We are now hiring an Operations Manager - Boutique Fulfillment to join the team! If you’re looking for long-term employment with a company you can grow with, this is the position for you.
Job Summary: The Operations Manager is responsible for managing a high-touch, detail-driven warehouse operation focused on customized, direct-to-consumer (B2C) packaging and value-added services. This role emphasizes the execution of non-conforming packaging builds—such as curated kits, variety packs, and irregular formats—alongside “white glove” services that demand premium presentation, low defect tolerance, and high client visibility. Ideal candidates are operational leaders with a passion for quality, customization, and customer experience. This role will collaborate closely with the Director of Operations and cross-functional departments to drive continuous improvement, uphold compliance, and achieve key performance goals across all assigned sites.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Deep understanding of non-conforming and custom packaging workflows within B2C fulfillment environments.
• Experience with white glove or boutique-level services, including custom labeling, special handling, or value-added insertions.
• Strong organizational and leadership skills in managing complex, detail-oriented production processes.
• Proficiency in WMS platforms and fulfillment software supporting kitting, repack, and manual workflows.
• Ability to balance speed, cost, and quality in a high-expectation customer environment.
• Data-driven decision-making skills with proficiency in Excel and operational reporting tools.
• Effective Communication – clearly sharing information and expectations while actively listening to the team.
• Coaching and Development – supporting employee growth through training, mentoring, and feedback.
• Team Building: Fosters a positive and collaborative team environment to enhance productivity and morale.
• Accountability – holding oneself and team members responsible for meeting goals and following policies.
• Exceptional verbal and written communication skills.
• Skilled in the use of computers, preferably in a PC, Windows-based operating environment, Microsoft Excel, and other data analysis tools.
• Ability to stoop, push, pull, bend, reach, and lift up to 50 lbs. regularly.

ADDITIONAL QUALIFICATIONS AND EXPERIENCE:

• 5+ years of operations management in fulfillment or warehouse environments; 2+ years in boutique, D2C, or custom-packaging operations preferred.
• Proven track record in managing manual or semi-automated repack workflows, seasonal or promotional builds, and high-touch services.
• Excellent communication, time management, and customer-facing professionalism.
• Flexibility to support seasonal peak operations, extended hours, and occasional client visits or tours.
• Occasional travel may be required for training, company events, or site visits.
• WMS and handheld scanner experience.
• Must have experience operating forklifts and the ability to obtain Trainer certification.
• Willingness to work overtime, weekends, and holidays as needed.
• PPE as required by each facility – refer to handbook for specific requirements.

• Lead day-to-day operations supporting non-conforming packaging and white glove fulfillment, including manual kitting, personalized packaging, and boutique presentation standards.
• Design and manage flexible production zones optimized for high-SKU, low-volume, labor-intensive builds that cannot be automated.
• Drive quality assurance initiatives to ensure presentation, accuracy, and branding are upheld to boutique and luxury standards.
• Coordinate with Customer Service, Sales, and Account Management to execute promotional or specialty builds aligned with customer expectations and timelines.
• Develop and implement SOPs tailored to unique packaging formats and presentation requirements.
• Analyze cost-per-order, labor usage, and productivity for specialized builds; recommend and implement process improvements.
• Manage and develop warehouse teams capable of adapting to seasonal volume shifts, high-mix order profiles, and detailed packaging instructions.
• Oversee fulfillment KPIs including units/labor hour, order accuracy, error rates, rework volume, and client satisfaction metrics.
• Maintain compliance with all applicable food-grade, SQF, GMP, and client-specific standards.
• Lead facility readiness for client audits and on-site customer interactions are often associated with boutique services.
• Manage personnel, includes recommendations for hiring, firing, performance evaluation, training, work allocation, and problem resolution.
• Responsible for overall performance of warehouses, including operations, customer service and contract KPIs. Work daily with all assigned Keller Warehouse locations to resolve any operational/customer issues.
• Develop/design/maintain productivity metrics and departmental goals. Regularly monitor progress to identify trends in activity and labor. Recommend, implement, and administer policies and procedures to enhance operations. Meet customer scorecard objectives.
• Lead Lean Six Sigma, Kaizen, and cross-functional continuous improvement initiatives to enhance operational efficiency, reduce costs, improve quality, and strengthen workplace safety.
• For food grade warehouses, lead a food safety culture. Audit and maintain food safety standards within a facility.
• Maintain accurate payroll records including on time approval of timecards, time off requests, and communicating any issues with HR. Adhere to all attendance policy standards.
• Hold staff accountable on adherence to their job requirements and follow through as needed.
• Oversee the financial success of assigned operations include equipment quoting, labor management, invoice approval, follow-up on disputes, tracking of all revenue/expenses to ensure profitability with monthly income statement reviews.
• Track and manage revenue and expenses and work closely with the Director of Operations on variance analysis and forecasting.
• Perform semi-annual warehouse audits with each location assigned and ensure adherence to all OSHA, customer and company standards are maintained, including periodic inventory audits and reconciliation of issues.
• Lead onboarding and ongoing development of team members, ensuring all training requirements are met and developing new training programs as needed.
• Forklift Training – lead/assist in initial training with employees, maintain recurrent training as required and individualized retraining to ensure safe operations daily.
• Proactively study operations and utilize the Corrective Action process to minimize risk of errors or safety incidents.
• Complete Behavior Based Observations and any necessary Accident investigation, along with maintaining a building safety and security plan in compliance with company/client standards.
• Additional duties and responsibilities as assigned.