediately surface potential risks, losses, or control failures.
• Serve as an ambassador of the brand, reinforcing service behaviors, hospitality standards, and brand presentation across all customer and team touchpoints.
• Ensure front-of-house and back-of-house environments are clean, organized, safe, and operationally sound.
• Provide front office coverage as needed, including call handling, walk-in support, required counts and controls, and coordination with sales teams.
• Support customer service, repairs, and service recovery by setting expectations, providing proactive updates, documenting issues, and partnering with leadership to resolve concerns within guidelines.
• Lead, coach, and develop an average team of 2–4 operations team members.
• Set clear expectations, performance goals, and accountability standards.
• Support onboarding, training, performance management, and ongoing skill development.
• Foster a culture of ownership, inclusivity, continuous improvement, and operational excellence.
• Collaborate closely with the Store Manager to ensure strong alignment between operations and sales teams.
• Partner with the Store Manager and General Manager to support sales floor execution and overall business performance.
• Provide sales floor leadership and coverage during peak traffic periods, special initiatives, or leadership absences as appropriate.
• Reinforce customer engagement standards and selling behaviors through an active leadership presence.
• Step in to support broader store leadership responsibilities in the absence of the Store Manager or General Manager, as needed.
• Participate in cross-functional development opportunities to build readiness for future leadership roles.
• Gain working knowledge of sales strategy, performance drivers, and customer engagement through active partnership with store leadership.
• Serve as a leadership resource across both operations and sales to support overall store success.

Qualifications & Experience

• Bachelor’s degree or equivalent operational experience
• 5–8 years of retail or service-based operations experience
• Proven experience managing complex operational processes and controls
• Demonstrated people leadership experience
• Strong organizational skills with exceptional attention to detail
• Proficiency with Microsoft Excel and enterprise systems (POS, ERP, CRM, inventory and repair systems)

Preferred

• Experience in jewelry, luxury retail, or high-value inventory environments
• Experience supporting operational transformation or centralization initiatives
• Familiarity with Workday or similar systems