Leads customer fulfillment operations across 10–12 ecommerce facilities and manages 20–35 associates. Responsibilities include establishing operational standards, monitoring quality and KPIs, managing training and performance, improving warehouse processes, ensuring safety and inventory accuracy, coordinating with vendors and internal teams, analyzing operational data, and traveling regularly to regional locations. The role requires extensive WMS experience, remote team management, process improvement expertise, and strong communication and leadership skills.
About Fellers, LLC
Since 1986, Fellers has been a reliable source of sign and graphics films, color change vinyls, and supplies for printers, sign makers, and installers across the U.S. Since 2021, Fellers has been private equity owned, and focused on investing heavily in expanding business into new growth segments including automotive window tint, paint protection film, printing and finishing equipment, tools, and film-cutting software. Fellers is the trusted leader in delivering speed, service, and selection to our customers. This is backed by a national network of warehouses, stocked with industry leading brands and a competitive proprietary branded product offering. Additionally, Fellers has a dedicated sales team which is supported by best-in-class customer service and technical support professionals to deliver superior service.
About the role
- The Regional Operations Manager will lead the Customer Fulfillment Process for a network of 10 to 12 ecommerce facilities and a team of 20 to 35 associates. This role is responsible for leading initiatives to reduce process waste, deploy business tools and standards, and ensure all internal and external operational requirements are being met. The successful candidate must reside within the region they are responsible for.
What you'll do
- Proactively monitor and facilitate high levels of quality, accuracy, and process consistency in operational processes and systems.
- Develop and grow a culture of operational excellence, safety first, customer satisfaction and associate engagement.
- Manage a training and development plan for all associates to include coaching, mentoring and WMS system knowledge.
- Manage and develop a high performing team, fostering a culture of safety, accountability and ownership.
- Maintain constant communication with managers, staff, and vendors to ensure proper operations of the facilities within the region.
- Ensures facilities deliver on receiving and put-away, inventory counts and analysis, location maintenance and down stocking, and work assigned KPI’s are completed within established timelines.
- Responsible for ensuring the order, organization, and cleanliness of all facilities within their region.
- Set operational standards for every facility, ensuring effective scheduling, attendance and performance levels are maintained to meet operational goals.
- Travel to all locations regularly to ensure excellence in operations, including process compliance, operational efficiencies, safety and KPI’s.
- Identify and implement process improvements to optimize, speed, service and selection.
- Analyze reports to identify trends, opportunities and cost optimization.
- Communicate service level agreement expectations, and manage performance to support continued achievement.
- Foster a “safety first” culture through awareness, training and accountability.
- Leverage a mix of key metrics, Lean Six Sigma, GEMBA walks and other activities to understand what’s working well and where to improve.
- Collaborate cross functionally with key internal business partners to ensure smooth order fulfillment operations and customer satisfaction
Qualifications
- 10 years’ experience with Warehouse Management Systems (WMS) to include tracking metrics and proactively monitoring dashboards and workflows ensuring excellent customer metrics. NetSuite WMS and ShipWare preferred.
- 4-5 years of experience managing associates remotely and managing performance.
- Strong facilitation, communication, organizational, analytical, and mathematical skills
- Success in motivating and inspiring team to achieve results.
- Superior training skills and experience in rolling out new systems and processes.
- Demonstrated proficiency in time and project management.
- PC skills including experience with MS Office Suite.
- Self-starter / action bias with desire and willingness to institute change and help others through change.
- Positive attitude, good judgement, a strong sense of responsibility and ownership
- Willingness to work both strategically and tactically by being hands on in managing, leading, driving, finishing, and following up on operations.
- Superior collaboration and communication skills, conflict management capabilities and strong executive presence/composure
Physical Requirements
- Ability for travel up to 50%
- Prolonged periods of sitting at a desk and working on a computer
- Ability to walk, stand, stoop, kneel, crouch, crawl, use hands to finger, handle, or feel objects, tools, or controls, reach with hands and arms, climb or balance; and occasionally lift and/or move up to 50 pounds
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