Senior Manager - Inventory and Customer Success

The Senior Manager – Inventory and Customer Success is the senior operational leader of the fulfillment center, responsible for building and operating a scalable, process-driven eCommerce fulfillment operation. This role owns end-to-end execution across inbound receiving, inventory management, picking, packing, shipping, and returns, with a strong emphasis on speed, accuracy, standardization, and system integrity.

You’ll lead a multi-layered team across multiple shifts and partners closely with internal teams to align daily operations with broader business needs. This role balances floor-level engagement with longer-term strategic planning to improve performance, reduce friction, and support company-wide objectives.

• Oversee all aspects of fulfillment execution: inbound receiving, inventory put-away, order picking, kitting, packing, and outbound shipments.
• Ensure day-to-day operations meet service-level agreements (SLAs), quality standards, and cost expectations.
• Establish shift-level performance goals, labor assignments, and throughput targets to align execution with demand.
• Monitor fulfillment workflows for bottlenecks or inefficiencies and implement corrective actions.

• Lead a high-performing team of managers, supervisors, leads, and hourly associates across a multi-shift operation.
• Build an engaged, accountable team culture focused on safety, communication, and performance.
• Support leadership development through coaching, succession planning, and stretch opportunities.
• Ensure staffing models align with forecasted volume and labor productivity goals.

• Collaborate with internal teams (customer success, procurement, project management) to align warehouse readiness with program timelines and launch dates.
• Design and implement scalable workflows to support increasing order complexity, SKU count, and multi-client execution.
• Translate strategic business objectives into operational requirements and team-level plans.
• Ensure consistent execution across fulfillment zones and product lines through standardized procedures and visual controls.

• Drive ongoing improvements to fulfillment accuracy, labor efficiency, and inventory accuracy.
• Build and refine SOPs that reduce errors, improve pick/pack times, and enable cross-training.
• Develop and maintain dashboards, shift reports, and weekly reviews to drive operational visibility.
• Ensure that learnings from missings, returns, or quality checks are fed back into process improvements.

• Serve as the operational lead in cross-department meetings focused on order execution, timelines, and fulfillment readiness.
• Act as the escalation point for fulfillment-related challenges, communicating root causes and solutions to stakeholders.
• Provide operational updates and insights to senior leadership through recurring reviews and planning cycles.

• Ensure full compliance with company policies and OSHA regulations.
• Maintain a clean, safe, and organized facility across all work areas and shifts.
• Lead regular safety meetings, training, and corrective action plans when necessary.
• Model and reinforce Brilliant’s values and commitment to excellence at every level of the operation.

• 6+ years of experience in warehouse or fulfillment operations, with at least 3 in a senior leadership role
• Strong background in high-SKU, high-volume, or project-based fulfillment
• Experience managing multi-shift teams and building scalable operations
• Proven ability to improve processes, drive accountability, and lead cross-functional alignment
• Hands-on, floor-oriented leader with strategic thinking and strong communication skills
• Bi-lingual (English/Spanish) strongly preferred