Operations Manager, 4PL Fulfillment

Job Description: Who We Are: We're Cart.com, one of the fastest growing commerce enablement companies in the world. We provide the digital and physical infrastructure that empowers thousands of leading B2B and B2C companies to unify commerce operations across channels and sell and fulfil anywhere their customers are. We're building toward a world where commerce has no bounds. Our enterprise-grade software, services and logistics infrastructure, including our own network of omnichannel fulfillment and distribution centers, enable merchants to navigate an increasingly complex operating landscape and drive efficient growth. Our goal is to be the global backbone of commerce. To achieve it, we're looking for entrepreneurial, innovative and determined teammates who are eager to help our growing base of customers simplify their commerce operations and seamlessly reach their own customers, wherever they are. Sound like you? We'd love to hear from you. Cart.com Fast Facts: 6,000+ customers worldwide 1,600+ employees globally 14 warehouses nationwide, totaling over 8 million square feet of space Our software lists $10+ trillion in product value across channels Our digital and physical operations support $8+ billion in Gross Merchandise Value Our values: Cart.com is building a company that is committed to living out these 6 core values: Be brand obsessed: Our lives are shaped by the brands we interact with daily. We obsess over the brands we serve, and about the things they care about. Think beyond the box: "We've always done it that way" is not a phrase uttered often at our office. We create creative solutions to complex problems. Don't give up: We learn from our challenges and see them for what they are; great building blocks to an amazing brand story. Speak up: We communicate clearly and directly because we care deeply. Communication is the bedrock of our community. Work together: We've built a team that prides itself on diversity of thought and background. Collaboration is better with contrast. Remember to be human: We work hard, but we leave room for the people, places and things that we love. Onsite: This position is open to applicants or individuals who are located in or around Reno, NV and able to work on-site Monday-Friday 8:00am-5:00pm with flexibility for longer hours based off of business and peak needs. The Role: The Operations Manager serves as Cart.com's on-site operational leader within a 4PL-managed fulfillment environment. This role is responsible for overseeing daily warehouse operations are executed in compliance to Cart.com's standards ensuring KPI's are achieved across multiple clients (DTC and/or B2B). The Operations Manager acts as the critical link between Cart.com's clients, Client Success teams, and 4PL partner operations — driving accountability to KPIs, SLAs, and the overall client experience. What You'll Do: Operational Oversight & 4PL Execution Oversee daily fulfillment operations within a 4PL-managed environment, ensuring inbound, outbound, inventory, and value-added services meet contracted SLAs and KPIs on a per-piece, per-client basis. Continuously review operational needs and collaborate with Cart.com leadership and technology teams to identify, recommend, and implement process and system improvements that enhance service quality and efficiency. Provide labor planning recommendations to the 4PL partner to ensure SLAs are met based on volume forecasts, seasonal trends, and peak-season demands. Monitor and validate operational performance data including accuracy rates, units per hour (UPH), and service levels to ensure the 4PL partner is delivering against contractual commitments. Ensure the 4PL partner maintains a safe working environment in alignment with Cart.com standards, escalating any safety concerns or incidents promptly. Client Engagement Serve as a primary operational point of contact for assigned clients, providing visibility into fulfillment performance, issue resolution, and continuous improvement initiatives. Participate in regular client business reviews, presenting operational metrics, root cause analyses, and forward-looking action plans. Proactively communicate operational impacts (delays, capacity constraints, peak planning) to clients and internal stakeholders to manage expectations and protect the client experience. 4PL Relationship & Partner Management Act as Cart.com's on-site representative, holding the 4PL partner accountable to contractual obligations, standard operating procedures, and quality standards. Conduct regular performance reviews with 4PL site leadership, addressing gaps in service delivery and collaboratively developing corrective action plans. Manage the day-to-day 4PL interface — translating client requirements into operational directives and ensuring the 4PL partner's execution aligns with Cart.com's service commitments. Validate that the 4PL partner's operational output supports the per-piece contractual model and that throughput and quality align with client expectations. Facilitate onboarding of new clients into the 4PL environment, ensuring SOPs, system configurations, and operational readiness meet go-live requirements. Client Success Collaboration Partner closely with the Client Success team — who manages the day-to-day client relationship — to ensure operational execution aligns with client expectations and strategic objectives. Provide the Client Success team with timely operational updates, escalation context, and data-driven insights to support their client-facing communications. Collaborate with Client Success on issue resolution, ensuring operational root causes are addressed quickly and client-facing responses are accurate and actionable. Support Client Success in identifying upsell or expansion opportunities by surfacing operational efficiencies, value-added service capabilities, or capacity availability. People Leadership