Manager, Fulfillment & Retail Operations

True Classic is looking for an experienced Fulfillment & Retail Operations Manager to oversee global fulfillment operations and drive excellence across our expanding omnichannel network. This role combines hands-on operational management of our e-commerce and retail fulfillment partners with strategic leadership in process optimization, network design, and cross-functional execution.

You will manage day-to-day operations across multiple 3PLs supporting DTC, retail, and international fulfillment, ensuring performance against cost, service, and SLA targets. You’ll also lead operational execution for Roadshow and in-store activation programs—bridging the gap between supply chain strategy and retail execution.

The ideal candidate thrives in a fast-paced, high-growth environment, balancing tactical problem-solving with long-term process improvement. You are data-driven, operationally minded, and capable of influencing partners across multiple functions to deliver results.

Note: This is a full-time, onsite role requiring in-office presence 5x per week at our Calabasas office.

Areas of Accountability 

Fulfillment Operations & Vendor Management

• Oversee daily execution and performance of all 3PL-managed fulfillment centers across North America and international markets.
• Partner with 3PLs to ensure consistent, cost-efficient operations that meet or exceed service level agreements.
• Develop and manage KPIs in partnership with the BI team to track warehouse productivity, order accuracy, and fulfillment cost metrics.
• Proactively identify and implement process improvements (e.g., facility layout optimization, automation opportunities, and WMS enhancements).
• Ensure fulfillment partners have accurate rolling forecasts by channel to align labor and capacity planning.
• Drive alignment and best-practice adoption across all facilities, influencing operational consistency and efficiency.

Retail & Roadshow Operations

• Lead the operational strategy and execution of retail Roadshows and in-store activation programs across Costco, Sam’s Club, and other partners.
• Own end-to-end project timelines—from purchase order coordination and inventory allocation to final delivery and in-store setup.
• Oversee kitting, labeling, and packaging workflows to ensure displays arrive retail-ready.
• Serve as the operational liaison between Sales, Planning, Production, and Field Teams, ensuring seamless cross-functional execution.
• Track dependencies across vendors, timelines, and deliverables, escalating risks and implementing mitigation plans when needed.

Network Optimization & Strategic Projects

• Lead cross-functional projects across Supply Chain, Tech, Marketing, and Customer Experience to support new initiatives and launches.
• Perform cost-benefit analyses and trend assessments to drive continuous improvement and decision-making.
• Support annual and seasonal planning to ensure operational readiness for product launches and peak periods.

Leadership & Reporting

• Build operational visibility through dashboards and reporting tools that communicate performance and risk to senior leadership.
• Deliver concise updates on KPI trends, project milestones, and fulfillment cost performance.

Qualifications

• Bachelor’s degree in Supply Chain, Logistics, Industrial Engineering, or related field.
• 5+ years of experience in fulfillment, distribution, or warehouse operations, preferably with 3PL oversight.
• Strong analytical skills and comfort with data-driven decision-making.
• Proven ability to manage complex vendor relationships and negotiate performance outcomes.
• Expertise in WMS capabilities, facility layout design, and warehouse best practices.
• Excellent communication and leadership skills across internal and external partners.

Preferred Attributes

• Systems thinker with a bias toward automation, standardization, and scalability.
• Deep understanding of omnichannel dynamics — eCommerce, retail, and wholesale.
• Collaborative, transparent, and highly organized.