National Operations Manager

The National Operations Manager is responsible for leading operations across a large, strategic national account. This role combines strategic oversight with hands-on leadership to design, align, and execute operational programs that deliver exceptional client experiences. The position drives consistency, performance, and continuous improvement across all fulfillment center operations while ensuring alignment with organizational objectives.

• Provide strategic and operational oversight for all activities within client fulfillment centers, ensuring high performance and service excellence.

• Develop, implement, and maintain standardized operating procedures, performance metrics, and quality benchmarks across all locations.

• Lead and support Senior Operations Managers to ensure consistent execution, compliance, and a “zero defect” mindset.

• Collaborate cross-functionally with internal leaders to ensure alignment, consistency, and effective communication across all site types.

• Partner with leadership development teams to identify, train, assess, and mentor operations personnel, including Project Managers and Operations Managers.

• Ensure accurate and timely pricing proposals and actively manage accounts receivable processes with urgency and accountability.

• Act as a key escalation point for client concerns related to operational performance, ensuring prompt and effective resolution.

• Identify and implement opportunities to reduce operational costs and improve efficiency across the fulfillment center portfolio.

• Serve as a subject matter expert and consultant, supporting regional teams in the successful implementation and management of services.

• Oversee safety, security, and compliance efforts, ensuring adherence to all training and regulatory requirements.

• Promote a client-centric culture focused on service excellence, communication, and overall customer satisfaction.

• Conduct regular audits to ensure consistent adherence to standard operating procedures and performance expectations.

• Drive the implementation of visual management systems and standardized work practices within warehouse operations.

• Monitor industry trends and technological advancements, providing recommendations to enhance innovation and operational effectiveness.

• Analyze key operational metrics and guide teams in achieving targets related to performance, quality, safety, cost, and client satisfaction. 

• Lead continuous improvement efforts by identifying inefficiencies and eliminating non-value-added activities.

• Mentor and develop leaders, fostering a culture of accountability, quality, and problem-solving.

• Lead major operational initiatives and projects, including new site launches and training programs.

• Participate in performance reviews and recommend training and development initiatives to strengthen team capabilities.

• Communicate organizational goals, performance updates, and key initiatives to stakeholders through regular reviews and planning sessions.

• Perform additional duties and special projects as assigned.

Minimum Qualifications

• 5+ years of experience in distribution, logistics, or fulfillment center operations (required). 

• Multi-site or national level oversight experience is preferred.

• Strategic and tactical level experience in leading large teams and front-line leadership.

• Bachelor’s degree in Business Administration, Operations Management, Supply Chain Management, or a related field, or equivalent experience.

• Demonstrated ability to lead, influence, and achieve results through teams.

Core Competencies

• Strong leadership and people management skills

• Strategic thinking with a focus on execution and results

• Advanced analytical and problem-solving capabilities

• Proven experience in process improvement and operational optimization

• Excellent interpersonal and communication skills, with a high level of professionalism and empathy

• Effective conflict resolution and negotiation abilities

• Strong organizational and time management skills, with the ability to manage multiple priorities

• High attention to detail and commitment to quality

• Ability to thrive in a fast-paced, dynamic environment

• Proficiency in Microsoft Office Suite and standard business systems

• Ability to work independently and collaboratively within a team environment

• Strong commitment to confidentiality and professionalism

• Working knowledge of continuous improvement methodologies

• Talent development and team building

Work Environment

• This role operates in a dynamic environment that may include office settings, remote work, client locations, and travel. The ability to adapt to changing priorities and environments is essential.