DTC Operations Manager at Lindt & Sprüngli (Canada), Inc

Tracy, California, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Sep, 26

Salary

137800.0

Posted On

18 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Vendor Relationship Management, Analytical Skills, Stakeholder Management, SAP ERP, OMS, WMS, Magento, Shopify, KPI Tracking, SLA Governance, Root Cause Analysis, Supply Chain Planning, Process Improvement, Inventory Management, Logistics Execution, Cross-functional Collaboration

Industry

Retail

Description

WHO WE ARE At Ghirardelli, we honor tradition and drive innovation, aiming to be the top choice for premium chocolate. Our commitment to Making Life A Bite Better inspires both our products and the way we do business. We support personal and professional growth, recognizing that each employee’s contribution directly impacts Ghirardelli’s growth and success. Join our dynamic team and help shape Ghirardelli's future. Job Summary Reporting to the Sr. Manager of DTC, the DTC Operations Manager serves as the key liaison between the Ghirardelli commercial team and operations. This role ensures that our DTC fulfillment operations deliver on brand priorities and financial goals through effective partnership management, operational governance, and continuous improvement. The Operations Manager bridges the gap between internal stakeholders (eCommerce, Customer Service, Operations, IT, Finance, Product) and Fulfillment to ensure smooth execution, proactive communication, and data-driven performance oversight. (This position represents the business interests of Ghirardelli, ensuring fulfillment operations meet or exceed service, cost, and quality expectations). Serve as the primary point of contact between Ghirardelli commercial team and operations for all fulfillment and logistics initiatives Govern service level agreements (SLAs), contracts and performance metrics Escalate operational issues and track resolutions Ensure data accuracy and operational transparency between systems and stakeholders Drive alignment between business priorities and logistics execution Individual contributor (no direct reports) Operations Relationship & Governance Govern SLA compliance, KPI tracking and performance scorecards Facilitate weekly operational check-ins and monthly/quarterly business reviews Escalate and track resolution of service and performance issues Performance & Data Management Monitor and report fulfillment KPIs to DTC team Lead root cause analysis and corrective action planning if targets are missed Ensure clean data flow between ERP, OMS and fulfillment systems Cross Functional Alignment Collaborate with DTC and Finance teams on volume and labor planning Represent DTC logistics in broader Ghirardelli and Lindt North America supply chain and business planning meetings Manage supplies forecast (ice packs, liners, etc) Coordinate with IT on ticketing, integrations and process improvements Partner with Customer Service on order related issues Liaise with Customer Service and Fulfillment on B2B orders, address list and order customizations Project & Process Management Lead process improvement workstreams involving fulfillment operations Document workflows, SOPs and escalation protocols to ensure operational consistency Identify cost-reduction and efficiency opportunities across logistics network in partnership with Lindt USA and Lindt North America Accountable for Product inventory, new product launches and Gift building schedules, especially during Q4 Brand Standards Ensure operations adhere to brand standards (packaging, sustainability, user experience) 4+ years in eCommerce/marketplace operations Proven success managing vendor relationships Strong analytical skills Excellent communication and stakeholder management skills Advanced understanding of SAP ERP, OMS and WMS Foundational understanding of eCommerce platforms (Magento/Shopify Based in Tracy, with bi-monthly trips to HQ in San Leandro Occasional walking and standing during on-site visits to warehouse facilities (required use of PPE) Occasional lifting of materials or product up to 25lbs Ability to travel occasionally to other fulfillment locations (East Coast Exposure to warehouse environments (temperature variations, noise, material handling equipment) May require flexible scheduling during peak season Salary Range: $106,000 - $137,800 Looking to grow your career in a dynamic, international setting? Join the Lindt & Sprüngli Group! Together, we thrive to achieve our bold ambitions, powered by our purpose and unique culture of community and mutual support – rooted in a proud tradition, yet always evolving to stay ahead and set new standards. Across our diverse local teams, we think globally and act locally – empowering people to grow, take ownership and shape a sustainable future together. We are a responsible “employer of choice” who provides an inspiring people experience. Together, we build trust, drive innovation, and grow – as individuals and as a business. Lindt & Sprüngli has been enchanting the world with chocolate for over 180 years. The long-established Swiss company with its roots in Zurich is a global leader in the premium chocolate category. Lindt & Sprüngli produces quality chocolates today at its 12 factories in Europe and the USA. Its products are sold by 41 subsidiaries and branch offices in around 620 of its own stores as well as via a network of around 100 distributors around the globe. With around 15,500 employees, the Lindt & Sprüngli Group reported sales of CHF 5.92 billion in 2025. Our commitment to contributing to a sustainable tomorrow is a key element driving the company’s actions and ambitions. Since 2008, the Lindt & Sprüngli Farming Program has been our Responsible Sourcing Standard for cocoa.

Responsibilities

The DTC Operations Manager acts as the primary liaison between the commercial team and fulfillment operations to ensure brand priorities and financial goals are met. Responsibilities include governing SLAs, monitoring performance KPIs, and driving process improvements across the logistics network.