3PL /Operations Manager

Responsibilities: Warehouse & Facility Execution * Direct receiving, picking, packing, and fulfillment operations in our Framingham, MA facility to ensure on-time dispatch. * Drive 100% inventory accuracy by maintaining tight controls and reconciliation across Shopify and our Warehouse Management System (WMS). * Supervise and mentor warehouse associates (full-time, part-time, and freelance) to maintain a safe, highly efficient floor culture. International & Domestic Logistics * Manage end-to-end import and export operations, ensuring strict compliance with customs regulations and required documentation (commercial invoices, bills of lading, certificates of origin). * Procure competitive freight quotes from international forwarders, ocean/air carriers, and customs brokers to control landed costs. * Monitor active shipments, proactively resolve transit delays or customs holds, and oversee domestic inbound/outbound carrier scheduling. 3PL Client Operations & Communication * Serve as the primary operational point of contact for 3PL clients, providing clear updates on order status, transit times, and service metrics. * Promptly and professionally resolve shipping exceptions, damaged goods, or escalated service issues. Process Improvement & Administration * Track fulfillment costs, review and approve transportation/warehouse vendor invoices, and ensure compliance with contracts and SLAs. * Standardize operations by writing and implementing clear SOPs to support continuous business growth. * Deliver weekly progress reports on shipping performance and 3PL revenue goals to leadership. Other * Collaborate with cross-functional teams (sales, creative, and product). * This job description is not intended to cover every single requirement of the job. * The company reserves the right to change job duties at any time. What success looks like in the first 3-6 months (or moving forward): * AI-forward approach to work * Well-organized warehouse and accurate inventory * Consistent and on time shipping of products from our 3PL * Successful setup and management of a new inventory management system * Efficient communication with CSM?s on shipment tracking and timing for both domestic and international shipments Qualifications & Experience (required): * Experience: 3-6 years of hands-on experience in an operations, supply chain, or logistics management role within a product-based business. * Technical Proficiency: Intermediate to expert proficiency in Google Workspace (Docs, Sheets, Slides) and/or Microsoft Office. * Systems Expertise: Demonstrated experience managing warehouse operations and utilizing inventory management systems (IMS/WMS) and e-commerce platforms like Shopify. * People Leadership: Proven track record of directly supervising, training, and developing warehouse or logistics staff. * Supply Chain Acumen: Working knowledge of international logistics, global freight forwarding, and customs compliance. * Financial Acumen: Experience owning or contributing to budgeting, cost tracking, and P&L reporting. * Core Skills: Exceptional written and verbal communication skills, with the ability to manage multiple brands, product lines, and shifting priorities simultaneously in a fast-paced environment. Qualifications & Experience (preferred): * Degree or certification in business administration, operations management, supply chain management or equivalent experience * Experience working with project management software (Click Up preferred) * Familiarity with dealing directly with clients * Experience coordinating full time and temporary staff