E-Commerce Operations Manager – DTC, B2B & Amazon Fulfillment

Description

The Operations Manager owns how every order leaves our building. You will lead the Operations team and make sure customers receive the right product, packed well, and shipped on time. You will set the standard for speed, accuracy, and cost across Direct-to-Consumer, stocked B2B, Amazon merchant-filled, and FBA inbound shipments.

The ideal candidate is a hands-on operator who is just as comfortable in the numbers as on the warehouse floor. You build clear baselines, hold your team to them, and keep improving. You lead with direct communication and treat every error as a chance to find the root cause.

At National Trade Supply, we operate with a shared set of core values that guide how we work and grow together: Grit, Bias for Action, Critical Thinking, Self-Awareness, and Operational Excellence. These principles shape our culture, influence our decisions, and define what it means to succeed on our team.

Key Responsibilities

Order Shipping Performance

• •Ship Direct-to-Consumer and stocked B2B orders within 72 calendar hours.
• •Ship Amazon merchant-filled orders within 24 hours.
• •Track shipping speed daily and act quickly when orders fall behind.
• •Partner with Supply Chain and Customer Experience to keep delivery promises realistic and visible.

Accuracy and Quality

• •Reduce warehouse-caused errors, including mispicks, wrong or short quantities, unshipped labels, and packaging damage.
• •Build a full-cause baseline of errors, including every reship, so we can see the real cost of mistakes.
• •Run root-cause reviews on recurring errors and put fixes in place.
• •Set clear quality standards and coach the team to meet them.

FBA Inbound

• •Establish a baseline for FBA inbound performance.
• •Move FBA inbound shipments toward a 7-day on-time standard.
• •Work with Amazon channel partners to resolve inbound delays and receiving issues.

Cost and Efficiency

• •Manage end-to-end fulfillment costs, including inbound and outbound logistics and order fulfillment.
• •Find the lowest available cost without giving up the customer experience.
• •Review carrier, packaging, and labor costs on a regular cadence and act on what you find.

Team Leadership

• •Lead, develop, and hold accountable the LMA Operations team.
• •Set clear expectations, give direct feedback, and recognize strong performance.
• •Build a bench of leaders who can run the floor without you.
• •Share performance results with the VP of Supply Chain and the extended leadership team.

The Outcome We Are Seeking

Customers get what they ordered, undamaged and on time, every time. Our fulfillment operation runs on clear baselines and steady improvement, not guesswork. The team knows the standard, owns the results, and fixes problems at the source.

Performance will be measured by:

• •Over 90% of Direct-to-Consumer and stocked B2B orders ship within 72 calendar hours.
• •Over 99% of Amazon merchant-filled orders ship within 24 hours.
• •An FBA inbound baseline is established and moving toward a 7-day on-time standard.
• •Fewer than 15 warehouse-caused errors per 10,000 orders, with a full-cause baseline in place that includes all reships.
• •The lowest available end-to-end fulfillment cost while meeting customer expectations.

Why Choose Us?

• •Competitive salary and benefits designed to support your well-being.
• •A culture that’s always striving to learn, improve, and grow — together.
• •Opportunities for professional development, mentorship, and career growth.
• •True work-life balance: we believe great work happens when people have the space to recharge and take care of themselves outside of work.
• •Direct access to leadership and decision-makers — your ideas won’t get lost in layers of bureaucracy.
• •A role where your work will make a real, measurable impact — improving the online shopping experience for customers and driving meaningful growth for the business.
• •A collaborative environment where everyone’s voice matters and innovative thinking is encouraged.

Requirements

Education & Experience

• •Bachelor’s degree in Supply Chain, Operations, Business, or a related field preferred.
• •Experience leading warehouse or fulfillment operations, ideally in e-commerce.
• •A track record of managing teams and developing front-line leaders.
• •Working knowledge of order fulfillment across Direct-to-Consumer, B2B, and Amazon channels, including FBA inbound.
• •Experience setting and tracking operational metrics such as ship speed, error rates, and cost per order.
• •Experience managing carrier, packaging, and labor costs.

Skills & Attributes

• •Strong analytical skills. You turn data into decisions.
• •Clear, direct communication with your team and with leadership.
• •A bias for action and the grit to follow through.
• •Comfort building baselines where none exist and improving from there.
• •A collaborative approach with Supply Chain, Customer Experience, and other departments.

Interview Process

We take hiring seriously because every person we add must have a meaningful impact on our culture, our work, and our team. As a small and growing company, we are intentional about who we bring on board, and we don’t compromise on that standard for the sake of speed.

Our interview process includes the following steps:

• •Online application
• •Predictive Index behavioral and cognitive assessments
• •Phone screen
• •1:1 Hiring Manager Interview
• •Panel interview with cross-functional team members
• •Final offer

As part of our hiring process, we ask candidates to complete Predictive Index (PI) behavioral and cognitive assessments. These tools help us better understand your natural work style, communication preferences, and problem-solving approaches. They’re not used to “pass” or “fail” candidates — rather, they give us a more complete picture of how you might fit within the team and where you can thrive. We believe great hiring is about more than just skills; it’s about setting people up for success from day one.

Throughout the process, you’ll meet with several people from across the organization — including senior leadership, members of the Supply Chain department, and internal stakeholders who will be key partners in this role. We believe that great hiring is a two-way street, and our process is designed to give you a real feel for who we are and how we work.

We understand that this level of engagement won’t be the right fit for everyone, and that’s okay. Candidates who aren’t comfortable with any part of the process may find a better fit elsewhere, and we genuinely wish them the best. For those who are excited to engage fully, we’re just as excited to get to know you.