Assistant Manager, Operations

About the Team

The Operations team manages our worldwide distribution network and is responsible for authenticating our sneakers, fulfilling orders and ensuring on-time delivery to buyers. Through our technological innovation and logistical efficiency, you will join a team that prides itself on being the most trusted marketplace in the industry while shipping and processing tens of millions of products for our global buyers and sellers.

Role Overview

As an Assistant Manager, Fulfillment, you play a pivotal role in our fulfillment operations to ensure the highest standards of product quality and operational efficiency. You prioritize quality and safety while implementing strategic initiatives across the facility, taking responsibility for the overall success of the operation. This role involves demonstrating accountability for all items entering the facility, balancing complex multi-client 3PL dynamics, and fostering a culture of continuous improvement and team excellence.

In this role, you will:

• Multi-Client Labor Planning: Strategically forecast and allocate labor across multiple distinct client accounts. Plan and execute dynamic "flex strategies" to shift headcount mid-shift based on real-time volume surges, processing bottlenecks, and account priority levels.
• SLA & Compliance Management: Oversee daily warehouse execution to ensure 100% compliance with diverse, client-specific SLAs—managing varying order cut-off times, unique carrier shipping windows, and specialized Value-Added Services (VAS).
• Client Request & Queue Management: Partner closely with Account Management to oversee, prioritize, and execute ad-hoc client requests (e.g., urgent order cancellations, inventory sweeps, special kitting, or priority re-routes) without disrupting core warehouse throughput.
• Operational Stratagem & Metrics: Understand daily operational and strategic goals across all accounts and proactively call out risks or issues that could prevent the team from meeting objectives. Take direct responsibility for outcomes including Cost Per Order (CPO), fulfillment accuracy, and process compliance.
• Rapid Issue Escalation: Proactively identify and rapidly escalate operational bottlenecks, system outages (WMS), or carrier delays using a structured tier system to protect client relationships and minimize contractual liabilities.
• People Management & Engagement: Oversee the people management and development of the Fulfillment team, including scheduling and coaching employees to meet operational goals, performance management, training, and personnel escalations. Proactively work to increase employee engagement by modeling GOAT's core values and promoting a culture of safety and teamwork.
• Inventory & Supply Control: Manage inventory and supply replenishment for fulfillment needs, ensuring client-specific custom packaging and materials are staged and ready to prevent production downtime.
• Support the day-to-day and overall success of the site, including open and close procedures and good cross-functional teaming.
• Supports the quality control of inventory, inbound and outbound processes to ensure an optimal client experience.
• Support SOP creation for proper quality control expectations within Fulfillment.
• Work in a dynamic warehouse environment with heavy equipment.

We are looking for:

• 2-5 years of experience managing a team in an operational setting, preferably within a fast-paced 3PL or multi-client e-commerce fulfillment environment.
• Strong analytical skills to identify issues, calculate labor models, and assess productivity across multiple accounts.
• Excellent written and verbal communication skills, with the ability to convey ideas effectively and translate operational floor updates into clear insights for client-facing teams.
• Highly organized with attention to detail, training abilities, and an understanding of multi-client inventory segregation.
• Quick learner and self-starter, capable of handling increasing responsibilities, making high-stakes staffing decisions on the fly, and performing under pressure.
• Knowledge and passion for sneakers, including familiarity with industry trends.
• Ability to lift and move boxes (up to 35 pounds).
• Availability and willingness to work extended hours, including weekends and holidays, during peak periods to meet volatile business and client demands.

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Job Duties as documented in this job description are considered "Essential Functions" and have been created by the standards of the Equal Employment Opportunity Commission (EEOC). The standards of the Americans with Disabilities Act (1990) require that employees be able to perform "Essential Functions" of the job with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the "Essential Functions".