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Customer Success Manager

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Customer Success Manager/

Job Description

You’ll own the day-to-day performance of a multi-node fulfillment operation—driving speed, accuracy, safety, and cost efficiency. You’ll turn data into decisions, coach leaders on the floor, and partner with Analytics, CX, and Engineering to keep OTIF high and exceptions low—especially during peaks.
Location: Dallas, TX (On-site)
Team: Operations
Type: Full-time
Reports to: Director of Fulfillment
Direct reports: 4–6 Ops Leads (day & night), 60–120 hourly associates (seasonal flex)

What You’ll Do

Run daily operations across receiving, putaway, pick/pack, VAS/kitting, shipping, and returns.
Lead shift plans, labor modeling, and cross-training to hit service cutoffs (same-day, 2-day).
Hold daily Gemba/stand-ups; remove blockers and escalate risks before they hit SLAs.

What You’ll Bring

6–10+ years in high-volume fulfillment/3PL/eCommerce ops; 3+ years managing managers.
Proven peak management (2–10× spikes) and labor planning experience.
Proven peak management (2–10× spikes) and labor planning experience.
Hands-on CI toolkit: Lean, 5S, Kaizen, value-stream mapping (Green Belt nice to have).
Carrier/transport basics (DIM, zones, surcharges) and packaging optimization.
Excellent people leadership: coaching, performance management, and conflict resolution.
Ability to lift 25–30 lbs occasionally; comfortable on a warehouse floor (PPE required).

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