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About Good Company
We are a fast growing third-party logistics (3PL) provider focused on delivering high-performance fulfillment for eCommerce brands. We lead with operational excellence, radical accountability, and client-aligned success metrics. We believe in small teams, measurable impact, and building careers from the floor up.
Client Operations Manager (COM)
REPORTS TO | Director of Customer Success | SHIFT TIME | Typically, Mon-Fri, adjustments as needed. |
WORK STYLE | On the floor with a dedicated computer workspace | CROSS-FUNCTIONAL PARTNERS | Ops, AM, Info, Inventory, Learning, WAMs, SAM |
Role Summary
The Client Operations Manager (COM) is the operational owner of client execution. This role works across operations, account management, and information systems to ensure client-specific requirements are documented, scalable, communicated, and executed accurately. The COM serves as a second-level quality check, drives process consistency, supports warehouse readiness, and leads continuous improvement for operations with a mind for the client.
Operational Readiness and Client Setup
• Record all client sales and new product drops.
• Maintain awareness of inbound POs and new inbound SKUs so operations can prepare for binning, receiving, and execution needs.
• Ensure documentation of new retailers, retailer changes, packout procedures, and any other operational process updates for each client.
Quality Control and Execution Accuracy
• Perform quality checks on FEFO / FIFO compliance.
• Provide a second-level check for ad hoc accuracy.
• Ensure shipping methods are in line with carrier profiles
• Review automation rule changes and translate those changes into operational action where needed.
• Support direct action based on client needs.
• Manages WAMs.
Systems, Changelogs, and Escalations
• Manage Make.com workflows tied to client operations.
• Own the use, maintenance, and accuracy of the Automation Rule Changelog and AM Master Changelog.
• Submit and follow up on ShipHero support tickets on behalf of WAM, Lead, or Ops Manager escalations.
• Support compliance breach, fee-enforcement, and operational ad hoc reporting to the SAM.
Inventory, Materials, and Warehouse Support
• Coordinate Full Inventory Count requests and manage those conversations internally and with the SAM.
• Partner with the inventory team on client material checks, including photos, mailer measurements, and box-size validation for product combinations.
• Create an operational readiness plan for peak season.
• Maintain awareness of all bulks and client-specific warehouse readiness needs.
• Help ensure the warehouse is presented appropriately for client visits.
Special Projects and Team Coordination
• Own special projects and ensure each project is properly documented.
• Guide the WAM & Special Project team on expectations, requirements, and timelines, and communicate updates to the SAM.
• Serve as the first operational check on project-related ad hocs.
• Host the WAM meeting and support alignment across Ops, AM, and Information teams.
• Coordinate with the Learning Department on client-specific process change requests and training implications.
Role Expectations and Working Style
• Works on the floor and maintains a dedicated computer workspace close to operations.
• Works across Ops, AM, and Info, with strong cross-functional communication.
• Participates in Client Success meetings and Ops meetings.
• Can join ad hoc client or internal calls as needed.
• Supports onboarding and training checklist creation for new WAMs and COMs across locations.
Core Competency Themes / Soft Skills
Standing Alone Exercises ownership, independent judgment, and strong operational follow-through without losing detail or accountability. | Directing Others Guides WAMs and special project contributors by setting expectations, clarifying requirements, and reinforcing timelines. |
Planning Keeps ahead of inbound activity, peak planning, warehouse readiness, onboarding needs, and client-specific execution changes. | Innovation Management Leads continuous improvement by identifying ways to improve fulfillment speed, accuracy, service quality, and cost efficiency. |
Success in This Role Looks Like
• Client requirements are documented clearly and reflected accurately in warehouse execution.
• Operational issues are caught early through second checks, reporting review, and process awareness.
• Special projects, retailer changes, and process updates move forward with clear ownership and communication.
• The warehouse is prepared for client needs, peak periods, and client visits.
• The role consistently improves speed, accuracy, and operational discipline without reducing service quality.
• Data input is standardized from department to department, client to department, and department to client.
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