About Us

Webster Fulfillment is a leading 3PL dedicated to delivering exceptional customer experiences through operational excellence, cutting-edge technology, and a highly engaged team. We pride ourselves on fulfilling orders accurately and efficiently while maintaining the highest standards of service for our customers.

Position Overview

The General Manager (GM) is the senior operational leader responsible for overseeing all aspects of our warehouse fulfillment center, including production, quality, safety, operational efficiency, client performance, and team development. This role requires a hands-on, process-driven leader who can manage people leaders, hold teams accountable, and drive continuous improvement across the entire operation.

The GM ensures smooth day-to-day execution, financial performance, and a culture of excellence, safety, and accountability.

Key Responsibilities1. Operational Leadership & Execution

Lead all warehouse operations, including receiving, inventory management, order fulfillment, quality, and shipping.
Set clear daily, weekly, and monthly production goals and ensure teams are aligned to meet them.
Serve as the escalation point for operational challenges, making real-time decisions to keep the operation running efficiently.
Maintain a strong presence on the warehouse floor, modeling a hands-on leadership approach.

2. People Leadership & Performance Management

Directly manage and develop department managers and supervisors across all operational functions.
Build a culture of accountability, high performance, and teamwork.
Provide coaching, performance evaluations, and succession planning for key roles.
Ensure staffing levels meet business needs and support seasonal surges.

3. Quality, Compliance & Safety Oversight

Ensure all processes meet company quality standards and customer expectations.
Oversee safety programs, compliance initiatives, and regulatory requirements.
Conduct regular audits and partner with QA to reduce errors, defects, and customer complaints.
Drive root cause analysis and implement corrective actions to prevent recurrence.

4. Continuous Improvement & Process Optimization

Identify inefficiencies and lead initiatives to improve throughput, accuracy, and cost effectiveness.
Use Lean, Six Sigma, and data-driven problem-solving to improve processes.
Implement best practices across all functional areas, standardizing workflows and SOPs.

5. Customer Performance & Relationship Management

Partner with account management to ensure operational performance aligns with client expectations.
Participate in business reviews and client meetings as needed.
Resolve escalations in collaboration with the customer experience team.
Anticipate client needs and work proactively to strengthen service delivery.

6. Financial & Strategic Management

Manage operational budgets, labor costs, and productivity metrics to support financial targets.
Forecast labor and production needs based on order volume trends.
Support contract pricing, operational planning, and long-term facility strategy.
Monitor KPIs such as CPH, SLA performance, OTIF, and utilization to drive decisions.

7. Training, Development & Culture Building

Oversee training programs for managers and frontline teams.
Promote a culture where employees take ownership, identify issues early, and work together to solve problems.
Encourage open communication, continuous learning, and positive team morale.

Skills & QualificationsRequired:

7+ years of leadership experience in logistics, fulfillment, distribution, or supply chain.
Proven ability to lead managers and large teams in a high-volume warehouse environment.
Strong operational problem-solving skills with a data-driven mindset.
Experience improving processes using Lean, Six Sigma, or similar methodologies.
Strong communication, decision-making, and conflict-resolution abilities.
Ability to thrive in a fast-paced, hands-on, dynamic environment.

Preferred:

Experience in 3PL or multi-client fulfillment.
Knowledge of warehouse technologies, WMS systems, and operational KPIs.
Background managing P&L, budgets, or cost-related operational decisions.

Working Conditions

Full-time role; may require occasional evenings or weekends based on business needs.
Warehouse environment with regular standing, walking, lifting, and exposure to machinery and noise.
Fast-paced, physically active setting requiring frequent presence on the floor.

Compensation & Benefits

Competitive salary + performance-based incentives.
Comprehensive benefits package (health insurance, PTO, retirement plan, etc.).

Opportunities for professional development and career growth in a rapidly expanding company.

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