Retail Customer Operations Manager

We are partnering with a consumer brand that sells direct-to-consumer and through major national retail channels to identify a Retail Customer Operations Manager (fully remote role with minimal, occasional travel).

This person will own the day-to-day operational execution for one of the brand’s most important retail customers. Relevant environments may include Walmart, Target, Costco, Amazon 1P through Vendor Central, Kroger, department stores, specialty retailers, grocery, drug, or other large national accounts.

The role is centered on what it takes to successfully serve a demanding retailer: purchase orders, EDI, ASNs, routing and labeling requirements, shipment windows, retailer portals, fill rate and on-time performance, deductions, chargebacks, inventory availability, and fulfillment exceptions. The person hired will coordinate internal teams and outsourced 3PL partners to ensure retailer orders are executed accurately, compliantly, and on time.

This is not a general supply chain, warehouse, distribution, or logistics-management position. It is a brand-side retail customer operations role for someone who understands how to manage a major account from purchase order through final delivery.

What You Will Own

• Own the operational execution of a major national retail account from purchase order through 3PL fulfillment, shipment, delivery, and exception resolution .
• Manage retailer requirements including EDI, ASNs, routing, labeling, shipment windows, portals, compliance, deductions, and chargebacks .
• Monitor orders and SKU-level inventory, proactively addressing shortages, allocations, fulfillment risks, late shipments, and other issues before they affect the customer.
• Coordinate across Sales, Demand Planning, Inventory, Finance, 3PL partners, transportation providers, and retailer supply chain teams to keep product flowing.
• Hold outsourced 3PL and logistics partners accountable for executing retailer orders accurately and on time.
• Support promotions, new-product launches, seasonal demand, and assortment changes while maintaining visibility to inventory and fulfillment capacity.
• Identify root causes behind recurring problems and improve processes, reporting, systems, automation, and operating workflows.

What We Are Looking For

• Direct experience working inside a consumer brand that sells direct-to-consumer and through major national retail channels.
• Experience directly supporting complex retailers such as Walmart, Target, Costco, Amazon 1P through Vendor Central, Kroger, department stores, specialty retail, grocery, drug, or comparable national accounts .
• Hands-on experience with retailer operating requirements such as purchase orders, EDI, ASNs, routing, labeling, shipment windows, retailer portals, compliance, deductions, and chargebacks .
• Experience managing retail customer orders and fulfillment through an outsourced 3PL or fulfillment partner from the brand side .
• Experience connecting retailer demand and orders with inventory availability, fulfillment execution, transportation, and delivery timing, including resolving shortages and service exceptions.
• Strong cross-functional communication, analytical problem-solving, and the ability to hold both internal and external partners accountable for execution.
• Three or more years of relevant experience in retail customer operations, customer supply chain, customer fulfillment, order management, or a closely related role. Experience improving operations through systems, automation, analytics, or other technology-enabled tools is highly valued.

The Opportunity

This is an individual-contributor role with meaningful ownership and visibility . The strongest candidates will have moved beyond processing orders and reacting to problems. They will anticipate risk, understand how the entire retail customer operation fits together, and continually improve how the account is supported.

Additional company and position details will be shared following a signed confidentiality agreement.