Leaderpromos is an award-winning promotional marketing agency. Our strategic approach and partnership mentality delivers custom products that promote top-of-mind brand awareness. We immerse ourselves in the customer’s brand and align with our client’s marketing strategies to create tailored solutions above and beyond expectations.

As the Director of Operations for Leaderpromos you will be required to have the mindset in developing Operational Excellence for our Customer Experience Center. Leaderpromos vision is to be THE promotional Agency of choice for THE best brands in the world. Your role will require to maintain an ultimate process to provide our customers the best experience, which starts at our Fulfillment Manufacturing Center and with our Customer Service Status teams. You will need to learn, document, and teach all the appropriate team members’ ways to understand, engage and recognize your recommendations while establishing trust and ensuing Leaderpromos core values.

This key leadership position will directly manage a team of 30 – 35 employees in a 24,000 square foot manufacturing fulfillment facility and be responsible for accurate and timely fulfilment of millions of units of branded merchandise.

Be a LEADER every day

At Leaderpromos Marketing Agency we love coming to work every day, and we have strong beliefs in how we show up to work together. When you join Leaderpromos this is the commitment you make back to the organization. We are proud of what we do for our clients, and we are proud of how we do it—the culture we have built with each other. We are an inclusive, certified woman-owned business, focused on the individual growth and success of all team members. If you share a belief in these core values, then you should be a Leader too.

Core Responsibilities:

Leader’s Customer Excellence Center (Warehouse, Order Decorating, Fulfillment/Packaging, and Customer Service) is intertwined with sales, web store processing, customer service, and a sustainable repeatable process. Gaining company knowledge will allow the Director of Operations to develop an operational supply chain process challenged with the difficulty of hiring successful fulfillment and customer service associates, effective repeatable fast paced process, and software support.

People Management

Responsible for the scheduling, training, development and performance of all personnel
Establish goals and success metrics for the department, in coordination with Executive Leadership, and hold employees accountable to meeting or exceeding them.
Develop and lead teams and individuals to achieve operations, quality, and continuous improvement goals through training, coaching, discipline, and effective communications.
Monitor progress of all teams and drive both quality and timeliness of output.
Develop and enact policies, procedures, training programs and coaching to maximize employee productivity and performance.
Establish, maintain and continuously improve upon best-in-class standards for efficiency, cleanliness, workplace safety, and job satisfaction.
Work with the human resources department to create job descriptions, hire competent personnel, oversee employee training programs and manage payroll and bonus programs.
Work with the human resources department to develop and implement informal and formal employee performance evaluations.
Work with the human resources department to conduct progressive discipline and/or terminate employees when necessary.
Lead regular EOS departmental (i.e., D10) meetings and one-on-ones with direct reports.
Inspire, support and reinforce the company’s defined culture, vision, mission and values.

Process Management

Establish, articulate, communicate and uphold quality standards for all products/work output produced by the department.
Maintain a clean and organized facility with safe operating behaviors and “tour ready" mentality.
Establish, maintain and continuously improve upon best-in-class processes, policies and procedures to maximize employee productivity, company profitability, and customer satisfaction.
Continuously elevate the packaging and quality standards of order fulfillment to ultimately improve the customer’s experience.
Regularly evaluate organizational efficiencies – processes and people – and make necessary changes accordingly.
Promote a culture of continuous improvement and creative problem-solving.
Maximize the use of WMS and ERP software to ensure accurate data is going into the system(s); utilize reporting to identify exceptions and/or gaps in order to improve processes.
Perform regular cycle counts on inventory; maintain shrinkage within established parameters.
Adopt and implement product, technology and process changes successfully and efficiently.
Maintain high standard of safety protocols and practices; model and promote adherence to environmental, health, and safety policies and initiatives.
Develop and refine standard operating procedures (SOPs) for inventory control, logistics management, and order fulfillment to meet and exceed operational output goals.
Audit and report inventory while making recommendations on items to order and restock.
Audit and report order fulfillment data pertaining to web and ad hoc orders for a multitude of clients.

Business Leadership

Manage, investigate and resolve customer complaints related to fulfillment in a prompt and professional manner.
Reconcile and track all incoming materials/shipments against manifests and purchase orders.
Maintain updated status of all projects in project management system(s).
Track margins and conduct monthly budget reviews with Executive Leadership.
Work collaboratively with sales, marketing, programs and merchandising to ultimately deliver world-class customer experiences.
Actively participate in/contribute to company strategic planning sessions
Regularly evaluate layout and ensure efficient space utilization.

Qualifications:

Bachelor’s degree in supply chain management, project management, business, logistics operations, or other related field.
Minimum 10 years’ experience managing a non-exempt workforce in manufacturing, fulfillment, supply chain operations, or warehousing.
Minimum 10 years’ senior management experience preferably in manufacturing, fulfillment, supply chain operations, or warehousing.

Required Skills:

Thrives in a rapidly growing, entrepreneurial company and embraces the inherent challenges of a constantly changing environment.
Demonstrated business savvy and acumen; able to achieve long-term success as a business partner in a ast-paced sales environment.
Proven ability to develop strong cross-functional relationships, navigate complex client environments, and thrive in a matrixed organization.
Solid command of inventory management principles.
Expertise in warehouse management procedures, best practices and KPIs.
Highly proficient utilizing and implementing WMS and inventory management software.
Proven ability to motivate, lead and develop employees to continuously improve performance.
Excellent leadership skills, including the ability to set goals, motivate and manage conflict.
Experience in Six Sigma/Lean processes preferred.

Physical Requirements

Regularly required to talk and hear.
Frequently required to stand, walk, climb, balance, stoop, kneel, crouch, reach, push, pull, lift, finger, grasp, feel, and use repetitive motion.
Occasionally but regularly sit at a desk, and use a computer monitor and keyboard.
This role can be physically demanding and requires the ability to lift up to fifty (50) pounds.

LeaderPromos Marketing Agency

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