Operations Manager

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The Operations Manager is responsible for aligning priorities and providing feedback to ensure optimal workflow planning and timely order processing across all channels of the business. This role will work cross-functionally with DC Operations, Transportation, Production, Corporate Planning/Allocation, Digital and Customer Service teams. Additionally, this role has responsibility for managing operations for extended hours of operation during peak demand volume spikes to ensure SLAs are achieved. This candidate will develop a keen understanding of customer expectations, requirements, and will work with peers in the DC to continuously improve performance against these requirements. Excellent communication skills and a proactive leadership approach are critical to success in this role.




FOCUS AREA #1 Workflow Management

  • Build strong business relationships with internal customers and stakeholders maintaining open lines of communication.
  • Work with Corporate cross-functional teams to understand business priorities, timing of volume and order spikes, and provide input to manage expectations.
  • Share Corporate priorities with the Distribution and Transportation teams work collaboratively to optimize workflow planning through the DC.
  • Review and understand Vendor Compliance requirements for all Wholesale Customers.
  • Actively drive continuous improvement of customer satisfaction for Retail & ECOM customers, and compliance for Wholesale customers.
  • Provide leadership team with updates and reports on performance, operational issues and updates to Standard Operating Procedures (SOP’S).
  • Partner with the Management Team to review staffing levels, KPI’s, peak season/holiday planning, inventory levels and productivity.
  • Coordinate with all departments and shifts to ensure timely processing of orders through the Fulfillment Center
  • Evaluate changes to operational processes in partnership with the Management Team and implement change to achieve optimum performance

FOCUS AREA #2 Operations Management

  • Manage retail, wholesale and Ecommerce workflow activities
  • Lead and manage shift operations during extended hours of operation
  • Maintain strong floor presence and awareness/interaction with the team
  • Responsible for ensuring  safety, 5S, quality and performance  objectives are met
  • Ensure adherence to Company Policies and Standard Operating Procedures
  • Ensure accurate & timely completion of facility priorities
  • Work well in a matrixed organizational environment and maintains good relationships
  • Analyze data and work as part of a team to implement operational strategies to maximize DC efficiency and effectiveness
  • Develop, evaluate and administer performance appraisals of department personnel
  • Promote our Buddy Values and encourage an open and positive work environment  between operational team members and cross functional partners

FOCUS AREA #3 Budget & Production Goal Achievement

  • Monitor supply and demand forecasting to ensure adequate warehouse staffing and capacities
  • Accountable for meeting/exceeding both budgetary goals and service level agreements
  • Monitor progress, create/refine plans to meet/exceed service and financial objectives
  • Implement & execute strategic department staffing plans & manage work across shifts

FOCUS AREA #4 Continuous Improvement

  • Analyze available data to evaluate individual and departmental performance
  • Continually look for ways to improve output and make recommendations to improve performance levels and quality standards to optimize site performance
  • Assess challenges and implement solutions to improve process flow
  • Address training needs.  Creatively reward and incentivize positive behaviors  in our associates while also directly addressing inconsistencies and negative behaviors in the work environment
  • Train and develop direct reports to enhance performance and potential for career progression
  • Develop, evaluate and administer performance appraisals of department personnel


  • Any additional tasks required by the Director/VP of operations


  • A completed Bachelor’s degree and/or equivalent related experience
  • 5-8 plus years of progressive management experience and expertise in distribution processes; Ecommerce, Wholesale and or Retail DC experience is necessary
  • Excellent leadership skills with a willingness to lead, create new ideas, and be assertive
  • Very good interpersonal skills & the ability to build cross-functional relationships while interacting effectively with all levels of management and associates in a matrixed environment
  • Strong verbal and written communication skills
  • Experience with DC automation and each-pick environments
  • Strong math and analytical skills with the ability to assimilate data from a variety of sources, analyze, and recommend appropriate courses of action
  • Solid computer skills
  • Good organization and time management skills
  • Ability to think strategically as well as tactically
  • Able to maintain and promote culture standards with direct reports and in conducting internal and external business activities
  • Highly motivated with a sense of entrepreneurial spirit and a hands-on approach to problem-solving
  • Flexible to meet our ever changing environment since this is a startup environment
  • Able to lift and move up to 50 lbs.


  • Adaptable – Change before you have to
    • Changes course easily – Knows when to be patient and when to push – Works well in the gray – Shows grace under pressure – Owns mistakes and learns from them – Balances multiple priorities
  • Entrepreneurial Spirit – Own it
    • Takes initiative, doesn’t wait for direction – Builds for the future – Takes personal ownership and accountability – Is resourceful in getting things done
  • Collaborative – No “I” in Tory
    • Is self-aware and open-minded – Integrates the perspectives of others – Is direct but respectful – Communicates cross functionally – Knows when to get people involved and when to make a decision – Takes an inclusive approach
  • Client & Brand Focus – Put yourself in Tory’s shoes
    • Passionate about the brand and the work – Creates a transformational client experience – Makes decisions in the best interest of the company and our customers – Focuses on internal and external customers
  • Live the Values – Being “Buddy”
    • Keeps the “Buddy Values” alive (Kindness, humility, warmth, honesty, loyalty, compassion, integrity, and passion) – It’s not just what you do, but how you do it – Contributes to a positive and productive environment
  • Functional Expertise – Know Your Stuff
    • Has the skills necessary to perform the job – Keeps current on trends, skills, and practices – Puts learning into practice
  • FOR PEOPLE MANAGERS: Team Builder – It’s all about “We”
    • Sets team goals and roles – Develops, motivates and empowers – Delivers constructive and encouraging feedback – Holds people accountable for results – Recognizes high performance
  • FOR PEOPLE MANAGERS: Change Leader – Change is the essence of life
    • Challenges the current point of view – Puts changes in context for the team – Executes changes that impact the business – Is proactive and positive – Listens to and keeps the team up to speed

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