Operations Manager ICQA

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.

By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.

With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.

Hundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.

About the Operations Manager:

Stord is looking for an Operations Manager with strong communication skills and experience as a leader of leaders. This person must be able to lead others through effective decision making and demonstrate a sense of responsibility in leading a team that supports the execution of all processes and procedures related to inventory accuracy, including performing warehouse bin accuracy and maintaining inventory shrink. They possess a strong ability to utilize Order Management System and various types of material handling equipment.

Our Ops Manager will lead the execution of all processes and procedures related to inventory accuracy, perform warehouse bin accuracy, maintain inventory shrink, and utilizes our Order Management System and various types of material handling equipment.

Must be flexible with the ability to work overtime as needed including evenings and weekends. 

What You'll Do:

• Responsible for day to day operations for the entire fulfillment center including inbound flow, put away, outbound, B2C and B2B, and returns.
• Oversee ICQA processes including cycle counts, audits, reconciliations, adjustment governance, SOP adherence, audit readiness, and GMP compliance where required. Drive continuous improvement initiatives to reduce defects, shrink, and systemic process gaps.
• Lead and develop a team of Area Managers, operations leads and warehouse associates to deliver on daily goals. 
• Responsible for setting and maintaining all operational KPIs in the four walls - warehouse location accuracy, dock to stock, outbound SLA, Order productivity, personnel productivity
• Responsible for overseeing inventory accuracy and supporting quality assurance activities related to the ICQA process area, including compliance with applicable SOPs, audit readiness, and adherence to GMP standards where required
• Responsible for budgeting and payroll (operational P&L)
• Responsible for scheduling and staffing to plan
• Responsible for ensuring operational success during new client launches
• Responsible for the development and coaching of all Area Managers, Leads and associates
• Partner with cross functional teams including industrial engineering, solutions engineering, customer quality, and implementations 
• Work closely with support staff (HR, Safety, Customer Service, Other Ops Leaders) to drive results 
• Address operational and personnel issues affecting functional area 
• Perform additional duties as assigned

What You'll Need:

• Minimum 5 years experience in a high volume direct to consumer environment in a manager level role or higher
• Experience leading salaried teams of 5 salaried employees or more
• Experience leading teams of 60 non-exempt or more
• Experience running and leading a highly technical operation, including automation
• Experience working in a 200k sq ft facility or larger
• Experience leading or being a direct contributor in operational startups or change management projects
• Experience using Warehouse Management Systems (WMS) from a configuration and troubleshooting perspective
• Advanced knowledge of Excel
• Bachelor’s Degree or relevant experience.
• Previous leadership experience. 
• Possesses strong organizational and time management skills, driving tasks to completion.
• Excellent communication and interpersonal skills. Able to interact effectively with all levels of management and support teams. 
• Able to transport up to 20 lbs. 
• Able to perform basic mathematical calculations.
• Able to build solid, effective working relationships with others.
• Able to constructively work under stress and pressure when faced with high workloads and deadlines.
• Able to effectively use relevant material handling equipment (i.e forklifts).
• Able to express ideas clearly and convey necessary information.
• Able to work in a Distribution center environment which includes exposure to work at varying heights; varying temperatures; moderate and consistent noise levels.
• Occasional non-standard work hours or overtime as business requires.

Bonus Points:

• Bilingual (Spanish and English)
• Proficiency with Microsoft Office Suite
• A Bachelor’s or Master’s degree in Engineering, Operations, Supply Chain/Logistics, Business Administration, Operations Management, or related field
• Experience with process improvements (Lean Six Sigma and/or Kaizen)