[Hiring] Retail Operations Manager @Skylight

Role Description

The Retail Operations Manager will own the day to day execution & scale of our global retail operations for our big box, specialty, and international accounts: Target, Best Buy, BJ’s, and the new retailers we are onboarding. You will work side by side with a peer who runs our club channels, and you will cover for each other. You will be responsible for tracking and maintaining high wholesale customer satisfaction by delivering products accurately and on time. You will proactively manage 3PL warehouses, freight carriers, and the relationships with our wholesale retailers’ operations teams. It is also imperative you work closely with our sales teams. This role requires building and maintaining scalable processes, tools, and reporting while ensuring consistent delivery experiences across multiple markets globally. The ideal candidate has strong analytical skills, attention to detail, and excellent communication skills.

Responsibilities

• Execute global fulfillment for your retail accounts to optimize delivery performance, cost efficiency, and customer satisfaction across US & international markets (OTIF).
• Develop and monitor KPIs for your accounts, including on-time delivery, fill rate, lead time, chargeback %, and cost.
• Track incoming shipments and quantities, and run analysis on inventory levels against Retailer on-hand quantities, sell-through, planned orders, and incoming shipments to find gaps and surplus.
• Communicate with Retailer partners / inventory teams on planned future orders and open shipments. Partner with Sales and Planning on forecast changes.
• Establish and maintain relationships with 3PLs, outbound transportation brokers, and outbound carriers (FTL, LTL, parcel).
• Manage 3PL fulfillment for your wholesale accounts, including creating and maintaining Standard Operating Procedures (SOPs) for each retailer.
• Own each retailer’s routing guide and compliance requirements: labels, ASN accuracy, packaging, and appointment rules. Keep the 3PL current on changes.
• Monitor and report order processing lead times, troubleshoot, and escalate issues (missed appointments, missed ship dates, late deliveries, etc.) ensuring all Retailer criteria are met for each order.
• Execute EDI documents (850-Purchase Order, 856-Advanced Ship Notice, 810-Invoice) to ensure accurate and timely systematic communication with our wholesale retail customers.
• Maintain order management system of record - NetSuite - moving orders through standard fulfillment phases: intake & validation, 3PL warehouse allocation, and customer delivery.
• Lead dispute resolution for shipment penalties, order errors, or other fees assigned by the retailer, including documentation from the 3PL and carrier to submit through the retailer portal.
• Lead onboarding of new retail partners and new product launches into retail, with Sales, Planning, and the 3PL.
• Document your processes so your peer can cover your accounts, and cover theirs in return.
• Lead continuous improvement initiatives across global fulfillment operations.

Qualifications

• Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or related field.
• 4+ years of experience in retail fulfillment operations, or supply chain management.
• Demonstrated experience managing fulfillment and delivery operations with 3PLs to retailers.
• Proven experience managing fulfillment for the following retail accounts (Target, Best Buy).
• Experience with outbound transportation management and broker/carrier negotiations.
• Experience with EDI order flow (850 / 856 / 810) and retailer portals.
• Proficiency as a user of warehouse management systems.
• Advanced analytical and problem-solving skills with data-driven decision-making ability.
• Excellent project management skills with experience leading cross-cultural teams.

Requirements

• Proven experience managing fulfillment for the following retail accounts (Costco, Walmart, Sam’s Club, BJ’s).
• Experience onboarding new retailers or running a distributor program.
• Experience with international retail shipments (ocean, forwarders, direct-to-retailer).
• MBA or MS in Supply Chain Management, International Business, or related field.
• Experience with major ERP systems (NetSuite) and fulfillment automation platforms.
• Six Sigma certification or similar process improvement qualifications.
• Multi-lingual capabilities.
• Track record of successful change management in complex organizations.

Benefits

• Competitive Salary + Equity Package.
• 401K matching.
• Wellness, learning, and home-office budgets.
• Health, Dental & Vision Medical Plans.
• Tremendous autonomy to set the direction of your work.
• Unlimited PTO.
• Company holidays on the first Friday of every month (Excluding November, December, and January).