[Hiring] Wholesale Operations Manager @Sterry

Role Description

We are seeking an experienced, systems-driven Wholesale Operations Manager to take full leadership of our Wholesale and Order Capturing operations. In this role, you will directly manage, mentor, and govern distributed teams while owning the end-to-end operational pipeline for all wholesale and retail partner orders—from initial inquiry and order capture to invoice generation, payment tracking, and global warehouse dispatch.

You will serve as the operational bridge connecting internal teams, international retail buyers, global 3PL/warehouse hubs, and finance stakeholders. If you excel at managing remote personnel, driving daily accountability, building rock-solid Standard Operating Procedures (SOPs), eliminating fulfillment bottlenecks, and steering teams toward zero-error order accuracy, we want to hear from you.

Qualifications

• 5+ Years of Operations Experience: Proven background in B2B wholesale operations, retail order management, or e-commerce supply chain operations.
• Direct People Management Track Record: Minimum 2–3 years of proven experience directly managing, supervising, and coaching distributed remote teams (customer support, order capturing, or operations coordinators).
• Performance & Accountability Driven: Demonstrated experience running performance evaluations, conducting 1-on-1s, managing team SLAs, and handling corrective action or workload reallocations.
• Logistics & 3PL Literacy: Direct experience liaising with third-party logistics (3PL) providers, freight forwarders, and warehouse teams across multiple geographic hubs.
• Financial & Billing Acumen: Solid experience with B2B commercial invoicing, payment term tracking (Net terms, wire transfers, deposits), and working alongside bookkeeping teams on reconciliations.
• SOP & Systems Mastery: Proven ability to build clear, scalable SOPs, process maps, and workflow automations using modern tools (Lark/Slack, Notion, Google Workspace, ERP/WMS platforms).
• Communication & Fluency: Exceptional written and verbal business English communication skills, with experience managing professional relationships with international retail accounts and leading internal team alignments.
• Autonomous & Detail-Oriented: Highly structured mindset with an uncompromising standard for documentation, protocol-driven execution, and zero-error order entry.

Requirements

• Directly manage, develop, and supervise the Wholesale and Capturing Team across multiple shifts and international time zones.
• Establish clear daily operational expectations, individual task allocations, and attendance/output benchmarks across all team members.
• Lead structured weekly 1-on-1s, pod standups, performance calibrations, and hands-on coaching sessions to ensure high accountability and engagement.
• Monitor pod capacity, balance workloads during peak retail cycles, and oversee onboarding, training, and continuous skills development for new and existing team hires.
• Track individual and pod-level KPIs, holding team members accountable for order accuracy rate (>99%), first-response turnaround time (TAT), and SLA adherence.
• Supervise team interactions with all B2B retail buyers, guaranteeing timely, professional, and accurate responses regarding order statuses, inventory availability, shipping updates, and custom account requirements.
• Serve as the senior escalation point for buyer inquiries, resolving complex logistics issues and maintaining high buyer satisfaction.
• Serve as the primary operational liaison with global warehouse and 3PL teams to coordinate stock allocations, pack-and-ship timelines, and custom dispatch schedules.
• Rapidly troubleshoot and direct team resolution on shipment discrepancies, backorders, damages, or transit delays with logistics partners.
• Author, maintain, and continuously refine detailed Standard Operating Procedures (SOPs) spanning order capture, verification, buyer communication, warehouse dispatch, and returns/claims.
• Enforce strict team compliance with documented SOPs, ensuring workflow standardization across all account coordinators.
• Continuously audit workflows to identify manual bottlenecks, streamline communication loops, and implement process improvements that shorten order fulfillment cycles as volume scales.
• Ensure all wholesale and retail commercial invoices, credit memos, and packing lists are accurately generated, logged, and organized by the capturing team.
• Supervise the recording and tracking of incoming buyer payments, matching settlements against open purchase orders to prevent documentation gaps.
• Partner directly with internal Bookkeeping and Accounting teams to facilitate timely payment reconciliations and resolve billing disputes promptly.
• Identify, audit, and escalate payment or credit anomalies directly to executive leadership.

Benefits

• 100% Remote Flexibility: Work from anywhere with a structured, asynchronous operational rhythm.
• High-Impact Leadership: Direct autonomy to lead teams and shape operational infrastructure for high-growth global consumer brands.
• Collaborative Environment: Work alongside dedicated executive leadership, creative minds, and operational specialists.

How to Apply

Please submit your resume along with a brief cover note detailing:

• Your experience managing remote teams (team size, structure, and how you manage day-to-day accountability and SLAs).
• Your background managing B2B wholesale order lifecycles and coordinating with 3PL warehouses.
• The operational tools/ERPs you have used to manage inventory, invoicing, and order capture.
• An example of an SOP or process workflow you built that measurably improved accuracy or turnaround time.