General Manager, E-Commerce Operations

General Manager, E-Commerce Operations - Indianapolis, IN

Job Summary

The General Manager, E-Commerce Operations is responsible for building, launching, and leading a new e-commerce fulfillment operation. This hands-on executive leader will establish the facility, operating model, systems, processes, and high-performing workforce needed to deliver safe, scalable, and profitable operations.

This role requires significant startup or greenfield experience. The successful candidate must have directly led facility setup, hiring, training, process implementation, systems deployment, launch readiness, and stabilization, not solely managed an established operation. The General Manager will own operational, financial, customer, and people performance while driving continuous improvement and a strong culture of accountability. Candidates must reside in the metro area of Indianapolis, IN

Core Responsibilities

• Lead startup, launch, and ongoing management of the e-commerce operation, including facility readiness, equipment, systems, staffing, training, SOPs, and go-live execution.
• Own site performance across safety, service, quality, labor productivity, inventory accuracy, fulfillment cost, customer experience, revenue, and profitability.
• Develop and execute business plans, budgets, forecasts, KPIs, capacity plans, and improvement initiatives in partnership with executive leadership.
• Lead fulfillment, inventory, shipping, returns, customer service, and carrier performance across B2B, B2C, cross-dock, drayage, consolidation, and value-added services, as applicable.
• Build, coach, and retain a high-performing leadership team and workforce through effective hiring, onboarding, training, performance management, and succession planning.
• Partner with IT, digital, marketing, finance, HR, customers, and third-party providers to improve systems, processes, service levels, and scalable growth.
• Champion a safe, inclusive, accountable, customer-focused culture that promotes continuous improvement and cross-functional collaboration.

Required Experience and Skills

• 5–7+ years of progressive leadership experience in e-commerce, fulfillment, distribution, retail, or supply chain operations.
• Required: Demonstrated startup/greenfield experience building and launching an operation from inception, including facility development, workforce ramp-up, training, systems and process implementation, and go-live leadership.
• Experience with P&L or significant budget accountability; ability to connect operational decisions to financial and customer outcomes.
• Strong knowledge of fulfillment, inventory control, labor planning, shipping, returns, customer service, WMS, OMS, ERP, CRM, and e-commerce platforms (Logiwa/Softeon).
• Proven ability to develop KPIs, analyze performance, solve root causes, manage change, and deliver sustained results.
• Proficient in Microsoft Office Suite, especially Excel, Word, PowerPoint, and Teams and able to leverage AI-enabled tools to improve analysis, communication, efficiency, and decision-making.
• Bachelor’s degree preferred; equivalent experience considered. Bilingual Spanish preferred.

Physical Requirements

• Must be able to stand and walk for extended periods.
• Must be able to access and navigate office, warehouse, and production/fulfillment environments.
• Must be able to lift up to 15 pounds at a time.
• Must be able to travel 40% periodically between facilities, vendors, customers, or business locations as needed.

Benefits Offered:

· Health Coverage That Starts Fast– Medical, Dental & Vision kicks in the first of the month after just 30 days.

· Smile on Us–We’re covering your dental premiums for all of 2026!

· Security You Can Count On– Paid Life Insurance + 401(k) with company match.

· Time Off from Day One– PTO, holidays, and 2 floating holidays for flexibility.

· Weekly Paychecks– Because waiting is overrated.

· Invest in YOU– Full tuition grants & tuition reimbursement.

· Celebrate Success– Quarterly performance bonuses.

Hayes Company/Knight Swift Supply Chain is an equal opportunity employer and considers qualified applicants for employment regardless of race, gender identity, gender expression, age, color, religion, disability, veteran's status, sexual orientation, or any other protected factor.