General Manager of Wine Fulfillment & Operations - St. Charles
Job Title: General Manager
Job Type: Full-time; On-site
Responsibilities:
- Develop, implement, and monitor operational systems and processes to provide visibility into the goals, progress, and obstacles of key initiatives by department.
- Plan, direct, control, implement and evaluate budgets for each location to achieve financial objectives.
- Establish relationships with other departments, vendors, and customers to make decisions regarding operational activity and strategic goals.
- Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely completion of tasks.
- Devise strategies to implement process improvements to Provide strategic leadership and oversight for multiple warehouse and fulfillment operations.
- Develop and execute operational strategies aligned with company objectives, customer expectations, and growth initiatives.
- Lead daily operations including warehousing, order fulfillment, inventory control, shipping, receiving, transportation coordination, and customer support functions.
- Establish operational goals, KPIs, and performance standards to ensure service, productivity, and financial objectives are achieved.
- Drive continuous improvement initiatives focused on productivity, quality, accuracy, customer satisfaction, and cost reduction.
- Develop scalable operational processes and infrastructure to support business expansion and evolving customer requirements.
- Monitor operational metrics and implement corrective actions as needed to improve efficiency and performance.
- Ensure all facilities maintain high standards related to safety, housekeeping, compliance, and operational excellence.
- Oversee fulfillment operations to ensure accurate, timely, and cost-effective processing of customer orders across multiple channels.
- Partner directly with customers to understand operational needs, service expectations, onboarding requirements, and performance concerns.
- Serve as a senior escalation point for customer operational issues, service concerns, and fulfillment challenges.
- Lead customer business reviews and operational meetings while maintaining strong client relationships.
- Collaborate with Sales, Customer Service, IT, and Logistics teams to improve customer experience and operational execution.
- Ensure service level agreements (SLAs), shipping timelines, inventory accuracy standards, and customer KPIs are consistently achieved.
- Support implementation and onboarding of new customers, operational processes, and fulfillment programs.
- Develop and manage operational budgets, labor plans, and capital expenditure initiatives.
- Analyze operational and financial data to identify trends, risks, and opportunities for improvement.
- Forecast staffing, operational capacity, and resource requirements based on customer growth and business demands.
- Identify and implement strategies to improve profitability while maintaining service excellence.
- Lead, mentor, and develop operational leadership teams across multiple facilities.
- Foster a culture of accountability, teamwork, communication, safety, and continuous improvement.
- Partner with Human Resources regarding recruiting, employee relations, disciplinary actions, and organizational development initiatives.
- Ensure compliance with all company policies, OSHA requirements, labor laws, and operational regulations.
- Champion workplace safety initiatives and ensure safety programs and training are effectively maintained.
- Lead special projects and operational initiatives as and duties as assigned.
- Directly supervises Operations Manager and Warehouse and Fulfillment Supervisors at two facilities. Two facilities may be combined into one in future.
- Carries out managerial responsibilities in accordance with the organizations policies and applicable laws.
- Responsibilities include training employees, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Experience:
- Strong knowledge of warehouse operations, fulfillment operations, inventory management, and supply chain best practices.
- Proven leadership experience managing multi-site warehouse and fulfillment operations.
- Strong customer-facing experience with the ability to build and maintain professional client relationships.
- Demonstrated ability to lead operational growth and process improvement initiatives.
- Experience managing operational budgets, labor planning, and financial performance.
- Strong analytical and problem-solving capabilities with data-driven decision-making skills.
- Excellent communication, presentation, and interpersonal skills.
- Ability to effectively lead within a fast-paced, high-volume operational environment.
- Proficiency with WMS systems, ERP platforms, Microsoft Office Suite, and operational reporting tools.
- Experience with direct-to-consumer (DTC), retail, wholesale, and/or e-commerce fulfillment operations preferred.
- Bilingual skills are a plus.
- 7+ years of progressive leadership experience in wine warehouse fulfillment operations.
- 5+ years of multi-site operational leadership experience preferred.
- Experience managing customer relationships within a third-party logistics (3PL), fulfillment, distribution, or warehousing environment strongly preferred.
- Bachelor’s degree in Supply Chain Management, Business Administration, Logistics,
- Operations Management, or related field preferred. Equivalent combination of education and operational leadership experience may be considered