Job Opening: Operations Manager

Department: Operations

Reports To: Director of Operations

Location: Remote or Hybrid – Portland, Maine

Travel: Occasional (up to 10%)

Position Summary

The Operations Manager supports the day-to-day execution of ChappyWrap's fulfillment, logistics, and vendor operations. Reporting to the Director of Operations, this individual will serve as a hands-on operator across 3PL fulfillment, inbound receiving and reconciliation, and operational reporting, ensuring orders reach customers accurately and on time.

This role is ideal for an organized, detail-oriented problem-solver who enjoys managing many moving parts. The Operations Manager will own operational KPI reporting, standard operating procedures, and day-to-day relationships with our 3PL partner and packaging and supply vendors, while collaborating with the Director of Operations on 3PL performance, freight, and cost management.

This position requires experience in operations, fulfillment, or logistics, ideally at a DTC or consumer products brand that ships through a 3PL. The right candidate knows how orders move from the warehouse to the customer and has worked with SLAs, KPIs, and exception management. They're comfortable pulling and analyzing operational data in Excel or Google Sheets and turning it into clear reporting. With no direct reports, this person will get results through the 3PL, vendors, and colleagues on other teams, so strong communication, follow-through, and ownership are essential. Experience with inbound receiving and inventory reconciliation, personalization workflows, or systems like Shopify and Deposco is a plus.

Key Responsibilities

3PL & Fulfillment Operations

• Manage day-to-day communication with ChappyWrap's 3PL partner, monitoring order routing and flow, resolving exceptions, and escalating issues to the Director of Operations as needed.
• Track 3PL performance against SLAs, including order accuracy, ship time, inventory accuracy, and returns processing. Lead recurring operational check-ins, maintain a corrective-action log with owners and due dates, and verify that recurring issues are resolved.
• Support fulfillment of wholesale and B2B orders, coordinating with the 3PL to meet customer requirements and ship dates.
• Help prepare fulfillment operations for seasonal peaks, promotions, and product launches, including inventory positioning and packaging and supply readiness.
• Support inventory accuracy through cycle count review, discrepancy research, and root cause analysis.
• Monitor inventory availability, backorders, and stockouts; communicate fulfillment risks and expected availability to Planning, Sales, and Customer Care.
• Support small parcel carrier management, including shipping audits and damage and loss claims.

Personalization

• Own fulfillment of DTC personalized orders (e.g., embroidery), monitoring turnaround time and quality against SLA.
• Serve as the day-to-day point of contact for personalization workflows, resolving issues and proactively communicating delays to Customer Care.
• Identify and implement improvements that shorten personalization lead times and reduce errors.

Inbound Receiving & Reconciliation

• Support inbound logistics led by the Director of Operations, who owns freight forwarder relationships and container scheduling.
• Create and upload inbound shipments into the WMS ahead of arrival, confirming PO, SKU, and quantity details are accurate.
• Monitor container arrival and delivery to the 3PL, and hold the 3PL accountable to receiving SLAs.
• Reconcile each received shipment: export receipt details, compare against expected quantities, and chase and confirm discrepancies with the 3PL and suppliers.
• Report final receipt results and resolved discrepancies to Product and Finance.

Vendor Management

• Own day-to-day relationships with packaging and supply vendors, including ordering, lead times, costing, and issue resolution.
• Monitor vendor performance and share feedback and r